Return & Refund Policy
At Mammalook, we strive to ensure your complete satisfaction with every purchase. If for any reason you are not entirely satisfied with your order, we offer a straightforward refund policy to make the process as smooth as possible.
30-Day Return Policy
Our return policy allows for returns within 30 days of the purchase date. To be eligible for a return:
- Items must be in their original condition, unworn, unwashed, and with all tags attached.
- Customers are responsible for return shipping costs.
- In cases where the return is due to a vendor error or product issue, we will refund the original shipping cost to the customer after the return is processed.
To initiate a return, please contact our customer service team through the Contact Us page with your order number and the reason for the return.
Note: Returns that do not meet these criteria may be refused.
Return Shipping
Customers are responsible for return shipping costs in all cases. However, we will refund the original shipping cost to the customer in the following situations:
Errors on Our Part:
- The wrong item was shipped (e.g., incorrect type, size, or color).
- The item was delivered to the wrong address due to a shipping error.
Damaged or Defective Products:
- The item was damaged during transit.
- The item has a manufacturing defect or is significantly flawed.
Product Not as Described:
- The product does not match the description, photos, or key features listed on our website.
Non-Delivery:
- The item was lost in transit or significantly delayed, and the delay rendered it unusable for the customer.
For all other cases, such as change of mind, incorrect size ordered, or personal preference, the customer is responsible for both the return shipping costs and the original shipping cost.
We recommend using a traceable shipping service and purchasing shipping insurance for your returns, as we cannot guarantee that we will receive your returned item.
Refund Policy
We offer refunds based on the following conditions:
Full Refund (Excluding Return Shipping Costs):
A full refund of the product price and the original shipping cost will be issued in the following cases:
- The item was not delivered.
- The item was delivered to the wrong address, provided the correct address was stated in the order.
- The product does not match the order (e.g., wrong type or size sent).
- The product arrived damaged or defective.
To request a refund in these cases, please provide relevant details, such as:
- Photos of the incorrect or damaged item(s).
- Documentation of the wrong delivery (if applicable).
Partial Refund (Excluding Return Shipping Costs):
A 10% refund of the product price (excluding both return shipping costs and the original shipping cost) will be issued in the following cases:
- The customer has a change of mind about their purchase.
- The customer ordered the wrong size.
- The customer is dissatisfied with the product for personal preference (e.g., design, color).
Conditions for Partial Refund:
- The customer must return the item at their own expense.
- The item must meet the return eligibility criteria, including being in its original condition, unworn, unwashed, and with all tags attached.
No Exchanges Available
We currently do not offer exchanges. If you wish to receive a different product or size, we recommend initiating a return (if eligible) and placing a new order.
Damaged or Defective Items
In the unlikely event that your item(s) arrive damaged or defective, please contact us immediately upon receipt of your order. We will resolve the issue promptly through a refund (full or partial, depending on the issue).
To expedite the resolution process, please provide clear photos of the damaged or defective items when contacting our customer service team.
Refund Process
Once we receive your returned item, it will undergo a thorough inspection to ensure it meets our return policy criteria. Please note:
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Shipping Back the Product: Customers must ship the product back to our designated return address at their own expense.
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Inspection Timeline: After we receive the product, the inspection process will begin and can take 5-10 business days.
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Refund Processing: If the return is approved after inspection, the refund (including the original shipping cost, if applicable) will be processed within an additional 10 business days to the original payment method.
This timeline ensures all returns are handled thoroughly and fairly. We will keep you updated throughout the process.
Non-Refundable Items
The following items are not eligible for return or refund:
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Makeup and Fragrances: Due to hygiene and safety concerns, opened or used makeup products and fragrances are non-refundable.
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Hygiene or Intimate Products: Includes swimwear, underwear, or other intimate apparel unless unopened and unused.
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Perishable Goods: Includes food, flowers, plants, or other items with a limited shelf life.
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Personalized or Customized Products: Items made to order, such as engraved jewelry or custom designs.
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Digital Products: Downloadable content, e-books, software, or subscriptions once accessed.
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Final Sale or Clearance Items: Marked as “final sale” at the time of purchase.
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Products Tagged as Non-Refundable on the Website: Certain products will be explicitly marked as non-refundable in their descriptions or product pages.
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Products Damaged by the Customer: Items that show signs of misuse, improper care, or damage caused by the customer.
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Low-Cost Items: Items where the cost of returning exceeds their value (determined on a case-by-case basis).
Contact Us
If you have any questions or concerns about our Return & Refund Policy or need assistance with a return, please don’t hesitate to contact our customer service team. We are here to assist you every step of the way.
Thank you for shopping with Mammalook. Your satisfaction is our top priority.
