Refund policy
Last updated: 14 October 2026
Our policy
Because our products are underwear, we cannot accept returns or exchanges for hygiene reasons, including change of mind and size or colour exchanges. Please check our size guide carefully before ordering. We accept returns and replacements only for manufacturing defects, or if we sent you the wrong item.
What qualifies for a return
- Manufacturing defects (for example, faulty stitching or fabric flaws)
- Wrong item, size, or colour sent by us
- Items damaged during delivery
To qualify, the item must be unworn, unwashed, and in its original packaging with all labels attached. Items that have been worn, washed, altered, or damaged after delivery will be rejected.
How to request a return
- Email us at letushelp@privatestructure.com within [7] days of receiving your order.
- Include your name, order number, the reason for the return, and clear photos of the item (and of the packaging if the item arrived damaged).
- We will review your request and reply within [2 to 3] working days. Please do not send anything back until we approve it.
If approved, send the item to:
Private Structure International Sdn Bhd
No. 31, Lorong 6E/91 Taman Shamelin Perkasa,
Bt 3 1/2 Cheras, 56100 Kuala Lumpur, Malaysia
Tel: +60 3 9200 5089
Please use a trackable courier and email us the courier name and tracking number once you have sent it. Returns without tracking may not be processed.
International returns
If you are outside Malaysia and have an approved return, email us before sending anything and we will give you instructions for shipping it back, including any customs paperwork needed. Please do not send international returns without our approval, as they may be held at customs or refused.
Replacements and refunds
Once we receive and inspect the item, a confirmed defect or error on our side will be fixed with a replacement at no extra shipping cost to you. If a replacement is not available, we will refund you to your original payment method in Malaysian Ringgit (MYR) within [7] working days of approval. Your bank, e-wallet, or payment provider may take longer to show the refund, and if your account is in another currency, the exchange rate applied by your bank is outside our control.
Return shipping for approved defect or wrong-item claims will be [covered by us / reimbursed once the claim is confirmed]. For any return we have not approved, shipping costs are the customer’s responsibility.
Changing your order
You can change the size or colour of your order before it is dispatched by emailing us as soon as possible. Once the order has been handed to the courier, changes are no longer possible.
Cancelling your order
You can cancel an order before it ships. We will refund the amount minus a 10% processing fee, in MYR, and the refund may take up to [7] working days, though your bank or payment provider may take longer to show it. Orders that have already shipped cannot be cancelled.
Marketplace orders
Orders placed on Shopee, Lazada, or TikTok Shop follow the return and refund rules of that platform, so please submit those requests through the platform directly.
Thank you for your understanding.
