1.1  All ISETAN stores are affiliated with Isetan of Japan Sdn Bhd.

1.2  ISETAN Membership is a loyalty and reward program designed for customers of Isetan Kuala Lumpur.

1.3  ISETAN privileges refer to the exclusive benefits offered to ISETAN members and their collaborative Programme Partners. These privileges are subject to specific terms and conditions of use for each individual’s benefits, ensuring tailored and rewarding experiences for our valued customers.

1.4  ISETAN App is an app for the Management of the IMC Card & Isetan KL Rewards program and serves as a communication channel for all the Sales and Marketing of all Isetan Stores.

1.5  Successful registration and use of the ISETAN App constitutes Member’s consent to be bound by all the terms
of Use of the App.

1.6  Silver, Gold, and Platinum Membership, E-Coupon, E-Rebate Voucher, Gift Voucher, and points, rewards, in whatever form are issued by and remain property of ISETAN KUALA LUMPUR (ISETAN) who may, at any time, terminate the Scheme or alter or amend the conditions of operation of the Scheme.

2.1  ISETAN membership is open to individuals who are 18 years of age and above. Resident and non-resident of Malaysia with a registered Malaysian Mobile Number.

2.2. ISETAN membership is not applicable to foreign tourists visiting Malaysia.

2.3  SILVER membership is an entry-level membership that is provided at no cost. To become an Isetan member, customers are required to download the ISETAN mobile App. The Usage of the ISETAN App is subject to the membership terms and conditions.

2.4  Customers may register for ISETAN membership with a Malaysian Mobile number and email address.  SMS or email authentication code will only be sent to the Member’s registered mobile number or email address. Mandatory information during the registration

• Full Name as IC / Passport
• NRIC / Passport number
• Malaysia Mobile Number
• Email address

2.5  A successful registration on the ISETAN Apps, the system will promptly generate the member’s electronic membership card (E-Card). This E-Card by the ISETAN Apps will include essential information including: 

• Up-to-date Member Profile
• Purchase History
• Current earned points
• Rebate amount earned, utilized, and expired history (during the Rebate Voucher period)
• E-coupon earned, utilized, and expired history
• Rewards or any additional membership benefits and privileges.

2.6  Members are only entitled to either one SILVER, GOLD, or PLATINUM account each. ISETAN reserves the right to refuse, merge, or close additional accounts at any time.

2.7  Members can choose to leave the scheme at any time they choose. By choosing to leave this scheme, members forfeit their rights to any points, E-Rebate voucher, or any E-Coupon or reward entitlement.

2.8  This E-Card allows members to conveniently access and manage these details within the ISETAN Apps mobile platform.

3.1  To elevate the shopping experience with Isetan, we have introduced three (3) member tiers. Your tier status determines the exclusive benefits & privileges, special discounts and much more. 

• SILVER Members for New downloading ISETAN Apps and registered as ISETAN Apps users.
• Existing REGULAR Membership will be awarded as GOLD Members.
• PLATINUM Membership will remain as PLATINUM Members

3.2  Members are required to accumulate purchase points to reach or maintain their respective membership tier.

• SILVER Membership – 0 – 799 points
• GOLD Membership – 800 points – 9,999 points
• PLATINUM Membership – 10,000 points and above

3.3  The upgrade membership tier status will depend on the Member’s accumulated purchase points over the past 12 running months s or an instant upgrade, whichever occurs earlier 

• SILVER to GOLD – points need to qualify 800 – 9,999 
• GOLD to PLATINUM – points need to qualify 10,000 and above 
• SILVER to PLATINUM – points need to qualify 10,800 and above points

3.4  Instant upgrade tokens will be rewarded based on the tier-by-tier rebate percentage:

• SILVER to GOLD – 800 points x 2% rebate = 16 tokens
• GOLD to PLATINUM – 10,000 points x 5% rebate = 500 tokens
• SILVER to PLATINUM – 16 tokens + 500 tokens = 516 tokens. The remaining points will be carried forward and awarded a 7% rebate in 6 running months.

3.5  SILVER Members have the option to swiftly upgrade to the GOLD membership by paying RM15, without the need to accumulate a minimum of 800 points.

3.6  The spending purchase points and membership level will be monitored by the ISETAN membership System and to be upgraded/reinstated accordingly.

3.7  Upon upgrading, Gold and Platinum Members will be awarded special privileges corresponding to the specific membership level. Points, discounts, E-Rebate Vouchers, E-Promotional Coupons, rewards, privileges, etc. will be subjected to the terms and conditions as set for each type of reward.

4.1  Members Points will be awarded: –

• 1 point for every RM1 spent on Normal Priced Items (excluding any tax if any) 
• 1 point for every RM10 spent on Promotional, Value Buys, and discounted Items (excluding any tax if any, and in addition to any purchase of Isetan Gift Vouchers). 

