Departmental Stores in KLCC, The Gardens, 1 Utama and Lot 10
Isetan The Japan Store Isetan Shinjuku Isetan Kyoto

Exchange & Return Policy

Subject to the terms and conditions contained herein and the Terms of Use, the Exchange and Return Policy (‘Policy”) here shall be binding on the User for all purchases. 

All purchases may qualify for a return or exchange within seven 7 days from the date of receiving the item(s). Customers may exchange an item for a different colour or size, and equal value only.

  • Items must be in new, unused, and resalable condition.
  • Merchandise purchased from the same store.
  • Discounted merchandise and clearance item is not eligible for exchange or return.
  • Merchandise that has been damaged or spoiled through customer’s or user’s neglect will not be eligible for exchange.
  • Change of mind is strictly NOT allowed as a reason for the exchange or return.
  • Original proof of purchase (receipt) is required for all exchanges.
  • The item must be within the eligible exchange period.

Eligibility period:

  • Within 7 days from the date of purchase.

For health and safety reasons, the conditions stipulated above, the below categories do NOT apply for items exchangeable or returnable unless they are faulty or not as described:

  1. Skin care, cosmetics, and fragrances.
  2. Foodmarket items / perishable goods.
  3. Cooked and delica food and beverages items.
  4. Liquid products
  5. Undergarments, lingerie sets, socks, swimwear & bedding items
  6. Electrical appliances
  7. All types of vouchers
  8. Any other items which may be prescribed by Isetan Kuala Lumpur from time to time
  1. Visit the respective store for the item purchase with the original item and proof of purchase (receipt).
  2. The staff will assist in finding a suitable replacement item or process a refund if the item is not available.
  3. If a replacement item is of higher value than the original purchase, the customer will be responsible for the price difference.
  4. If a replacement item is lower than the original purchase, no refund will be given.
  5. If a member refund/return any items for which Points have been credited, the corresponding number of Points for the item returned will remain.
  6. During the Promotion Period, any purchases that result in earned e-promotion coupons or e-rewards cannot be returned.
  • Credit Note is valid for 30 DAYS from the issued date and NOT exchangeable for cash.
  • Valid for a single transaction only at any Isetan Store in Malaysia. 
  • Customer is required to present this Credit Note upon payment.
  • Only Original and physical Credit Note is accepted 
  • Any unutilised balance will not be refunded.
  • Payment made using a Credit Note will not be entitled to point accumulation or rewards.


  • Once the payment for an instant membership upgrade from Silver to Gold, is processed through Ipay88, Isetan Kuala Lumpur does not offer any refunds, regardless of the circumstances.
  • This includes but is not limited to, changes in mind, dissatisfaction with membership benefits, or any technical issues related to the memberships.
  • Merchandise purchased during a promotional period and entitled to a promotional E-Coupon or rewards are NOT eligible for return. This policy applies to all products or services obtained under promotional offers, including but not limited to discounts, buy-one-get-one offers, and gift-with-purchase promotions.
  • Merchandise bought using an E-Coupon cannot be refunded, returned, or exchanged. E-coupons used for such purchases will not be refunded in the form of an E-Coupon or a physical coupon.
  • Isetan Kuala Lumpur will not bear any charges incurred by customers during the process of return, exchange, or refund of merchandise.
  • All terms and conditions of the ‘Return & Exchange Policy’ will apply to all purchases made by members and non-members.
  • IMC Members are required to present ISETAN app when making a purchase, refund, or return.
  • If returning or refunding an item qualified for a free Gift, the customer is required to return it to Isetan Kuala Lumpur. If the customer chooses to keep the free gift or the coupon has been redeemed, the value will be charged to the credit note.
  • Vendors and non-participating counters are not in compliance with Isetan of Japan Sdn Bhd’s Return and Exchange Policy. Customers are required to adhere to the individual Vendors and non-participating counter policies

*Isetan Kuala Lumpur reserves the right to alter, change, and/ or amend the terms and conditions without prior notice.

Updated as of December 2023

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