EXCHANGE
Winter Time provides a one-time size exchange to ensure the best possible online shopping experience. All items are eligible for size exchange only; requests to exchange for a different color or a different item are not allowed. For hygienic reasons, we are unable to accept exchanges or refunds for disposable undergarments, thermal wear, and accessories.
Customers must submit their exchange request via email or by contacting us within three (3) working days upon receiving the parcel from the courier service. Customers must obtain size exchange approval from Winter Time before the size exchange request is valid for proceeding. Once approved, the returned product must reach us within seven (7) working days. A new order will be processed only after the returned item is received and passes our incoming quality inspection.
All returned items must be in their original condition — unwashed, unworn, unaltered, and with all tags intact. Winter Time is not responsible for returned parcels until they arrive at our office, so customers are strongly advised to keep the courier receipt and tracking number as proof of return.
Return shipping charges paid by the customer are not refundable or claimable. Additionally, we do not offer exchange or refund for requests made due to a change of mind.
To proceed with a size exchange, please email us at wecare@wintertime.com.my or contact us. Our Exchange and Return Team will follow up with you via email.
RETURN
Return for items purchased online can only be processed via Winter Time website under “My Account”.
If manufacturing defect or wrongly delivered is confirmed on the returned products, we will give you a complete refund based on the price of sale including the charges you have accrued of delivery and return.
However, if the return is arranged and paid by the customer, such return charges are not refundable or claimable.
Please note that we do not cover or reimburse any return or exchange request due to change of mind.
The refund will always be paid using the same payment means you used to pay for your purchase.
All items must be in the original selling condition (new, unused, unwashed, unaltered or defective) with all tags attached.
We will not accept merchandise that has been worn, used, altered, damaged or defective other than manufacturing defect. In other words, incomplete, damaged, worn, soiled or altered returns, or anything we reasonably believe has been used or worn, will not be accepted. Please also note that merchandise that are damaged as a result of wear and tear are not considered to be faulty or defective.
Original invoice is required for return within 14 days from date of order confirmation.
Items returned without original tag, or damaged item, may result in a delayed refund or may not qualify for a refund.
You will have to return the product to the address indicated on the return form that you receive upon assessment confirmation.
Please note that return due to missed promotion / future promotion / membership related is not applicable.