4.2  Shop and earn points, members have the opportunity to accumulate points every time they shop at Isetan. The rebate points accumulate every 6 running months:

• SILVER Members: 2% rebate on total points earned
• GOLD Members: 5% rebate on total points earned
• PLATINUM Members: 7% rebate on total points earned

4.3  SILVER, GOLD, and PLATINUM are points accumulation. Members can earn points for purchases made at any Isetan Departmental Store, Isetan The Japan Store @ Lot 10 including the Foodmarket.

4.4  Points will not be accumulated at Vendors shop, SPA, Hair Salon, Service Counter, or any non-participating counter.

4.5  Points shall only be accumulated upon presenting the E-Card to the cashier at the time of purchase with valid payment and is recorded by the Points of Sales (POS).

4.6  Updated purchase points will be reflected 5 minutes after Points of Sales (POS) transactions are completed.

4.7  Members who failed to present their valid E-Card during payment are not allowed to claim back the points at the cash register or via email notification.

4.8  Any unredeemed accumulated points are not allowed to be transferred to another member’s account and have no monetary value at any point in time.

4.9  The points awarded may vary depending on the products bought from the respective store promotion period.

4.10  Points will not be awarded for non-qualifying Vouchers/Coupons such as E-coupons,   E-Isetan Rebate Vouchers, and any other Vouchers/Coupons that are excluded from this point accumulation scheme. 

4.11  ISETAN will cancel or remove points accumulated for any cancelled or returned transactions by members within the same day.

4.13  If a member refund/return any items on the next day for which Points have been credited, the corresponding number of Points for the item returned will remain.

4.14  Members’ points will NOT be awarded for the transactions made using a Credit Note.

4.15  Points awarded at the time of the transaction or vouchers already issued may be removed or deemed invalid if ISETAN determines the points collected are in breach of the terms and conditions or fraudulently awarded.

4.16  Points have no monetary value until it’s converted to an E-Rebate Voucher.

4.17  The Purchase of Isetan Gift Vouchers or Isetan Gourmet Vouchers will not earn any Member’s points.

4.18  Additional Points promotions are bound by the mechanics and terms & conditions specified for the respective campaign.

4.19  Points cannot be sold, transferred, or assigned and must follow the point’s terms and conditions. 

4.20  Isetan Kuala Lumpur reserves the right to deduct any Points from Member’s Point balance/account without notifying Isetan Members if:

• Any Points are suspected to be fraudulently recorded.
• Any Points are recorded as errors.
• Any Points are related to a transaction that was cancelled/returned.

5.1  ISETAN Rewards are the gifts, rewards, and services redeemable with specific ISETAN points featured in any marketing material and platform during the available period stated.

5.2  Members may redeem the rewards at the I-Club counter. Members must present his/her E-Card and Identification Cards for verification when required.

5.3  ISETAN’S rewards, E-Coupons, and gifts can be accessed and redeemed through the App by our members.

5.4  ISETAN’S rewards, E-Coupons, and gifts can only be redeemed through the system’s online status.

5.5  Rewards in the form of physical products are available for a specific period and on a “while stock lasts” basis. ISETAN Kuala Lumpur reserves the right in its sole discretion to discontinue any reward, or gifts or to substitute a similar item of equal or higher value at any time without notice.

5.6  Rewards in the form of E-Coupons are a payment that can be redeemed directly against any purchase at any ISETAN store. Members must present E-Cards and e-coupons before making any payment, as following procedure:

• Inform the cashier on duty you wish to use e-coupons, and e-rebate vouchers as part of the payment
• Log in to ISETAN Apps account
• Clicks “Voucher rewards”
• Select the type of e-coupon, choose the denomination required, and present its QR Code.

5.7  The QR code for e-coupon and e-rebate voucher must be generated by a Member’s mobile device and ISETAN App account.

5.8  A photograph or screenshot of a mobile screen with the QR code of members number is not acceptable for scanning or redemption.

5.9  Once the e-coupon/e-rebate voucher payment is successful, the relevant e-coupon/e-rebate voucher will be deducted immediately from the Member’s account.

5.10  Points accumulation remains unaffected when customers make payment using any accepted payment mode other than e-coupons, e-rebate vouchers, and Credit Note.

5.11  All redeemed Gift/Rewards item(s) must be redeemed before the specified expiry date. If a Member does not redeem during the given date, both the corresponding Points and the uncollected Reward (s) will be forfeited.

5.12  ISETAN reserves the right to refuse the redemption of any rewards or recall a redeemed item if suspected that the Points were fraudulently accumulated or recorded in error.

6.1 All accumulated points, tokens, rewards and e-vouchers associated with the account will be forfeited upon closure. These cannot be transferred, redeemed, or reinstated after the account termination.

6.2 Account closure is final and cannot be reversed. Members are advised to utilize any tokens, e-vouchers and rewards before initiating the termination process.

6.3 By proceeding with account termination, the member acknowledges and agrees to the forfeiture of all associated benefits and rewards.

6.4 Isetan of Japan Sdn. Bhd. will not be liable for any unredeemed tokens, e-vouchers, or rewards once the account closure process has been initiated.

7.1  Members are not eligible to receive replacements for any of the points, e-coupons, e-rebate vouchers, gifts, or rewards that have been forfeited or left unclaimed. 

