Return & Refund Policy (for product page)

If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email support@malacasa.com at first.

Return & Exchange Conditions

  • Items returned without authorization will not be accepted.
  • Items must be returned within 30 days after you receive them.
  • All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • When returning or exchanging items, customers must use a shipping method providing tracking information.

Non-returnable items

  • Clearance items or gift cards are non-refundable.
  • Damage/Lost caused by customers is non-refundable.

General Return Process

  • Initiate a return: Please email us at support@malacasa.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 2 business days.
  • Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
  • Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

  • If the return is due to our problems (such as incorrect products, or quality problems of products), we will provide a full refund for you.
  • If the return is due to the buyer’s problem (such as don’t like/want the item), buyers need to bear 50% of the return shipping fee, which will cost about $3-12. Please note that this fee is based on the price of a single set, which ranges from $3 to $12, rather than the total order cost.
  • No restocking fee is to be charged to the consumers for the return of a product.
  • Shipping costs for exchanging products will be borne by MALACASA.
  • For UK Customers: If you require a collection service for returns, you will need to pay the return postage upfront. Once the product is returned to our warehouse, we will refund both the product cost and the postage fee.

Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
  • If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at support@malacasa.com.

Order Cancellations

  • We can cancel the order for you if you contact us in time after your purchase. If your payment is finished and the parcel is not shipped out, you can cancel your order before your item is dispatched. And we will refund full of your money.
  • The order cannot be canceled after the package is sent out, please contact the carrier of the package by phone to reject the package. If the package is rejected successfully, we will issue a full refund. If the buyer fails to contact the carrier in time to reject the package, the buyer will bear 50% of the cost of returning the package. 

Email: support@malacasa.com

Address: UNIT 1406B 14/F THE BELGIAN BANK BLDG NOS 721-725 NATHAN RD KL (Note: This address is not the return address)