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Returns Policy


RETURNS INFORMATION

To find out how to return an item you bought on asics.com/sg, just use the menu below to jump straight to the information you need.

- When you can return an item

- How to return your products

- Items not eligible for return

- If you bought a product outside of Singapore

- Exchanges

- If you received defective or wrong product

WHEN YOU CAN RETURN AN ITEM

• If for any reason you are not satisfied, you can return your items with original tags intact and in their original packaging. Applies to all except sale items, socks, face covers and inner-wear products.

• All purchases in asics.com/sg have 14 days return policy from the date of receipt of your ordered goods. Please make sure that:

1. All tags are still attached

2. The product is unworn, unwashed and unaltered

3. The product is in its original packaging

ITEMS NOT ELIGIBLE FOR RETURNS

Please note that we cannot accept returns for the following reasons:

1. Products that have been scratched or soiled by the customer (including products with perfume or cigarette odors, and crushed or damaged outer boxes)

2. Products processed after ordering (products that have been hemmed, lengthened, printed, etc.)

3. When 14 days have passed after the item arrived without any special reason

4. Made-to-order product

5. Sale products / outlet products


Return Methods:

Ninja Van Returns

• Only online orders purchased on asics.com/sg with Home Delivery as the delivery option can be returned via this process

• To raise the return, please login to My Account.

• If you have checked out as Guest User, please e-mail our Customer Service at customers-sg@asics.com

• Our customer service team will send you retail details to return the item via Ninja Van. Please ensure to enter one of the following letters in the return form:
A. Size too big
B. Size too small
C. Not as pictured
D. Not as described
E. Parcel damaged on arrival
F. Wrong Item sent
G. Defective item sent
H. Change of mind

[Return reason code] For A, B, and H: Return shipping charges will be borne by the customer. The return shipping charge of $6.50 will be deducted from the total refund amount via the original mode of payment
[Return reason code] For C, D, E, F & G: Return shipping fee will be borne by ASICS

• Please ensure that you include the return form together with your return parcel

• If the return form is misplaced, you can find it from the "YOUR ORDER HAS BEEN SHIPPED" email and print it out. Alternatively, please contact Customer Service for a copy of it.

• Items that do not meet the above criteria will not be refunded

In-Store Returns

• Only online orders purchased on asics.com/sg with Click & Collect as the delivery option can be returned via this process

• Please note that you will be required to fill up the return form that comes together with your invoice, to be handed over to the store in order to process your return

• Items that do not meet the above criteria will not be refunded

HOW TO RETURN YOUR PRODUCTS

Ninja Van Returns

1. Submit your return request online via My Account. Once you are logged in:

• Go to “My Orders”, click on “Return” and select the item which you would like to return

• Select a “Cancellation Reason” and key in additional remarks if any

• Always choose mode of refund as “Refund to “Original mode of Payment”

• You may select pick up from original shipping address or enter new address

If you had checked out as Guest User, please e-mail our Customer Service at customers-sg@asics.com.

2. Once above actions are completed, you will receive an email indicating return request has been initiated. E-mail our Customer Service at customers-sg@asics.com to advise on your preferred pickup date to trigger an AWB number to your email address.

3. Insert the return form and item(s) into the original packaging and seal the packaging.

4. Write down AWB number on the packaging and hand over the parcel to Ninja Van driver.

5. Please ensure that the Ninja Van driver pastes and scans the return label when you hand over the parcel to the driver.

6. If pickup has failed on selected date, there will be an email from Ninja Van indicating the next day pick up schedule as a second attempt.

7. You may use NinjaChat bot on Facebook Messenger or Telegram should you wish to re-arrange the pickup date or time.

4. Once we have received the item(s) (this can take at least 3 working days) and have verified it, we will process the refund within the next 3 working days to the payment method used on the original purchase and the amount will include the cost of the product paid as reflected on your invoice and any tax applied as well as any return shipping cost if the return reason indicated is to borne by the customer. However, refund times are not guaranteed as shipments are handled by third parties and your bank or credit card company may require additional time to process your refund and for the refund to be reflected in your account. We therefore require you to allow us at least 21 working days in total to receive and process your returns.

In-Store Returns

1. Fill up the return form with the item(s) you wish to return, the return quantity and reason code

2. Head down to the store you collected your item(s) from with your return item(s) and hand the form over to the store. Please note that you can only return your item(s) to the store you collected your item(s) from

3. Once the store has verified the return item(s), we will process the refund to the payment method used on the original purchase and the amount will include the cost of the product paid as reflected on your invoice and any tax applied. However, refund times are not guaranteed as your bank or credit card company may require additional time to process your refund and for the refund to be reflected in your account. We therefore require you to allow us at least 21 working days in total to receive and process your returns.

IF YOU BOUGHT A PRODUCT OUTSIDE OF SINGAPORE

We can only accept products for return if they were bought in Singapore. If you have made your purchase in another country, please contact your nearest ASICS Customer Service team in your country of residence.

EXCHANGES

We currently do not accept exchanges through asics.com/sg. We only refund orders that meet our return criteria (explained above).

NO EXCHANGE OR REFUND FOR SALE ITEMS

Please note that sales items cannot be exchanged or refunded.

EXCHANGE/REFUND FOR PRODUCTS NOT PURCHASED FROM ASICS

To exchange/refund products that were not purchased from an ASICS store, please return the product to the retail location where it was purchased. 

 

IF YOU RECEIVED DEFECTIVE OR WRONG PRODUCTS

A defective product is defined as a product that: 

(i) is unfit for its intended purposes due to manufacturing or design flaws

(ii) has been damaged in the store prior to purchase

(iii) does not comply with advertising or labelling statements made about the product. 

When you return a product to ASICS claiming a defect, the product goes through a structured quality testing. Defects as a result of normal wear and tear, inexpert use, misuse, use contrary to ASICS’ instructions, carelessness, accident, failure to comply with maintenance instructions and/or normal maintenance, use for purposes other than normal use are not covered by ASICS’ guarantee obligations and are not eligible for refund, replacement or repair.
 

If you have received defective or wrong products, please contact our Customer Care at customers-sg@asics.com and we’ll be happy to assist you. Our normal business hours are 09:00 to 17:00 SGT, Monday to Friday, excluding public holidays.

 

GUEST CHECKOUT

If you made an order using guest checkout, please contact our Customer Care on customers-sg@asics.com.

ASICS Asia Pte. Ltd. reserves the right to make adjustments to the exchange/refund policy from time to time.