Refund policy
At Malbene, we strive to ensure you are completely satisfied with your purchase. If there is an issue with your order, we are here to help with a simple and transparent return process.
1. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- The product must be unused, unopened, and in its original packaging.
- The item must be in the same condition that you received it.
- The product seal, packaging, and labels must be intact.
- Proof of purchase, such as an order confirmation or receipt, must be provided.
For hygiene and safety reasons, we cannot accept returns of perfumes or fragrance products that have been opened, used, or tampered with.
2. Return Timeframe
You may request a return within 7 days of receiving your order.
Any return request made after this period may not be eligible for a return.
3. How to Initiate a Return
To start a return, please contact us at:
Please include:
- Your order number
- Reason for return
- Clear photos of the outer package
- Clear photos or videos of the product
- Unboxing video, if available
Once your request is reviewed, we will provide instructions for the next steps.
4. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, leaking, or incorrect, please contact us within 3 days of delivery.
Please include clear photos or videos of the product and packaging so we can review the issue.
Once verified, we may offer a replacement, exchange, store credit, or refund depending on the situation and product availability.
5. Refund Process
After we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 5–7 business days.
Please note that shipping fees, if any, are non-refundable unless the return is due to a defective, damaged, or incorrect item.
Refund processing times may vary depending on your bank or payment provider.
6. Exchanges
We offer exchanges in cases where:
- You received the wrong product.
- The product arrived damaged or defective.
- The requested replacement product is available in stock.
If the replacement item is unavailable, we may offer a refund or store credit.
Exchanges for personal preference, such as not liking the fragrance after opening or using it, may not be accepted.
7. Non-Returnable Items
The following items are not eligible for return:
- Opened or used perfumes
- Products with broken seals
- Products without original packaging
- Items damaged due to customer handling
- Clearance sale or final sale items, if applicable
- Gift cards, if applicable
- Free gifts or promotional items
- Products purchased during special offers, if marked non-returnable
We reserve the right to reject returns that do not meet our return eligibility criteria.
8. Return Shipping Costs
Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
If the return is due to an error from our side, we may cover the return shipping cost or arrange a reverse pickup where available.
Shipping costs are non-refundable unless the issue was caused by us.
We recommend using a trackable shipping service, as we are not responsible for returned items lost in transit.
9. Order Cancellation
Orders can be cancelled within 24 hours of placing the order or before the order has been shipped, whichever is earlier. Once an order has been packed, dispatched, or handed over to the courier partner, it cannot be cancelled.
To request a cancellation, please contact us as soon as possible at info@malbene.com with your order number.
If your prepaid order is cancelled before dispatch, your refund will be processed to the original payment method within 5–7 business days.
10. Contact Us
Questions about your return, refund, or exchange? Reach out to us at: