Return and Exchange Policy
All eligible returns will be refunded in the form of store credits to the customer’s account. Original shipping charges are strictly non-refundable. Return or exchange must be initiated within fourteen (14) days from the date of purchase.
All items purchased through ButNotReally™, whether in-store or online, are only eligible for return or exchange via the Contact Us channel or at official ButNotReally™ retail stores.
Items purchased from third-party retailers, resellers, stockists, or any platforms outside of ButNotReally™’s official online or physical stores are not eligible for return, exchange, or refund through ButNotReally™ under any circumstances.
If a defective product, incorrect item, or damaged goods are received, please submit a return request via Contact Us. Store credits refund is allowed for defective items. Customer is required to provide the email address used to place the order and follow the instructions provided.
All returned items must be unused, unworn, and in their original condition, including all original tags, packaging, and boxes. Returns that do not meet these requirements may be rejected upon inspection.
Final Sale items are strictly non-refundable. Please review all product details carefully before completing the purchase.
Repulse Studio Sdn. Bhd. reserves the right to apply a refund handling fee for returns that do not comply with this policy, including but not limited to items returned damaged, worn, or without original tags or packaging.
Return & Exchange Processing
Once the return item is received and inspected, a notification will be sent via email regarding the approval or rejection of the refund.
If approved, the refund will be issued as store credits to the customer’s account within two (2) working days. Please note that the store credits are valid for six (6) months from the date of issue. Original shipping charges are non-refundable.
Exchanges will be processed within 2 working days once the returned items are received in good condition.
Returns Eligibility
To be eligible for a return, the item must:
- Be unused and in the same condition as received
- Be returned in its original packaging or box
- Include all original tags and accessories
Non-Returnable Items
The following items are not eligible for return or refund:
- Gift cards
- Personal care items
- Accessories
- Socks
- Final Sale items
Final Sale Items
Final Sale items include, but are not limited to:
- Sale or discounted items
- Promotional items
- Socks
- Collaborative releases
- Products purchased using coupons or promotional codes
- Any items expressly marked as Final Sale or Non-Returnable
Shipping & Return Costs
Customers are responsible for all return shipping costs. Please note that original shipping charges are non-refundable.
If a refund is approved, any applicable return shipping fees may be deducted from the refund amount.
Delivery times for exchanged items may vary based on the shipping address.
ButNotReally™ strongly recommends using a trackable shipping service or purchasing shipping insurance when returning items. Repulse Studio Sdn. Bhd. is not responsible for items lost during return transit and cannot guarantee receipt of returned shipments.