Returns and Refunds
By ordering products on this adidas online store, you agree to be bound by adidas Return and Refund Terms. If you do not agree with any of these Terms, please do not purchase from this adidas online store..
- What is the return policy?
- How do I return my Order?
- When will I get my refund?
- Can I exchange a product?
- What should I do if my product arrives damaged or defective, or isn't what I ordered?
- Will you refund my shipping / delivery costs if I return my order?
- What do I do if my question isn't covered here?
1. What is the return policy?
If you are not entirely satisfied with your order, you may be entitled to a refund.
Simply follow the steps explained in this section.
HERE ARE A FEW THINGS WE NEED YOU TO KEEP IN MIND
Following these instructions will help you to get your funds back into your account as soon as possible.
1. We need you to book in a separate return for each order number. This means you need to generate one return form for each order.
2. We only accept returns within 30 day return period. If a return older than 30 days reaches our warehouse, adidas cannot accept the returned items and cannot give a refund under this Return Policy.
3. We are unable to refund the initial shipping cost of your order (all orders over RM330 qualify for free shipping).
4. The garment is unworn and its original conditional and packaging with tags still attached.
5. All return packages must be shipped using the forms generated from the own Retail Store, Postco portal or via Post shipment.
2. How do I return my Order?
You will have 3 return options:
1) Return in one of our own Retail Stores
2) Return via PostCo Service (only temporary)
3) Return via Postal Service
Return to own Retail Stores
You can return your merchandize products at any of our own retail stores below:
- adidas Sports Performance Pavilion
- adidas Sports Performance KLCC
- adidas Sports Performance Gardens
- adidas Sports Performance Nu Sentral
- adidas Sports Performance JBCC
- adidas Sports Performance IOI City Mall
- adidas Sports Performance Gurney Plaza
- adidas Sports Performance Paradigm Mall
- adidas Originals Gurney Plaza
- adidas Originals KLCC
- adidas Originals Mid Valley
To ensure an easy return and refund process, please kindly follow the below instructions.
1. Bring your order confirmation email, which displays the products you have purchased on http://shop.adidas.com.my/
2. Bring your physical product you wish to return
3. Our friendly store staff will support you with the return procedure and provide you with a proof or return form.
4. The refund will be made by adidas online store to your payment service provider (for example your credit card supplier). Please note that this may take time depending on the payment provider. If you have not received your refund within 21 business days, please contact our Customer Service team 1-800-806673 or email us at email@example.com
Return via PostCo
We have recently partnered with PostCo to offer you more convenience to return your products to our members. From December 1st 2016 – May 31st 2017, we will offer that to all of our consumers as a new complementary service.
Steps to follow using PostCo Return:
1. Visit here to start your return.
2. Choose preferred PostCo location.
3. Select the retailer from a dropdown of retailers that has integration with PostCo Return Service and fill in the fields. You will need your original order ID to book in your return. It starts with aMY followed by 9 digits. Make sure you use the complete order ID, e.g aMY123456789. You can find this number on your order or shipping confirmation email and also your invoice.
4. Fill up the Customer Information or log-in to complete booking.
5. Download and print your shipping label (in PDF format). Apply to your package once you have securely packed your items.
6. Drop off your parcel to your selected PostCo location.
7. Once the parcel has been dropped-off, PostCo will notify you that your parcel has been accepted.
Go to https://www.postco.com.my/track and use the collection code to track your return. You can find your collection code on your PostCo returns slip.
Please allow up to 14 days for your return to be processed. If you have not received your refund within 21 business days, please contact our Customer Service team 1-800-806673 or email us at firstname.lastname@example.org
Return via Postal Service
If the above Return options via own Retail stores or PostCo do not apply for you and you wish to initiate a return by post, please contact our Customer Service team 1-800-806673 or email us at email@example.com
For the following cases, we will come to you to pick up the return. Just get in touch with our customer service team.
1. You have received the wrong order.
2. You have received the same product twice.
Notice: Before you ring the customer service, please ensure you have your email notification which was sent to you during the order/delivery process.
3. When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by adidas online store to your payment service provider (for example your credit card supplier).
Please note that the time taken for a payment service provider to provide you with your refund can vary depending upon the provider. For further information and especially if you do not receive your refund within 21 business days, please feel free to call our online shop customer service team 1-800-806673 or email us at firstname.lastname@example.org and let the advisor know the details of your order and about your open question. [top]
4. Can I exchange a product?
Unfortunately, we are unable to exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order or purchase the right size in one of our own Retail Stores above for the right size / color. It is only possible to get a refund on returns when the return is in line with our return policy. [top]
5. What should I do if my product arrives damaged or defective, or isn't what I ordered?
If you have received a damaged a defective product, please return the product as per the return instructions. If you have received the incorrect order, please contact our Customer Service team 1-800-806673 or email us at email@example.com and let the representative know the details of your order and they will then assist you further.
If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:
1) Obtained from a source other than http://shop.adidas.com.my/
2) Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
3) Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.) [top]
6. Will you refund my shipping / delivery costs if I return my order?
We will refund the complete costs of the return. We will not refund the shipping costs. [top]
7. What do I do if my question isn't covered here?
If you cannot find the answer to your question here, we recommend you to call our online shop customer service team at 1-800-806673 and let the advisor know the details of your order and / or about your open question. You can also send us an email with all the details. Our advisors are happy to assist you. firstname.lastname@example.org [top]