Refund policy
1. Scope of this policy
This policy applies to purchases made by consumers in the Malalma online store for delivery in mainland Spain. It distinguishes between withdrawal for non-personalized products and incidents caused by defects, damage, errors or lack of conformity.
2. Right of withdrawal for non-personalized products
The buyer may withdraw from the purchase of a non-personalized product, without giving any reason, within fourteen calendar days from the day on which the buyer, or a third party indicated by the buyer other than the carrier, takes physical possession of the product.
If an order contains several products delivered separately, the period begins on the day the last product is received. To exercise the right on time, it is sufficient for the communication to be sent before the fourteen-day period expires.
3. How to communicate withdrawal
The buyer must communicate an unequivocal decision to withdraw by writing to [EMAIL DE DEVOLUCIONES] or sending a communication to [DIRECCIÓN POSTAL]. The model form included at the end of this policy may be used, although it is not mandatory.
The communication should identify, where possible, the order number, the product and the buyer’s contact details. Malalma will acknowledge receipt of the request within a reasonable period.
4. Return period and method
After communicating withdrawal, the buyer must send or deliver the product without undue delay and, in any case, within the following fourteen calendar days. The return must be addressed to [DIRECCIÓN DE DEVOLUCIONES].
It is recommended to use a tracked service and keep the proof of shipment until the refund has been completed. The buyer is responsible for properly preparing the return shipment until delivery, without prejudice to any rights against the chosen carrier.
5. Return cost due to withdrawal
When the product has no defects and the return is due to withdrawal or a change of preference, the direct cost of return shipping will be paid by the buyer. Malalma will not accept postage-due shipments unless previously agreed.
6. Product condition and permitted handling
The buyer may examine the product in the same way as would reasonably be possible in a store. The buyer will only be responsible for any reduction in value caused by handling other than what is necessary to verify the nature, characteristics, qualities and functioning of the product.
The product must be returned with all items received, including certificates, documentation, accessories and special packaging forming part of the item. The original packaging should be kept and used when possible; its absence does not automatically cancel the right of withdrawal, although the buyer must adequately protect the jewel and respond for any legally applicable reduction in value.
7. Refund for withdrawal
Malalma will refund all payments received for returned products and, where applicable, the initial delivery costs up to the amount of the least expensive standard delivery method offered. Any additional cost resulting from the buyer choosing a delivery method more expensive than the standard one will not be refunded.
The refund will be made without undue delay and no later than fourteen calendar days after Malalma physically receives the return under the terms of this document. Malalma may withhold the refund until the products have been received.
The same payment method used for the purchase will be used, unless the buyer expressly agrees otherwise and the change does not generate any cost.
8. Personalized or made-to-specification products
The right of withdrawal does not apply to products made according to the buyer’s particular specifications or clearly personalized, such as an inscription or individual engraving expressly requested, or a specific modification that makes the product unequivocally personal.
9. Defective, damaged, incorrect or non-conforming products
If the product has an original defect, arrives damaged, does not match the order or is not in conformity, the buyer must contact Malalma as soon as possible through [EMAIL DE DEVOLUCIONES], providing the order number and, where useful, photographs or a brief description of the incident.
In these cases, the buyer’s statutory rights are not limited. Malalma will offer the legally applicable solution, including repair, replacement, price reduction, refund or cancellation where appropriate.
10. Legal guarantee
Products are covered by the statutory conformity guarantee applicable to consumer goods. This guarantee does not cover normal wear and tear, misuse, knocks, unauthorized handling, external repairs, loss, or failure to follow reasonable care instructions when those circumstances cause the damage.
11. Exchanges
Malalma may offer an exchange when commercially possible. If the exchange is due only to a change of preference and the product has no defect, the buyer may bear the direct return costs under the terms of this policy.
12. Refunds of cancelled or undelivered orders
When an order is cancelled or cannot be delivered in accordance with the applicable terms, Malalma will refund the amounts due using the original payment method unless another method is expressly agreed and does not create costs for the buyer.
13. Prevention of abusive returns
Malalma may take proportionate measures against fraudulent or abusive practices, without limiting the buyer’s mandatory consumer rights.
14. Model withdrawal form
To the attention of Malalma at [EMAIL DE DEVOLUCIONES] or [DIRECCIÓN POSTAL]: I hereby inform you that I withdraw from my purchase contract for the following product: [PRODUCT], ordered on [DATE] and received on [DATE]. Buyer name: [NAME]. Address: [ADDRESS]. Signature, if submitted on paper, and date.
15. Contact
For returns, withdrawals, exchanges or incidents, please write to [EMAIL DE DEVOLUCIONES].