Return Guideline

Goods Sold are Non-Refundable & Non-Returnable.

(A) General Terms:

  1. All promotions, discounted, combo items are non-returnable and non-refundable. 

  2. Items must be returned in new, unworn condition with all tags still attached within 7 days of receiving your parcel. For footwear, sticker on the shoebox should not be removed or altered in any form. 

  3. We only accept returns within 7 days of receipt for defect items* in new condition (failing which it shall be deemed that customer is no longer interested in the merchandise and is not entitled to an exchange due to expiration of the exchange period)

  4. Customers will not be entitled to an exchange if the items have not been returned in accordance within the relevant returns period from receipt of parcel, therefore we will return the goods to you at your costs.

  5. The evaluation process may take up to 21 business days from when we received the returned item. 

  6. Exchange is strictly subject to stocks availability. Exchange of item is granted for ONE-time per receipt, only valid in Malaysia. We do not offer merchandise exchanges or returns on orders shipped internationally. 

  7. Where the value of the item taken in exchange exceeds the value of the item returned, customer shall pay for the excess; in other cases, no cash refund policy shall apply. The difference will not be returned if the price of exchange item is lower than the original item. 

  8. Shipping charges for an exchange are to be borne by the buyers. The original shipping fee are non-refundable.

  9. The following items cannot be returned and exchanged: underwear, socks, caps, accessories, items with non-returnable marks and free gifts.

 

(B) How do I make a return?

  1. Contact us to get the Return Form by providing the following information:-
    Order ID:
    Evidence:
    Reason:

  2. Please prepare the return items & form and pack them carefully, attached the return label by yourself and adhere it to the outside of the return parcel and post.

  3. Please choose your courier service at your own cost and mail the package.

  4. Except for exchange, we only refund in store credit — a code with a validity of 1 month, only eligible for use in HIGH CULTURED® website. Customer shall receive it via registered email. 

Note: A costs of shipping and handling fees — RM10 for West Malaysia / RM20 for East Malaysia will be collected from buyer for exchange confirmation. 

     

    (C) Incorrect  / Faulty / Missing of Orders:

    1. If you believe there is an incorrect or fault with an item please contact us within 24 hours of receipt, and provide the following information:-
      Order ID:
      Evidence:
      Reason:

    2. Replacement will be sent where the item is still available, returns of incorrect item is required before we ship the replacement to you.

    3. In this situation, the shipping fee will be covered by HIGH CULTURED®. 

    Sometimes unpleasant things happen like parcel lost or package is damaged, and it caused item is missing, in the meantime, do report to the courier service  within 24-48hours after receiving the parcel (get the case number), otherwise the claims can't be done.

     

    (D) Purchase from Physical Store:

    • Exchange must be made at the same outlet where you purchase.

    • Original Receipt must be presented and exchange valid within 7 days from the date of the purchased, if not, customer will not be entertained.

     

    (E) Important Notice:

    • Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-High Cultured products.

    • HIGH CULTURED® QC team will look into the returned product to make sure the conditions. Therefore, please make sure that you have meet all the Terms and Conditions in this policy to avoid reject of your request.

    • Under these following situations, we refuse to accept a return or exchange if the products lost or damaged due to:-

      • (a) natural disasters or fire;
      • (b) products damaged by misuse, improper care or negligence, or
      • (c) accidents (including pet damage), and soiled or contaminated;
      • (d) Products showing any form of damages which customers did not inform or proof to us;
      • (e) Products have smell of cigarette or perfume which showing excessive wear and tear.
    • HIGH CULTURED® will not entertain or be responsible for any lost or damaged parcel during the return. It is remain the responsibility for the customer until the package received by HIGH CULTURED® warehouse.

    • HIGH CULTURED® reserves the right to make the final decision on all return cases and amend the terms and conditions at any time without prior notice.