Clients de l'UE – Retour et Rétractation

This policy applies to customers in EU countries, such as Germany, France, Italy, Spain, Netherlands, Belgium, Poland, Sweden, Austria, Denmark, and others. If you are not located in an EU country, please refer to our Return & Refund Policy (Non-EU).

Return & Refund Policy (EU)

14-Day Right of Withdrawal

As an EU consumer, you have the right to return any order within 14 days of receiving it, without giving any reason (EU Directive 2011/83/EU).

You may provide a reason when submitting your request — however, regardless of the reason, your right to return is always guaranteed. The reason only determines whether return shipping costs apply.

Return Eligibility & Requirements

Within 14 days (Right of Withdrawal):

• No prior authorization required. Simply submit the withdrawal form at the bottom of this page within 14 days of receiving your order.
• Items must be returned unused and in their original packaging.
• Please use a shipping method that provides tracking information.

Between 14–30 days:

• Prior authorization is required. Please email support@malacasa.com before sending anything back.
• Unauthorized returns cannot be processed.
• Items must be returned unused and in their original packaging.
• Please use a shipping method that provides tracking information.

Return Shipping Costs

Rates for non-quality returns:

• Germany: €5 per package
• Other EU countries: €10–€15 per package (country-dependent)

Return Process

Step 1 – Submit your request

• Within 14 days: Fill out the withdrawal form at the bottom of this page. No authorization needed.
• Between 14–30 days: Email support@malacasa.com with your order number and reason for return. Wait for our confirmation before sending anything back.

Step 2 – Ship your item

Once your request is confirmed, you will receive a prepaid return label via email. Attach the label to your package and drop it off at the nearest post office within 6 days of receipt. If the label expires before use, a new one can be requested at your expense. We do not offer door-to-door pickup service.

Step 3 – Inspection & Refund

Your returned item(s) will be inspected within 3–5 business days of receipt. Once approved, your refund will be issued to your original payment method within 14 days of us receiving your return.

Exchanges

If you would like a replacement instead of a refund, please indicate this when submitting your request. MALACASA will cover the shipping costs for any replacement items sent out.

Additional Guidelines

• No Restocking Fee: There is no restocking fee for any returns.
• Secure Packaging: All items must be securely packed to prevent damage during transit.
• Proof of Shipment: Retain your shipment receipt and tracking number until your refund is fully processed.

Troubleshooting Refunds

If you do not receive your refund within the specified time, please check your bank account and contact your card issuer or bank. If the issue persists, reach out to us at support@malacasa.com.

Order Cancellations

Before Shipping:
Email support@malacasa.com immediately. If your order has not yet shipped, we can cancel and issue a full refund. Note there may be a delay between physical shipment and the tracking notification; cancellation is not guaranteed in such cases.

After Shipping – Reject the Package (before delivery):

• Contact the carrier to refuse the package. It will be returned to us automatically.
• Once received in good condition, we will issue a full refund.

After Shipping – Package Already Delivered:

• Contact us to request return authorization, following the return process above.
• Return shipping costs will apply as per the Return Shipping Costs section.

Policy Updates

We reserve the right to update this policy at any time. The latest version will always be available on this page and applies to returns initiated after the effective date of the update.

Contact

For any questions, please contact us at support@malacasa.com.