Refund policy

We do not accept any returns or exchanges due to hygienic reasons or claims that the products received do not match the pictures and size indication/guide as published on our website.

Please be aware that we do not accept worn, torn, or any merchandise that does not retain its original labelling or packing when returning underwear. Return of product is accepted only if due to manufacturing defect. Your products WILL be rejected if they don’t follow the aforementioned terms.

PRODUCT RETURN

Please send us an email at customerservice@privatestructure.com before any return. Do include your name, order number, reason for return and pictures of the item.

If your items meet the aforementioned requirements and upon our acceptance of return or exchange, follow the return instructions below;

RETURN ADDRESS:

Private Structure International Sdn Bhd
No. 31, Lorong 6E/91 Taman Shamelin Perkasa,
Bt 3 ½ Cheras, 56100 Kuala Lumpur,
Malaysia

Tel: +60 3 9200 5089

The return must be made via a trackable service; once you have the tracking information, kindly share it with us along with the name of the courier who was used.

Please note that all shipping fees and any applicable taxes are the responsibility of the customer.

In the case of defective items, customers may return the product to us for inspection. Once received, our team will assess the item, and if it is confirmed to have a manufacturing defect, we will provide a replacement at no additional shipping cost.

However, for returns initiated for reasons other than manufacturing defects—such as exchanges for a different size, colour, or design—the customer will be responsible for all associated shipping costs and duties tax.

You have the option to not comply, in which your return request shall be rejected.

PRODUCT EXCHANGE

You may alter your order, such as changing the colour or size of the product(s) before the package is sent. However, after we dispatched the order to our courier service provider, all additional shipping costs and tax charges involved shall be borne by the buyer.

ORDER CANCELLATION

If you wish to cancel your order before we ship it out, the refund can be processed with a deduction of 10% processing fees. The refund process may take up to 7 working days.

We appreciate your understanding.