Returns Policy

We want you to be delighted with your purchase. If you are not, we’re here to help with easy returns or exchanges, following Singapore’s consumer protection laws.

 

1. Return Eligibility and Timeframes

 

  • Change-of-Mind Returns: We offer a 30-day return window for most products. To qualify, the item must be unused, unwashed, and in its original condition with all original tags and packaging intact and purchased from our sg.2xu.com portal. Please retain the proof of purchase (order confirmation or receipt), as it is required for all returns.
  • Exchanges: Within the same 30-day period, as long as the items are in eligible condition, simply return the items and place a new order with your preferred size or colour. A full-refund will be credited back to your original form of payment.
  • Non-Returnable Items: For hygiene and safety reasons, specific categories are not eligible for return or exchange unless defective. These include: underwear, socks, and any items marked “Final Sale” or “Non-returnable” at the time of purchase. Gift cards are non-returnable and cannot be exchanged for cash. If you have questions about whether an item is returnable, don't hesitate to contact our customer service before purchasing.

 

2. Procedure for Returns/Exchanges

 

  • Initiating a Return: To start a return or exchange, please visit our Returns Portal on the website or contact our Customer Care team at [support email/phone]. Provide your order number and the item(s) you wish to return or exchange.
  • Method of Return: Our designated courier service provider will pick up returned items for your convenience. Note: Unless the return is due to our error or a product defect, the cost of return shipping (if any) will be deducted from your refund.
  • Exchange Process: For exchanges, please contact our Customer Care team at singapore@2xu.com.
  • Method of Exchange: Our designated courier service provider will pick uo item/s for your convenience.

 

3. Condition of Returned Items

 

Returned merchandise must meet the following conditions to be accepted:

  • The item is unused, unwashed, and in original condition. (You may try on apparel for sizing, but please do not remove tags or soil the garment.)
  • The item is returned with all original tags, labels, and packaging accessories (e.g., shoe box, garment bag).
  • The product is not stained, torn, or damaged, and is free of odours (no perfume, smoke, etc.).
  • We reserve the right to reject returns not meeting these conditions (e.g., worn or damaged items not due to our fault). Such items may be returned to you, and no refund will be issued. Our decision on the state of returned products is final.

 

4. Refunds

 

  • Refund Method: We will refund your original payment method whenever possible for approved returns. For example, credit card purchases will be refunded to the same card.
  • Refund Amount: The refund will cover the returned item's purchase price, excluding any shipping fees paid at checkout (shipping costs are non-refundable, except where we shipped you a wrong or defective item). If you received any gifts or promotional items with the order, these must also be returned, or their value may be deducted from the refund if kept.
  • Processing Time: Once your returned item is received at our warehouse or store, we will inspect it and notify you via email of the return status. If approved, refunds will be processed within 10–14 business days. Depending on the issuing bank's processing times, the credit may take additional days to be reflected in your bank or card statement. Please allow up to approximately 2–3 weeks from the return shipment date for your refund to be completed. We will do our best to process it sooner.

 

5. Defective or Wrong Items (Lemon Law Compliance)

 

We stand by the quality of our products. If you receive an item that is defective, damaged, or unsatisfactory, or if we sent you the wrong item, we apologize and will make it right. In such cases:

  • Contact Us Promptly: Please notify us at singapore@2xu.com within 7 days of receiving a defective or incorrect product. Provide your order number, details of the issue, and (if possible) photographs of the defect or error. This will help us assess the situation quickly.
  • Free Return & Remedy: For confirmed cases of defect or error on our part, we will arrange a free return pickup or ask you to drop off the item at a convenient location at our expense. You will be offered the choice of a replacement, exchange for a similar item, or a full refund of the purchase price and any shipping fees you paid. We will prioritize sending you a new product if that is your preference and stock is available.
  • Singapore Lemon Law: Under Singapore’s consumer protection (“Lemon Law”) provisions, consumers are entitled to remedies if a product is not of acceptable quality or has a manufacturing defect at the time of delivery. If a defect is reported within 6 months of delivery, it is presumed to have existed at the time of delivery, unless we can prove otherwise. We will offer to repair or replace a defective product in line with the law. If repair or replacement is impractical or fails to resolve the issue, you may keep the product at an agreed reduced price or return it for a refund. Our returns policy for defective goods thus extends to any latent manufacturing defects discovered within 6 months of purchase – be sure to contact us immediately if such an issue occurs, and we will honour the remedy obligations under Singapore law.
  • Manufacturer Warranty: (If applicable) Some of our products may come with an additional manufacturer’s warranty or guarantee. Any such warranty is separate from this returns policy, but we will be happy to assist you in contacting the manufacturer or facilitating a claim if needed.

