Return and Exchange Policy
At Mallcas, we are dedicated to delivering high‑quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the following policy.
1. Conditions for Return and Exchange
1.1 Applicable Situations
Manufacturing Defects: Products with visible manufacturing defects, such as damage or significant, unremovable dirt/stains on specific meters (e.g., 1m, 2m, 3m).
Logistics‑related Damage: Products damaged during shipping.
Obvious Color Difference: When the product received has a noticeable color discrepancy.
Incorrect Product or Color: If the delivered product does not match your order (e.g., wrong color or size).
1.2 Additional Notes
If the ordered product is damaged upon receipt, customers must retain both the ordered product and the packaging for inspection by the logistics team during the pickup.
1.3 Non‑Applicable Situations
Returns and exchanges will not apply to the following cases:
Minor color differences or appearance discrepancies unrelated to product quality.
Packages that are not in original, unopened condition.
Items that have been used or damaged by the customer.
Products altered without authorization.
Sales Items
Special Order Items
Tools or Accessories
Sheets or Samples
Custom Designed Products
Small Meter Roll Cut from Standard Full Roll
2. Application Period
Return Requests: Must be submitted within 7 days of receiving the product.
Exchange Requests: Must be submitted within 7 days of receiving the product.
3. Return and Exchange Process
3.1 Contact Customer Service
To initiate a return or exchange, please email us at support@mallcas.com and include the information below:
Order number and LOT number of the item you ordered
A detailed description of the issue (including photos or videos)
Your preferred resolution (refund or replacement)
3.2 Review and Approval
We will review your request and notify you of approval or rejection within 1‑2 business days.
3.3 Return the Item
For All Orders: Please return the item to our warehouse address in Chinese Mainland:
Room 416, Xinfeng Industrial Park, Pingshan, Shenzhen, Guangdong, China, 518122
4. Return Shipping Costs
Original shipping costs and taxes are non‑refundable.
For defective items (manufacturing defects, shipping issues, or incorrect products), Mallcas will cover the return shipping costs.
For personal reasons (e.g., change of mind or incorrect orders), the customer is responsible for return shipping costs.
For orders originally shipped from China to the United States, if the return is requested for personal reasons (e.g., change of mind or incorrect orders), the customer will also be responsible for any duties, taxes, or related fees incurred during the return process.
Notes: For cancellations due to personal reasons, a 5% handling fee will be charged to cover operational and exchange rate losses. If the actual incurred fee exceeds 5% of the order amount, the actual fee will be applied. This policy is effective starting February 2025.
5. Refunds
5.1 Refund Method
Refunds will be processed to your original payment method (e.g., credit card, PayPal). Processing times may vary based on your payment provider.
5.2 Late or Missing Refunds
If you have not received your refund:
Check your bank account.
Contact your bank or credit card company for potential processing delays.
If the issue persists, email us at support@mallcas.com.
6. Contact Us
Thank you for choosing Mallcas. We are committed to providing you with quality products and excellent customer service. Please feel free to reach out for any questions or assistance.
Customer Service Email: support@mallcas.com
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