Overview

At Malaster Direct, we prioritize customer satisfaction above all else. Our Customer Service Department is dedicated to helping you resolve any issues that may arise with your purchase. We understand that returns can be inconvenient and may result in unnecessary costs to you. Our goal is to work closely with you to find a solution that meets your needs and avoids the loss of any funds. Please do not hesitate to reach out to us—we are here to assist you every step of the way.

1. Return Eligibility

Product Condition

Products must be returned in their original, unused condition, including all packaging, documentation, and accessories, to be eligible for a return.

Timeframe

All return requests must be initiated within 30 days of the delivery date. Any return requests made after this period will not be accepted.

Non-Returnable Items

Custom orders, special orders, and items marked as “Final Sale” are non-returnable and non-refundable. Additionally, any products that have been modified, altered, or damaged by the customer are not eligible for return.

2. Return Process

Return Authorization

Before returning any product, customers must obtain a Return Merchandise Authorization (RMA) number by contacting our Customer Service team at contact@malaster.com or 408408408 745-0104. Unauthorized returns without an RMA number will not be accepted.

Shipping Costs

Customers are responsible for all return shipping costs. For U.S. Domestic shipments, a 20% handling charge will be deducted from the refund amount if the original shipment was under the “Prepaid & Add” option. International returns must be shipped on a Collect basis only, as per our Ex Works (EXW) terms from Santa Clara, CA.

Shipping Instructions

Please ensure that the RMA number is clearly written on the outside of the package. Ship the return to:

Malaster Direct
3565 Victor Street, Suite B
Santa Clara, CA 95054 USA

3. Refunds

Inspection and Approval

Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Restocking Fee

A minimum 15% restocking fee will be applied to all returned products. This fee may increase depending on the specific terms of the manufacturer or supplier involved in the original order.

Deductions

Refunds may be subject to deductions for original shipping costs, handling charges, and any other applicable fees outlined at the time of purchase.

Non-Refundable Costs

All costs related to freight, duties, handling, insurance, and applicable taxes are non-refundable unless a tax exemption certificate acceptable to the taxing authorities was provided at the time of purchase.

4. Order Cancellations and Modifications

Pre-Shipping Cancellation

Orders can be canceled or modified before shipping with the written consent of Malaster Direct. If consent is granted, the customer will be responsible for all costs, expenses, and fees incurred by Malaster from the manufacturer, supplier, or shipper as a direct result of the cancellation or modification.

Post-Shipping Cancellation

Once an order has been shipped, it cannot be canceled. Customers will be required to accept delivery and follow the return process outlined above if they wish to return the product.

Manufacturer Consent

If a manufacturer withholds consent for cancellation or modification of a customer order, Malaster Direct will proceed with the delivery of the ordered items. Payment in full will be due for these items.

5. Damaged or Defective Products

Inspection Upon Receipt

Customers are required to inspect all products upon receipt. Any claims for damaged or defective products must be issued in writing to Malaster Direct within five (5) days of receiving the products.

Claim Process

To file a claim, please contact our Customer Service team at contact@malaster.com or 408408408 745-0104 with your order number, a description of the issue, and supporting photos if applicable. We will review your claim and provide instructions on how to proceed.

Replacement or Refund

Depending on the circumstances, we may offer a replacement or a full refund for damaged or defective products. Malaster Direct reserves the right to require the return of the damaged or defective product before issuing a replacement or refund.

6. Title and Risk of Loss

Transfer of Title

Title to products shall remain with Malaster Direct until full payment has been received. Risk of loss or damage to products passes to the customer upon delivery.

7. Exclusivity Clause

Non-Transferability

This Return and Refund Policy is exclusively intended for the customer as listed on the original order and is not transferable to any third parties, including but not limited to subcontractors, other procurement agents, or partners. Any unauthorized dissemination, distribution, or copying of this policy is strictly prohibited and may result in legal action.

8. Contact Information

For any questions regarding our Return and Refund Policy, please contact us at:

Customer Service
Email: contact@malaster.com
Phone: 408408408 745-0104
Address: 3565 Victor Street, Suite B, Santa Clara, CA 95054 USA