Refund policy

Every product has a warranty, therefore, changes will be accepted within a maximum period of 7 days from the date of purchase (this warranty period applies to online purchases).

To exercise the warranty, it is necessary to communicate the product's operating defect through our email: malena@malenajwl.com.

This warranty is additional to the rights that the law grants to consumers.


CONDITIONS:

  • To apply the warranty, exchange or return, the product must be presented at Malena's facilities within the period of 7 days after receiving it, along with the original proof of purchase. In case of loss of the invoice, contact us through our email (Malena email) or our contact number or WhatsApp (Malena number), and we will search our records for the invoice to provide a copy and proceed with the warranty.

  • If it is for an exchange, the product must be in perfect condition, with no evidence of exposure to chemicals that have caused wear, it must be in the original packaging and not have been used.

  • If it is due to a quality defect, you can request a replacement of the product or select another item of equal price or pay the difference.

  • Exchanges will not be applied if the product has damage or defects that are not  manufacturing, such as due to misuse, modifications, or exposure to chemicals such as perfume, cream, alcohol gel, etc., that have caused deterioration.

  • Offers and/or Liquidations: Products subject to special promotions or clearance cannot be exchanged or returned.

  • Please have your order confirmation email, order card, or gift receipt ready. To qualify for an exchange, all items must meet the same return qualifications listed in our Returns Policy


Refund Policies

We offer free 7-day returns for customers in the US and El Salvador starting from the day the shipment is delivered or picked up in-store.

Return requirements:

  • Items must be in their original condition without signs of wear or damage.

  • Items returned by mail must be in all original packaging (tags, box, and pouch included) US.

  • No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.

  • The product you received is not the same as the one you ordered.

Return shipping

Shipping fees are non-refundable. Returning orders subject to a return fee will be deducted from the amount being refunded to you.

You can request a reversal of your purchase after you have made it, if:

• You wish to exercise your Right of Withdrawal.

• You have not received the requested product within the stipulated time (5 to 7 business days

for delivery and 24 business hours for pick up at our store El Salvador ONLY).

• The product you received does not match the item you purchase.

• There was a charging error in the transaction due to failures in the payment system.

• If you made the payment with a credit/debit card, malena.com will proceed with the

immediate refund of the payment to your card. However, It can take up to 7-15 business day to show in your bank statement.