Exchanges and Returns
Occurrences involving exchanges or returns must ALWAYS be reported to the Consumer Service (SAC), via Phone +1 (817) 308 2412 informing the order number.
To make exchanges and returns, the customer must be aware of the rules below:
When receiving a product purchased from the Malacara online store, refuse receipt if:
The Packaging is open or damaged;
The Product is faulty;
The Product does not comply with the order;
The Product is incomplete.
If you still receive the product, please contact the Customer Service Center, available on our website, within [72 hours].
Return due to regret/withdrawal:
The return option due to regret or withdrawal is valid exclusively for online purchases, and is not valid for those made in physical Malacara stores.
The request for a return due to regret or withdrawal must be made through the Customer Service Center, available on our website, in accordance with article 49 of the Consumer Protection Code.
We ask that no product be sent before the above procedure. When accessing the Customer Service Center, please provide us with the following information: full name, order number, CPF and reason for return.
After contact, the customer will receive procedures for returning the merchandise. To return merchandise, you must comply with the following conditions:
The product must not show any signs of use, washing or modification by the customer;
A copy of the Invoice (Electronic Invoice Auxiliary Document), with the justification for the return noted on the back, must accompany the product inside the packaging;
The customer must pack the product in packaging that adequately protects it against damage during transportation.
The cost of return due to regret or withdrawal will be borne by Malacara and has a period of 7 (seven) days, after contacting the Customer Service Center, thus providing the reverse code for returning the merchandise.
The customer must send the product to Malacara at the address: 4609 Oak Club Dr. Arlington, TX 76017. In care of the Receiving/E-commerce Department. The returned product will be subjected to analysis upon arrival at the Malacara factory.
The deadline for analysis is up to 7 (seven) business days, counting from receipt of the product at the factory.
After analysis, the customer will be informed via email about the order cancellation, payment refund or credit card chargeback.
Malacara reserves the right not to accept product returns if the above provisions have not been observed. In this case, the returned product will be sent back to the customer without prior consultation.
Defective product
If upon receiving the product, you identify any defect, immediately notify our Customer Service (SAC), via Phone +1 (817) 308 2412, for guidance on the procedures to be adopted.
To exchange or return a defective product, the following conditions must be observed:
The product must not have signs of use;
The product must be sent in the original packaging, undamaged, accompanied by an invoice, labels, tags (label with product reference code) and all its accessories.
Product exchanges
The exchange of products purchased through the online store can be carried out at any of the Malacara stores or through the website via the Customer Service Center.
Exchanges may be made for products of the same reference (model) in cases of size and color error when sending the order. The exchange is subject to stock availability of the new product.
The deadline for analyzing and releasing the request will be up to 7 (seven) business days. After the date, the delivery time is the same as the initial order, the shipping cost is borne by Malacara.
The choice of the new product must respect the minimum value of the original product. Malacara reserves the right not to accept product returns if the above provisions have not been observed. In this case, the returned product will be sent back to the customer without prior consultation.
Return by Defect
Requests for a defect exchange of products purchased through the online store can be made at any of the Malacara stores or through the website via the Customer Service Center, within a period of up to 20 (twenty) days from the date of issue of the invoice. When entering the Customer Service Center, please provide us with the following information:
Full name, order number and reason for return. After contact, the customer will receive a service protocol number and return procedures.
To exchange or return a defective product, the following conditions must be observed:
The product must not show any signs of use, washing or modification by the customer;
A copy of the DANFE (Electronic Invoice Auxiliary Document), with the justification for the return noted on the back, must accompany the product inside the packaging;
The customer must pack the product in packaging that adequately protects it against damage during transportation.
The default shipping cost will be from Malacara through agency posting authorization.
After contacting CONTACT US, the customer will receive the appropriate return instructions and the authorization code. Please note that the posting authorization is valid for up to 7 (seven) business days, if the product is not sent within the deadline, the shipping cost will be borne by the customer. The customer may also go to a Malacara store and present the product for return as a defect, as long as the above conditions are observed.
The deadline for analysis is up to 7 (seven) business days, counting from receipt of the product at the Malacara factory. The exchange is subject to stock availability of the new product. The deadline for analyzing and releasing the request will be up to 7 (seven) business days. After the date, the delivery time is the same as the initial order, the shipping cost will be from Malacara.
Malacara reserves the right not to accept product returns if the above provisions have not been observed. In this case, the returned product will be sent back to the customer without prior consultation. The choice of the new product must respect the minimum value of the original product.