We want you to love our products, but sometimes it takes a while to find the right fit. Whether you want it tighter, looser, or just different.
That is why we’ve partnered with Return Key to offer easy returns and exchanges on any order within 30 days of purchase.
To initiate a refund/exchange, please submit via this RETURNS & EXCHANGE PORTAL.
Do take note that our warm customer service representatives will aid you during working hours 9am to 6pm (MYT) from Monday to Friday. Your patience is highly appreciated.
You may enjoy free 30-days return & exchange* for any of the following reasons:
- To exchange your item for a different size or color
- To replace a wrong item sent
- To replace a defective item received upon delivery or within 30 days of use. Defective condition includes
- Broken button
- Broken seam
- Broken zipper
* Free 30-days return & exchange does not apply to giveaway, clearance or free items such as gift cards and products.
- To be eligible for a FULL REFUND, purchased item(s) and free gift(s) has to be returned in proper condition as stated above. Otherwise, the price of the missing item(s) will be deducted from the amount refundable.
- For exchanges, please note that you will only need to send back the item(s) you wish to exchange while keeping any free gifts you’ve received in your order
- Item(s) marked [CLEARANCE], and item(s) sold under Clearance Corner page and during any promotional campaigns are final sale and not eligible for return / exchange.
- For PARTIAL REFUNDS on orders with free gift(s), free gift(s) will also have to be returned IF the remaining products being kept with you are not above the minimum spend. Otherwise, the price of the missing item(s) will be deducted from the amount refundable. This is due to the free gift(s) being given with a minimum spend criteria. You may search for the free gift(s) amount on our website by searching for the product title of the free gift(s).
- For example: You have purchased a total order value of RM250 which has hit the minimum spend of RM220 to be entitled for the free gift(s). However, you wish to request for a partial refund on certain products with a total value of RM55, which then leads to your remaining products being kept with you to have a total value of RM195. Hence, as your remaining products being kept with you are below our free gift(s) criteria of minimum spend of RM220, therefore, you will be required to return the free gift(s) too. If the free gift(s) is not returned, the price of the missing item will be deducted from the amount refundable.
TERMS & CONDITIONS
To ensure the best experience with our return & exchange policy, please follow this return guide:
- Returned item(s) must be returned in its original packaging & tags intact
- Returned item(s) must not be worn, washed or altered, and with no visible signs of wear or tear
To be eligible for a FULL REFUND, purchased item(s) has to be returned in proper condition as stated above. Otherwise, the price of the missing item(s) will be deducted from the amount refundable. Also note that shipping fees charged on the orders are non-refundable.
During collection of your parcel return, you are required to bare the expenses first but we will issue exchanges free of charge thereafter.
Bottoms Lab reserves the rights to reject a refund or exchange request if returned item(s) do not comply with the above terms. Please note we can only grant exchanges once.
Refunds will only be processed once we have received and checked your returned item(s).
Please note that we do not accept returns for item(s) that have been exchanged.
HOW LONG WILL MY REFUND / EXCHANGE TAKE TO BE PROCESSED?
Please allow up to 5 working days for us to assess your returned item(s) & process your refund / exchange from the day we received the item.
Refunds may take up 10 business days to be credited back into your original mode of purchase.
We're so sorry the order you received was less than perfect. We do have a strict quality control process in place however, a few may have slipped through the cracks. We'd love to rectify this and replace the item for you.
Please email us a clear picture of the defect at email@example.com for us to initiate the replacement process as soon as possible.
We understand it can be frustrating to receive the wrong order. As we support creating jobs for people, this means our fulfilment processes are handled manually by our extremely dedicated logistics team so there may be human error.
Please email us a picture of the wrong item received at firstname.lastname@example.org for us to initiate the replacement process as soon as possible.
If you wish to request for a cancellation of your order prior to dispatch, please email us at email@example.com within 12 hours upon placing your order. If your order has been fulfilled before the 12 hours time frame, we will not be able to proceed with the necessary cancellations. Anything past 12 hours will not be eligible for cancellation
We cannot guarantee that your order will be cancelled upon request as our Fulfillment Team works very quickly in processing all our orders.
ALL OTHER QUERIES
Please view our FAQs page, Contact Us or email us at firstname.lastname@example.org for us to assist you further.