Return & Refund Policy
Return & Refund Policy
At Malaika Pets, we work with partner suppliers to offer you a wide selection of pet products. Due to this business model (dropshipping), specific conditions apply to returns and refunds.
1. Claim Period
You have 14 days after receiving your order to report any issue (defective, incorrect, or damaged item).
2. Eligibility Conditions
To be eligible for a return or refund, the item must be unused and in its original condition. The request must be made within the specified timeframe. Proof of purchase (order number) is required. Photos or videos may be requested in case of defective or damaged products. Some items are not eligible for return for hygiene or safety reasons, such as opened, used, consumable, or personalized products.
3. Return Procedure
Before returning any item, you must contact us first at malaika77digital@gmail.com. Please include your order number, the product concerned, the reason for the request, and photos or videos if the product is defective or damaged. We will then provide you with the return instructions. Any return sent without our prior approval may be refused.
4. Return Address
Since products are shipped from different suppliers, the return address may differ from our business address and may sometimes be located internationally. The exact address will be provided once your return request has been approved.
5. Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in the case of a defective, damaged, or incorrect item. If the issue is due to an error on our part or a verified defect, we will offer either a replacement or a refund at no additional cost.
6. Refunds
Once the returned item is received and inspected, or after the case is validated for defective products, we will notify you whether the refund is approved or rejected. If the refund is approved, it will be issued using the original payment method. Processing time is usually 5 to 10 business days depending on your bank or payment provider.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with supporting photos or videos. We will then offer either a replacement or a refund depending on the situation.
8. Exchanges
We do not offer direct exchanges. If you would like a different item, please return the product if eligible and place a new order.
9. Non-Refundable Items
Unless otherwise stated, the following items are non-refundable: products used or damaged by the customer, discounted or final sale items, gift cards if applicable, and personalized or custom-made products.
10. Delivery Delays
Delivery times may vary depending on our suppliers and shipping destinations. Shipping delays do not automatically qualify for a refund unless the package is confirmed as lost by the carrier.
11. Contact
If you have any questions regarding our Return & Refund Policy, please contact us at contactl@digitalmalaika.com.