At Malo Roots, customer satisfaction is our priority. If you’re not completely satisfied with your purchase, we’re here to help. Please read our return and refund policy carefully before initiating a return.
1. Payment Method
We currently offer Cash on Delivery (COD) only. Refunds are processed according to the conditions below, and will not involve any credit-based methods.
2. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
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The return request is made within 5–7 days of receiving your order.
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The item must be unused, unworn, and in its original packaging.
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Tags, labels, and seals must be intact.
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A valid reason must be provided for the return request.
Items that are damaged due to misuse, mishandling, or general wear and tear are not eligible for return.
3. Return Process
To initiate a return, please contact our customer support team at [email protected] with the following details:
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Order number
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Product name
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Reason for return
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Clear photos of the item
Our team will guide you through the return steps and arrange a pickup or provide drop-off instructions, depending on your location.
4. Refund Process
Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed as a cash reimbursement at the time of item collection, as per your preference and eligibility.
Please note that refund timelines may vary depending on your location and chosen refund method.
5. Non-Returnable Items
The following items are not eligible for return or refund:
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Items marked as final sale or non-returnable
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Customized or personalized products
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Items returned in damaged or used condition
6. Exchange Policy
If you received a defective or incorrect item, we will offer an exchange at no additional cost. Please contact us immediately upon receiving the product to arrange the exchange.
7. Contact Us
For questions or assistance with returns and refunds, reach out to us at [email protected].