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PURCHASE, CHANGES & RETURNS POLICIES
At Malandra Jewelry we want to offer you the best service, which is why each of our accessories is packed and shipped with great care. Our policy gives you 10 business days to make changes or 30 calendar days to apply the guarantee, on all purchases you have made through our online store www.malandra.mx or in any of our branches.
Our jewelry cYou have 10 business days from the date of purchase to apply a change.Said guarantee will apply as long as all the care that we recommend is followed and that at no time is the piece damaged by a blow or fall.. It is also essential to have a purchase ticket, gift or order number. Without exception. This exchange guarantee does not apply to sale items.
The changes are applicable in:
- Products that are not the correct size or are not what you expected
- If the product does not meet the characteristics described.
- If the product presents a damage or defect in its manufacture.
- If you received the product, unpainted, damaged or broken (does not apply to damage due to misuse of the accessory).
Our jewelry is guaranteed for 30 calendar days. This period begins after receiving the order. Said guarantee will apply as long as all the care that we recommend is followed and that at no time does the piece show damage due to a blow or fall. It is also essential to have a purchase ticket, gift or order number. Without exception. This guarantee does not apply to sale items.
Malandra guarantees you for 30 days:
- The Earring Post (Fall)
- Tumbled stones / zircons or moissanites.
- Good functioning of the clasps of necklaces and bracelets
- Chain rings and bracelets.
¿What's what the guarantee does not cover?
- Scratches from use
- Dents from falls or blows
- Color change (This varies with the PH of each person or misuse in the care of the piece)
- One of the huggies does not close well (In this case it is only necessary to carefully push the post up or down until it clicks again).
- piece loss
- Wear due to the daily use of the part
To generate a change or guarantee request, send an email to clientes@malandra.mx with the following information:
- Email title: "Return - your full name - order or ticket #"
- Provide a contact phone number
- Attach your proof of purchase
- Describe the situation or what are the defects that you found in the accessory(s).
- Attach photographs as evidence highlighting relevant details.
*Note: the email and its attachments must not exceed 10MB.
If the request is approved, we will replace the damaged accessory. Remember that you can:
1. Receive your replacement at no additional shipping cost with a new purchase.
2. Or pay for a guide to send you the replacement of your accessory.
The pieces may suffer some type of alteration due to the care they are given, the PH of each person, or by being in contact with any type of liquid (perfume, water, sweat, etc.). The use that each user provides to the products is their responsibility.
To apply the guarantee it is essential to be registered or present a gift or purchase receipt within the first 10 days after the purchase. The item must come in its original packaging and with labels.
RETURNS
We do not make returns, in case of making a mistake in your order or in personalized jewelry.
No changes, returns or guarantees are applied to discounted or clearance products.
No returns or changes are made on international purchases.
Each case is evaluated in detail by our internal team who will specify the reasons for accepting or rejecting your request; If your order is eligible for return, the refund will be made in a credit balance to be used at malandra.mx or at any of our branches, for the total amount paid for your purchase. The refund does not apply shipping or charges by our payment platforms (PAYPAL, CONEKTA, KUESKI PAY).
To be eligible for a return, you must consider that the item(s) you wish to return cannot be used, they must be in the same condition that you received them and keep their original packaging and packaging.
The client must return the merchandise subject to return in its original packaging and with labels and will bear the cost of the return guide.
It is essential that you keep your receipt or proof of purchase.
Those accessories that are damaged or present flaws, for reasons beyond our handling or shipping, cannot be considered for exchange or refund.
Any return request that is submitted after 10 business days of the purchase cannot be processed.
Send an email to clientes@malandra.mx with the following information:
- Email title: "Return - your full name - order or ticket #"
- Provide a contact phone number
- Attach your proof of purchase
- Describe the situation or what are the defects that you found in the accessory(s).
- Attach photographs as evidence highlighting relevant details.
*Note: the email and its attachments must not exceed 10MB.
Once your application is received and inspected, a member of our team will contact you within 48 hours. You will receive an email notifying you about the approval or rejection of your application. If necessary, they may request additional information from you.
If your application is accepted, we will indicate which are the options to choose:
- Change:if there is another accessory of the same type in stock, you will be eligible for an exchange. You must send the damaged accessory to our CEDIS and once we receive the package we will send you an equal accessory but in perfect condition.
- Refund: If another accessory of the same type is no longer in stock, you will be eligible for a refund. You must send the damaged item to our address, once we receive the package we will schedule your refund.
When you complete the return process, you will receive an email confirming the shipment of the new accessory, or your refund receipt.
CANCELLATION OF ORDERS
Malandra Jewelryreserves the right to cancel any order with suspicious behavior or errors in the system outside the company.
The order will be canceled and 100% of the amount paid will be refunded, a notification will arrive to the email given in the order with the reason for cancellation.
If your order suffered an unjustified cancellation, you can contact us to help you finalize the order again and prepare it for shipment.
IMPORT RATES AND LIABILITY REGARDING IMPORTATION
Malandra Jewelry is not responsible for customs fees and taxes applied to the product by the country receiving the shipment. The customer is responsible for paying any fees and taxes applied at the time of receiving their order.
If receipt of the order is rejected due to fees and taxes applied by the receiving country, the customer will be responsible for the final destination of the order.
For details regarding Import Fees, or to obtain documentation or receipts related to customs clearance, you may contact the specified Carrier at the following telephone number: 800 7433 877 Option 3.
By ordering International Products at Malandra Jewelry, you are aware that you are the importer of the product to Mexico.
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