7.2  All the Membership Terms and Conditions (including the Policy on Privacy and Data Protection) govern the Membership Program. By applying to register with the Program or using the mobile app, a member is deemed to have accepted these Terms and Conditions.

7.3  ISETAN reserves the right to amend/terminate the privileges, benefits, and terms & conditions from time to time at its sole discretion without any prior notification to Members and without being liable in any way to Members.

7.4  All membership correspondence and marketing information about ISETAN Membership, Rewards, Gits, Privileges, Sales, and Promotional activities will be sent via Mobile App Push Notification, Electronic Mail or Short Messaging System (SMS).

7.5  ISETAN shall not be held responsible for any undelivered Mobile App Push Notification, Electronic Mail, or Short Messaging System (SMS) for whatever reasons.

7.6  Employees of ISETAN, Promoters, or Business Associates are prohibited from keeping and/or accumulating points from purchases of a non-member.

7.7  Employees of ISETAN, promoters, or Business Associates are prohibited, under circumstances, from collecting Promotional Coupons/Vouchers on behalf of a card holder.

7.8  Promoters, staff and employees of ISETAN are not eligible to apply as ISETAN Members.

7.9  Promoters or any employees of ISETAN are prohibited from keeping or accumulating points from the purchases of a non-member using another member’s card.

Subject to the terms and conditions contained herein and the Terms of Use, the Exchange and Return Policy (‘Policy”) here shall be binding on the User for all purchases. 

All purchases may qualify for a return or exchange within seven 7 days from the date of receiving the item(s). Customers may exchange an item for a different colour or size, and equal value only.

• Items must be in new, unused, and resalable condition.
• Merchandise purchased from the same store.
• Discounted merchandise and clearance item is not eligible for exchange or return.
• Merchandise that has been damaged or spoiled through customer’s or user’s neglect will not be eligible for exchange.
• Change of mind is strictly NOT allowed as a reason for the exchange or return.
• Original proof of purchase (receipt) is required for all exchanges.
• The item must be within the eligible exchange period.

Eligibility period:

• Within 7 days from the date of purchase.

1. Visit the respective store for the item purchase with the original item and proof of purchase (receipt).
2. The staff will assist in finding a suitable replacement item or process a refund if the item is not available.
3. If a replacement item is of higher value than the original purchase, the customer will be responsible for the price difference.
4. If a replacement item is lower than the original purchase, no refund will be given.
5. If a member refund/return any items for which Points have been credited, the corresponding number of Points for the item returned will remain.
6. During the Promotion Period, any purchases that result in earned e-promotion coupons or e-rewards cannot be returned.

For health and safety reasons, the conditions stipulated above, the below categories do NOT apply for items exchangeable or returnable unless they are faulty or not as described:

1. Skin care, cosmetics, and fragrances.
2. Foodmarket items / perishable goods.
3. Cooked and delica food and beverages items.
4. Liquid products
5. Undergarments, lingerie sets, socks, swimwear & bedding items
6. Electrical appliances
7. All types of vouchers
8. Any other items which may be prescribed by Isetan Kuala Lumpur from time to time

• Credit Note is valid for 30 DAYS from the issued date and NOT exchangeable for cash.
• Valid for a single transaction only at any Isetan Store in Malaysia. 
• Customer is required to present this Credit Note upon payment.
• Only Original and physical Credit Note is accepted 
• Any unutilised balance will not be refunded.
• Payment made using a Credit Note will not be entitled to point accumulation or rewards.

Exclusions:

• Once the payment for an instant membership upgrade from Silver to Gold, is processed through Ipay88, Isetan Kuala Lumpur does not offer any refunds, regardless of the circumstances.
• This includes but is not limited to, changes in mind, dissatisfaction with membership benefits, or any technical issues related to the memberships.
• Merchandise purchased during a promotional period and entitled to a promotional E-Coupon or rewards are NOT eligible for return. This policy applies to all products or services obtained under promotional offers, including but not limited to discounts, buy-one-get-one offers, and gift-with-purchase promotions.
• Merchandise bought using an E-Coupon cannot be refunded, returned, or exchanged. E-coupons used for such purchases will not be refunded in the form of an E-Coupon or a physical coupon.

• Isetan Kuala Lumpur will not bear any charges incurred by customers during the process of return, exchange, or refund of merchandise.
• All terms and conditions of the ‘Return & Exchange Policy’ will apply to all purchases made by members and non-members.
• IMC Members are required to present ISETAN app when making a purchase, refund, or return.
• If returning or refunding an item qualified for a free Gift, the customer is required to return it to Isetan Kuala Lumpur. If the customer chooses to keep the free gift or the coupon has been redeemed, the value will be charged to the credit note.
• Vendors and non-participating counters are not in compliance with Isetan of Japan Sdn Bhd’s Return and Exchange Policy. Customers are required to adhere to the individual Vendors and non-participating counter policies.

Isetan of Japan Sdn Bhd reserves the right to change or amend the Terms & Conditions without prior notice.