Refund policy
Returns and refunds
At MalouCo, we want you to feel happy and confident with your order. If something is not right, please contact us and we will do our best to help.
Because we work with external suppliers and fulfilment partners, returns must always be requested before sending anything back. Please do not return a product without contacting us first.
Return period
You may request a return within 14 days after receiving your order.
To be eligible for a return, your item must be unused, unopened, in the same condition that you received it and in its original packaging.
Because our products are related to personal care and hygiene, opened or used items cannot be returned unless the product is faulty, damaged or incorrect.
Hygiene products
For safety and hygiene reasons, toothbrushes and other oral care products can only be returned if they are:
Unopened.
Unused.
In the original sealed packaging.
In resellable condition.
If the packaging has been opened, the product has been used or the hygiene seal has been broken, we cannot accept the return unless there is a confirmed defect or mistake with the order.
Damaged, faulty or incorrect items
Please check your order as soon as it arrives.
If your item is damaged, faulty or you received the wrong product, please contact us within 48 hours of delivery with:
Your order number.
A clear description of the issue.
Photos or videos of the product, packaging and shipping label.
Once we review the issue, we will offer a suitable solution. This may include a replacement, refund or another appropriate option depending on the situation.
How to request a return
To request a return, please contact us through our contact page or by using the contact details provided on our website.
Please include your order number and the reason for your return request.
If your return is approved, we will provide instructions on where and how to send your item. Returns sent without approval may not be accepted.
Return shipping costs
Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged or incorrect.
Because some products are shipped directly from suppliers, the return address may differ from the original shipping address. Always wait for our return instructions before sending anything back.
We recommend using a trackable shipping method, as we cannot be responsible for returns lost in transit.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Please note that it may take several business days for your bank or payment provider to process the refund.
Shipping costs, if paid, are non-refundable unless the return is due to a faulty, damaged or incorrect item.
Exchanges
We only replace items if they are defective, damaged or incorrect.
If you need help with an exchange or replacement, please contact us with your order number and photos of the issue.
Order cancellations
Orders can only be cancelled if they have not yet been processed or sent to our fulfilment partner.
Because we work with external suppliers, orders may be processed quickly. Please contact us as soon as possible after placing your order if you want to cancel or change it.
Once the order has been processed or shipped, cancellation may no longer be possible.
Refused deliveries and incorrect addresses
If a package cannot be delivered because of an incorrect or incomplete address provided by the customer, or if the package is refused, we may not be able to issue a full refund.
Additional shipping costs or return fees may be deducted from any refund where applicable.
Non-returnable items
The following items cannot be returned:
Opened or used toothbrushes.
Products with broken hygiene seals.
Items not in original packaging.
Items damaged due to misuse.
Gift cards or promotional items, if applicable.
Products returned without approval.
Contact us
If you have questions about returns, refunds or damaged items, please contact us through our contact page or by using the contact details provided on our website.
Please include your order number so we can help you faster.