GENERAL

We want to offer you the best service, so each of our accessories is packed and shipped with great care. Our policy gives you 7 days to make returns , only in the event that any of the accessories that you have purchased through our online store www.malandra.mx arrives damaged or in poor condition to the destination address; if this is the case, the client must make your claim within a period of NO more than 24 hours received the package.

PRELIMINARY CONSIDERATIONS

• 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.
• 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 7 days after the purchase has been made, cannot be processed.
• Only regular priced items apply to the return policy, unfortunately sale or discounted items cannot be returned.
• Each request will be evaluated in detail by a member of our team, who will specify the reasons for accepting or rejecting your request.
• No type of refund applies to international shopping.

¿HOW TO GENERATE A RETURN REQUEST?

• Send an email toclients@malandra.mx with the following information:
  • Email title: "Return Your full nameo”
  • Provide a contact phone number.
  • Attach your proof of purchase.
  • Describe the flaws you found on the accessory (s).
  • Attach photos highlighting relevant details.

*Note: the email and its attachments should not exceed 10MB.

• Once your application is received and inspected, a member of our team will be able to contact you within a period of no more than 48 hours. You will receive an email where you will be notified about the approval or rejection of your application. If necessary, it may request additional information from you.
• If your request is accepted, we will indicate which options to choose from:
• Change: If there is another similar accessory in stock, you will be a candidate for a change. You must send the damaged accessory to our address, once we receive the package we will send you an accessory that is the same, but in perfect condition.
• Refund: If there is no other accessory like it 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.

*Note: In case of refund, the amount to be returned does not include the commissions made by our payment platforms PAYPAL, CONEKTA, SHOPIFYY)

LATE OR MISSING REFUNDS IF APPLICABLE::

Consider that banking institutions and their response times are independent of MALANDRA JEWELRY. If you still have not received your refund, we suggest you review the following options:

• Check your bank account statement.
• Contact your bank, it may take some time before your refund is reflected in your account. Wait the time indicated by your bank and check again.
• If you have done all this and you still have not received your refund, please contact us by writing toclients@malandra.mx

SHIPPING FOR RETURN:

• To return any accessory, you must send it to our main branch.
• The customer is responsible for paying their own shipping costs to return the item (s). Shipping costs are not refundable.
• In the event of a change, shipping times may vary depending on your location.
• Consider using a trackable shipping service or purchasing the insurance. As we cannot guarantee that we will receive the item (s) back.

RETURNS & EXCHANGES IN INTERNATIONAL SHIPPING

Items bought online and shipped outside Mexico cannot be refunded to exchanged. Each and every one of our pieces is carefully tested and packed in our facilities, therefore your order should arrive in perfect condition. Customers should take care of jewelry to ensure its color and luster, and be aware that avoiding all type of skin products as well as properly cleaning and storing items will extend jewelry longevity.

However if you need support or have any question regarding your items, please contact us atclients@malandra.mx and our customer care team will give you more instructions.

MALANDRA JEWELRY