 

6. Warranty

 

  • Please email singapore@2xu.com for any faulty / warranty claims. In the email provide your order number and explain why your product is faulty. The customer service team will then reply and send you a claims form that must be completely filled out. Upon completion, the claim will be assessed by our team.
  • We have the right to inspect claimed damages to items and decide on the outcome and cause of damage.
  • Warranty or repairs for Wetsuits
  • For products purchased in-stores, you must return to the placed of purchase to initiate your warranty claim. You will be asked to provide a receipt.

 

7. Return Lead Times and Notifications

 

We aim to make the return process as swift as possible:

  • After you ship a return to us (for mail-in returns), transit time is typically 2–5 business days within Singapore. We will notify you by email when we have received your returned parcel.
  • Inspection and processing of your return usually takes 1–3 business days after arrival at our facility. We will then issue the refund or exchange as per our policy.
  • If you opted for an exchange, the replacement product will be shipped to you according to standard shipping timelines (usually 2–4 business days for local delivery). You will receive a shipping confirmation and tracking number.
  • From initiating a return to completing the refund or exchange, please allow roughly 1–2 weeks. During peak seasons (holiday periods or major sales events), processing times may be slightly longer, but we will endeavour to keep you informed.

 

8. Other Terms & Conditions

 

  • Proof of Purchase: A valid proof of purchase is required for all returns, exchanges, or warranty claims. This includes the order invoice, e-receipt, or order confirmation email. We cannot process returns for unverified items purchased from sg.2xu.com.
  • Original Form of Payment: Refunds will be made to the original form of payment whenever possible. If the original account is closed or the credit card has expired, please inform us – we may issue the refund via alternate means (e.g., bank transfer or cheque).
  • Fraud Prevention: We reserve the right to decline a return or exchange if we detect fraud, abuse of policy, or irregular return patterns. Our returns policy is intended to accommodate reasonable, good-faith returns.
  • Consistency with Law: This policy is written to comply with Singapore’s Consumer Protection (Fair Trading) Act and other relevant laws. In the event of any conflict between this policy and applicable law, the provisions of the law will prevail. Nothing in this policy limits or replaces your rights under Singapore law.
  • Contact for Assistance: If you have any questions about our returns and exchanges process, or if you encounter any difficulties (for example, if you lost your receipt or the return period has just passed), please reach out to our Customer Care at singapore@2xu.com. We value our customers and will do our best to find a satisfactory solution.

 

9. Refund of Shipping Charges

 

If the return is due to our error or a defective product, any standard shipping charges you paid for the order will be refunded along with the product price. However, original shipping fees (if any) are not refundable for change-of-mind returns. Additionally, any costs you incur to ship the item back to us will not be reimbursed, except where we provided a prepaid return label or as required by law.

 

10. Contact details and additional information

 

If you would like more information about Singapore 2XU's approach to privacy, of if you wish to contact us regarding the information set out in this policy, please contact us by email at admin.sg@2xu.com.

 

11. Updates to this Policy

 

Our returns policy may be updated occasionally to reflect changes in business practices or legal requirements. The latest version will always be available on our website. Please review the policy before purchasing or initiating a return to ensure you have current information.

This Returns Policy is effective as of June 2025 and applies to all purchases made on or after this date.

Thank you for shopping with sg.2xu.com. We are dedicated to providing high-performance sportswear and a seamless shopping experience. If you have any feedback or concerns regarding our products or this policy, we encourage you to contact us – your satisfaction is our top priority.