Return & Exchange Policy

Exchange Period 

  • We offer 60-day returns for size exchanges from the date of purchase.
  • All returns must be accompanied by proof of purchase.
  • Requests made after the 60-day period may not be considered.

Eligibility for Returns & Exchanges: 

Eligible items may be exchanged via our Concept Store and Online Store (approval required) under these conditions:

  • Size exchange only
  • Full-priced items only
  • Item must be in original condition: unused, unwashed, unworn, with tags and labels intact, and box sticker unaltered

Not Eligible:

  • Sale items, underwear, socks, caps, accessories, and free gifts
  • Items that have been worn, washed, or altered
  • Items without original packaging or labels

Terms:

  • One-time exchange only per ordered item*
  • In-store exchange requires prior approval. Please submit your request first. Walk-in exchanges without approval may not be accepted.

In-Store Exchange (Pre-Approval Required)

To exchange in a Concept Store, you must:

  1. Contact our online customer service to check the availability of the desired item.

  2. Wait for approval and confirmation (subject to stock availability).

  3. Proof required: Please provide clear photos of the item (front/back, tags, box sticker) and proof of purchase.
  4. Video may be requested: Customer service may request an unboxing or item-condition video to support the exchange approval process.

  5. Once approved, follow the instructions provided by customer service (store location, timeline, and required documents).

Return to Online Store 

(Applicable to Malaysia addresses only)

You may return eligible items by registered mail to the High Cultured Online Store under the following conditions:

Process:

  1. Email online customer service to confirm stock availability.
  2. Photos are required for exchange requests. Customer service may request an unboxing/item-condition video for verification. 
  3. Return the item via registered post to the online store.
  4. Include the Return Form in your parcel to avoid delays.

Postage:

  • Customers must cover round-trip postage costs
  • Include Order ID Number in payment for the new delivery fee
  • Incomplete payment details may result in processing delays

International Orders:

  • No international returns accepted unless the customer agrees to pay full round-trip shipping fees upfront and return is pre-approved by customer service.

Incorrect/Damaged Items:

If your item is incorrect or defective:

  • Email customer service immediately
  • Provide unboxing video/photo proof
  • Do not discard packaging or remove tags

Returns Shipping Fee Reimbursement (damaged/incorrect items only):

  • West Malaysia: up to RM7 
  • Labuan: up to RM15 
  • East Malaysia: up to RM20 

Receipt required: Reimbursement is only applicable with a valid shipping receipt (clear photo or scanned copy). Claims without a receipt may not be processed. 

Additional Notes

Product Variation Disclaimer:

  • ±1 inch (2.54 cm) sizing difference and 5% colour variation are not considered defects
  • Slight asymmetry or print variation on printed items is expected

Return Refusal Conditions:

Returns will be rejected if:

  • Damaged due to misuse, improper care, or accidents
  • Items have cigarette or perfume odors
  • Packaging/tags are missing or altered
  • Items are lost during return without tracking
  • Returns are not accompanied by the Return Form

Unclaimed Returns:

  • Unclaimed returned parcels will be disposed after 14 days

  • No compensation or appeals will be entertained in cases of:

    • Failure to pay new delivery fee
    • Unresponsive customers
    • Unknown or unreasonable returns

Important Note: 

HIGH CULTURED reserves the right to decline returns that do not meet policy requirements and amend this policy at any time without prior notice. For further assistance, please contact our customer service team.

Latest update: 2026-02-10