Thank you for shopping with us! We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any valid reason, you may return it for an exchange or a refund within 14 days from the date of delivery. 

If 14 days have passed since your parcel was delivered, you are not entitled for the refund or exchange of any kind. Please contact us at ec@isetankl.com.my or through our website chatbot at www.ionlinekl.com.my.

Please read below for more information on our return/refund policy.

  • Upon receipt of the item(s), please contact us immediately if the item is defective or if you have received the wrong item(s).
  • The return item(s) MUST be unused, unworn and in the same condition as it was received along with the original packaging, and the price tag MUST be intact.
  • To complete the return process, we require a receipt or proof of purchase.
  • Only regular priced items may be refunded. Sales items, gift vouchers, perishable goods and personal care items (e.g. beauty, cosmetics and fragrance products) cannot be returned, refunded or exchanged. 
  • If the item(s) has been discounted either by promotion or promo codes, the amount that is refundable will be based on the net amount (after deduction of promotion value).
  • Shipping costs are non-refundable, the refund only covers the cost of the item(s).
  • We will process your returns, exchange or refund within 14 business days or more depending on the type of item(s) returned.
  • Refund will be made based on your original mode of payment, and only if the return item(s) have met the Return/Refund Policy requirements as listed above.
  • Once the return item(s) are received and inspected, we will notify you via email, whether the refund is approved or rejected.
  • If the refund is approved, the refund will be processed and a credit will be automatically be applied to your credit card or on your original mode of payment within a certain amount of days depending on your card/e-wallet issuer’s policy. 
  • The shipping/delivery costs for returning the item(s) should be borne by the customer. 
  • Please pack the item(s) to be returned with the original packaging or any other proper packaging as required by the courier service provider and address it to:
 E-Commerce Department,
 Level 3 Isetan The Japan Store, Lot 10,
 50 Jalan Sultan Ismail, Bukit Bintang,
 50250 Kuala Lumpur. 
    • The return parcel is under customers’ responsibility and Isetan Kuala Lumpur is not liable for any lost return parcel/additional taxes incurred for return parcels.