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At Malino Gear we give priority to customer relationships above everything else. That is why we offer a comprehensive returns policy.
You can return any item to us within 14 days of receiving your original order for a full refund or exchange. The items should have tags with original packaging intact.
Our distribution center will get in touch with you within 24 hours of the receipt of your item at our warehouse. If you'd like to return an item, please call and inform us in advance. Also please have your invoice number ready with you as this will speed up the process.
Do your products have warranty?
Yes all items, unless stated, come with a manufacturer’s warranty. This is for manufacturing faults only and does not include damage or misuse caused by the user or general wear and tear. This will not affect your statutory rights as a consumer. If you are reporting a fault within the manufacturer’s warranty period then please contact with your invoice details, we will try our utmost to resolve any issues as quickly as possible.
What if I've bought the wrong size? What are my options?
If your item doesn't fit, you may return it to us. However it should have its tags intact and should be in its original packaging. Please send the item back to the returns address below along with the invoice. Upon receipt we will process the refund or exchange. If an exchange is required you will be responsible for the return postage cost.
What if I don’t like the product?
We hope our customers always have a pleasant experience with us, however if you do receive any item that you are unhappy with, you can return it to us within 14 days of delivery for a full refund or exchange. All you will be responsible for is the cost of return postage. You do have a legal obligation to take good care of the products while they are in your possession and we can only accept items that are unused and have all the tags and with original packaging intact.
What if there is a fault with the product?
If you've received an item that is damaged or has a fault, please return it to us within 14 days of delivery with all tags and original packaging intact. Also include your receipt for return postage. If we agree that there is a manufacturer's fault with the product or damage caused by us, we will then offer you a full refund including your return postage cost. Or we will exchange the item.
What if I want to return a product after 14 days?
We will normally be unable to offer refunds or exchanges after 14 days, unless it is a manufacturer's fault that is covered by the manufacturer’s warranty. Please get in touch with us at email@example.com.
How long will it take to receive my refund?
We try our utmost to process all refunds as soon as possible. All refunds will be paid within a maximum of thirty days. However, we do try to credit your account either the same day or the next working day (excluding weekends and bank holidays) after we have received the items.
Refunds can only be processed once the items have been returned to us. Normally the same payment method is used for refunds as the original sales transaction.
What if I don't live in United Kingdom?
As an International customer, you can return your parcel using any postal service. Please note: you'll be required to cover the postage costs yourself.
We do offer a returns service from United Kingdom and this will be chargeable at a discounted rate of only £6.00. This will be deducted from refund dues.
To request this service please email our customer service team at firstname.lastname@example.org where we will be happy to assist you.
The customer service team will send you an e-mail with returns details and a postage label which you will need to print out and attach to the parcel before sending the item back to us. Also include the copy of your invoice with the parcel.
The parcel remains your responsibility until we receive it - remember to ask for proof of postage, so if your parcel goes missing, you will have proof that you sent it.
Please note: Depending on your location and which postal service you use, it can take up to 21 working days (excluding weekends and public holidays) for your item to be delivered back to our warehouse.
Upon receiving at our warehouse, a member of our customer service team will contact you within 24 hours.
If you need help or advice on returning any product, please e mail us at email@example.com
Our full name is Malino World Martial Arts Excellence Ltd.
Our registered office is 21 Roxeth Green Avenue, Harrow, HA2 8AE, London, United Kingdom.
Our company registration number is 11304439.
Our email address is firstname.lastname@example.org.
Our VAT number is GB299271944.