Exchanges, Returns & Refunds

Thank you for shopping at Lit Up 21.

Due to the nature of the limited items we carry, all sales are final. We do not offer returns or refunds except in the rare case of:

  • You received the wrong product

  • The product is faulty or defective

  • The product does not match its description

To request a return or exchange, please WhatsApp us at +6014 344 2338 or email us at hello@litup21.com within 48 hours of receiving your order.

Returns are only applicable to new, unused, full-priced items. Items purchased on sale, marked as final, or pre-owned are not eligible.

Return Eligibility Checklist:

  • Item is unused, undamaged, and in original condition

  • Includes all original components (laces, tags, boxes, etc.)

  • Garment labels/tags are fully intact

  • Receipt or proof of purchase is provided

  • Clear photos of the item and issue are submitted for review

If your return is accepted, we’ll provide the return address. Once received and inspected, refunds (if approved) will be processed within 3–7 business days. In certain cases, partial refunds may apply. Items returned without meeting the above conditions or missing parts due to customer error will not be eligible.

Lit Up 21 reserves the right to reject any return, refund, or exchange requests that appear to be abusive, fraudulent, or not in line with our policy.

3-Day Clothing Exchange (One-Time Only)

We offer a one-time clothing exchange within 3 days of:

  • Purchase (for in-store orders)

  • Receiving your parcel (for online orders)

Important Notes:

  • Applies to clothing only (not valid for footwear, accessories, collectibles, or limited-edition items)

  • Must be brand new, unworn, and in original condition with tags intact

  • Exchange is only valid for the same brand and design (subject to size availability)

  • If the preferred size is unavailable, alternative options may be offered at our discretion

  • No refunds will be provided for exchanges into lower-priced items; top-up is required for higher-priced items

How to Request an Exchange:

  • Online orders: WhatsApp our team at +6014 344 2338 within 3 days of receiving the item

  • In-store purchases: Visit the original store with your receipt within 3 days

All exchanges are subject to inspection and approval by Lit Up 21.

Refunds (If Applicable)

Once we’ve received and inspected your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method.

Please allow time for the refund to be reflected, as this may depend on your card issuer or bank's processing speed.

Late or Missing Refunds

If your refund hasn't appeared:

  1. Check your bank account

  2. Contact your card provider or bank

  3. If you’ve done both and still have issues, contact us at hello@litup21.com

Sale Items

All sale and discounted items are final and cannot be returned, exchanged, or refunded.

Exchanges (If Applicable)

We only replace items if they are defective or damaged upon arrival. If you need to exchange the same item, please contact us at hello@litup21.com or WhatsApp us.

Return Shipping

  • Customers are responsible for return shipping costs

  • Shipping costs are non-refundable

  • If a refund is granted, return shipping charges may be deducted from your refund amount

  • We recommend using a trackable shipping service or purchasing insurance, especially for items above RM300, as we cannot guarantee receipt of returned items

Contact Us

For any questions regarding returns, refunds, or exchanges, reach out to us at:

📧 hello@litup21.com
📲 WhatsApp: +6014 344 2338

 

Terms and conditions are subject to change without prior notice. By purchasing from Lit Up 21, you agree to our full Terms of Service and Privacy Policy.