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1. Introduction and Scope
This Refund and Return Policy applies to all purchases made by customers on the malaky.shop online platform. Please note that malaky.shop acts solely as an intermediary, and the purchase agreement is made directly between the respective seller and the customer. This policy is an integral part of our General Terms and Conditions (GTCs) and should be read in conjunction with them.
2. Seller’s Obligation
Each seller on malaky.shop is required to create their own local return and refund policies and make them transparently available on their product pages. These policies must comply with the applicable consumer protection laws in Madagascar.
3. The Return and Refund Process
3.1. Contact with the Seller: In the event of a return or refund request, you must initiate the process by opening a support ticket on the specific order in your account section. This will directly connect you with the seller who supplied the item.
3.2. Time Limits: The return period is determined by the respective seller. Please check the seller’s individual policies before placing an order. As a general rule, the period for reporting defective, damaged, or incorrect items is within 24 hours of delivery.
3.3. Conditions for Return:
Perishable products, custom-made items, or products unsuitable for return for hygienic reasons (e.g., food, personal care products) may not be returnable, unless they fall under the conditions for a refund.
The goods must be in their original condition, unused, and in their original packaging, except in cases of spoilage or breakage as defined below.
A proof of purchase or an order confirmation is required.
4. Specific Conditions for Groceries and Perishable Goods
Given the nature of our products and the climate of Madagascar, we have specific conditions for groceries:
- Refunds for Quality Issues: A refund or replacement will be provided for items that are spoiled, broken, or incorrect upon delivery.
- No Refunds for Cosmetic Packaging: We do not offer refunds or replacements for minor cosmetic damage to packaging that does not affect the quality or integrity of the product inside.
- Customer Responsibility: It is the customer’s responsibility to properly store all perishable items immediately upon delivery to prevent spoilage due to heat or humidity.
5. Return Transport
Due to our every-3-day bulk transport schedule, returns can only be collected on the next available transport run. The seller will coordinate with you to arrange the pickup.
6. The Role of Malaky Shopping
6.1. Mediation: malaky.shop supports customers and sellers with refund inquiries by mediating communication. However, we cannot guarantee a return or refund, as this is at the sole discretion of the seller and according to their local policy.
6.2. Platform Refunds: In certain cases, for example, if the seller is unreachable or the seller has approved a refund to be processed through our platform, malaky.shop may initiate a refund to the customer’s original payment method (minus any processing fees from the payment service provider). This only occurs if the refund cannot be processed directly by the seller.
7. Refund of Our Commissions
In the event of a full refund to the customer processed through our platform, malaky.shop (Malaky Shopping e.U.) will refund the commission paid by the seller on the original purchase price.
8. Dispute Resolution
If you and the seller are unable to reach an agreement regarding a return or refund, you can contact our support team. We will do our best to assist as a mediator and find a fair solution but cannot make legally binding decisions.
9. Contact Us
If you have any questions about this refund policy or our return practices, please contact us through our help center.