Refund policy

Order cancellation

Order cancellation is possible within 24 hours of confirmation. In the event of a cancellation, fees retained by the payment provider (e.g., PayPal, Klarna) may not be refundable. If the provider does not return such fees to the seller, the amount will be deducted from the refund.

Returns and Refunds

Pursuant to Article 52 of Legislative Decree no. 206/2005, as amended by Legislative Decree no. 21/2014 (the full text of Legislative Decree 21/2014 can be consulted at the following link:   http://www.gazzettaufficiale.it/eli/id/2014/3/11/14G00033/sg ), the Customer may withdraw from the Terms and therefore from the purchase contract for any reason (except for customized or made-to-measure garments), without needing to provide reasons and without any penalty, within 14 (fourteen) working days from the date of receipt of the products. The conditions set out below apply.

Return for change of mind

The right of withdrawal for change of mind, as provided by EU legislation, is possible only for items not made to measure or customized. Pursuant to Article 59(1)(a) and (c) of the Consumer Code, Legislative Decree no. 206/2005 as subsequently amended and supplemented, the right of withdrawal is excluded because the full performance of the service is immediate and the goods are produced and customized based on the User's specifications.

The cost of return shipping within Italy will be calculated based on the order volume and the size of the box. The amount will be communicated and deducted from the refund only after approval.

For returns on shipments outside Italy (both EU and non-EU), the shipping cost will be calculated based on the destination country, communicated to the customer for approval, and deducted from the refund amount, with no additional charge at the time of the return request.

Return for defect

Malìa Lab guarantees that the products comply with what is described on the website and in communications with the customer, certifying that such products have the usual qualities and performance of goods and services of the same type and are suitable for the intended use.

If the customer receives a damaged, defective, or non-conforming product, they must write to info@malialab.it attaching a description of the defect and, if possible, photographs of the product showing the defect in detail.

The photographs provided by the customer will be compared and evaluated with those taken by our warehouse before shipment, and the product will be authorized for return if it is determined that the defect is attributable to the company. (Courier costs borne by Malìa Lab). Once returned, the product will be inspected and a full refund will be authorized. In some cases (at Malìa Lab’s sole discretion) the defective product may be left with the customer and still refunded. If no conformity defect is found, or if the wear conditions of the item make it impossible to determine whether it is a conformity defect, the item will be returned to the sender without any charge.

Returns for customized garments

Returns of made-to-measure or customized garments are not possible. However, our desire to meet your needs and our work ethic lead us to accommodate you as much as possible. You will not be able to return the garment, but we can agree on alterations so that you can use the garment to the best of its qualities. Naturally, the minimum we can do is perform all agreed alterations free of charge. The only costs that will be borne by you are the shipping costs (both for return and for re-shipment after alteration).

Important advice:

Our customer service and our pattern maker are focused and extremely available to best meet your needs. Do not hesitate to ask, including for video demonstrations of fabrics and fit. It is in our interest to create a garment that is special for you. Also write to us on WhatsApp for any information; we are at your full disposal, as if you were in the atelier. We know that distance is a negative factor in online purchases, but we put all our kindness and passion into bridging this gap, and availability is our strong point.

RETURN TERMS AND CONDITIONS

  • Returns will not be accepted for personalized or made-to-measure items. (but an alteration can be agreed upon, shipping costs borne by you, alteration free of charge)
  • The goods must be returned intact, preferably using the packaging in which they were delivered, or packaging of equivalent strength, sealed with adhesive tape on all openings.
  • A label bearing the sender's details, the shipping address and the authorization code received must be affixed. Alternatively, it is possible to write the required details by hand on the package using a permanent marker.
  • The goods must be complete with all their parts and in the original packaging (bags, boxes, dustbags and packaging), with tags still attached.
  • All items must be returned together with their original box, where present, which is considered an integral part of the product itself and must not have been damaged and/or altered in any way, and cannot be used as the only external packaging.
  • The right of withdrawal may apply to the product purchased in its entirety; it is not possible to exercise withdrawal only on part of the purchased product (e.g., accessories, complements, etc.).
  • Shipping is the full responsibility of the customer until receipt is confirmed at the warehouse indicated by Malìa Lab;
  • In case of damage to the goods during transport, Malìa Lab will promptly notify the Customer so that they can file a claim against the chosen courier and obtain the related refund; the product will then be made available to the Customer, simultaneously canceling the return request;
  • Malìa Lab will not be liable in any way for damage, theft, or loss occurring during or in connection with the return shipment.

Malìa Lab will refund the Customer the full amount (net of shipping costs) of the returned items within 14 (fourteen) days from receipt of the return shipment, by reversing the charged amount using the same payment method used by the Customer for the initial transaction, unless otherwise agreed. In case of payment by bank transfer, the customer must provide Malìa Lab with the IBAN to which the refund should be made. In any case, the Customer will not incur any cost as a result of such refund. Malìa Lab may suspend the refund until receipt of the returned product or until the Customer proves that they have correctly shipped the product, if earlier.

In any case, the Customer will forfeit the right of withdrawal where Malìa Lab ascertains that:
the returned product and/or its accessories and/or its packaging are not intact;
the product is missing its outer packaging and/or original internal packaging;
the product is missing integral elements and/or accessories (e.g., closures, laces, buckles, etc.).

In the event of forfeiture of the right of withdrawal, Malìa Lab will return the purchased product to the sender, charging the sender for the shipping costs and, if already refunded, the price of the product.

SUMMARY OF RETURN CONDITIONS:

  • Returns are always accepted, except for garments made to measure or customized.
  • Return shipping is always at the customer's expense.
  • In the case of manufacturing defects, shipping is of course at Malìa's expense