Refund Policy

Last updated: May 26, 2026

This Refund Policy explains how malvêtu reviews and processes refunds.

Refunds may apply after an approved cancellation, approved return, confirmed damaged item, confirmed defective item, confirmed misprint, wrong item, lost package, or another issue that qualifies under our policies or applicable consumer law.

We want the process to be clear, careful, and fair. Many malvêtu pieces are produced after order confirmation through professional production and fulfillment partners. For that reason, refund requests are reviewed according to the order status, product condition, reason for the request, customer location, delivery status, and applicable law.

This Refund Policy should be read together with our Returns & Exchanges, Cancellation Policy, Shipping & Delivery, Size Guide, Product Care, Terms of Service, and Legal Notice.

1. Who we are

This website is operated by:

Khemiri Mohamed Mahdi
Einzelunternehmer
Parkstrasse 3
13187 Berlin
Germany

VAT ID: DE336667728
Customer care: hello@malvetu.com
Website: malvetu.com

Throughout this policy, “malvêtu,” “we,” “us,” and “our” refer to the legal operator of malvetu.com.

2. The important point

A refund is available when a request qualifies under this policy, our related policies, or applicable consumer law.

Refunds may be available for:

• approved cancellations
• approved returns
• damaged items
• defective items
• misprinted items
• wrong items
• confirmed lost packages
• unavailable products
• orders cancelled by malvêtu
• other situations where applicable law requires a refund

Refunds are reviewed with care. A refund request is not approved until malvêtu confirms approval by email.

3. How to request a refund

To request a refund, contact:

hello@malvetu.com

Use the subject line:

Refund Request

Please include:

• order number
• full name
• email address used at checkout
• item or items involved
• reason for the refund request
• delivery date, where relevant
• clear photos, where the issue concerns damage, defect, misprint, wrong item, or packaging
• preferred resolution, if relevant

Do not send items back unless customer care confirms return instructions.

Unapproved returns may be delayed, refused, lost, or unable to be matched to your order.

4. Approved cancellations

If your cancellation request is approved before the order enters production, fulfillment, packing, carrier processing, or shipment, we will process the appropriate refund.

Refunds for approved cancellations are usually issued to the original payment method where possible.

If only part of an order is cancelled, a partial refund may be issued for the cancelled item or items.

If cancellation is no longer possible because the order has already entered production, fulfillment, or shipment, the order will continue through the delivery process. After delivery, you may review our Returns & Exchanges policy to see whether the item qualifies for return, exchange, refund, or another remedy.

5. Approved returns

If your return is approved, a refund may be issued after the returned item is received and inspected, unless malvêtu confirms another arrangement in writing.

The item must usually be:

• unworn
• unwashed
• unaltered
• free from stains
• free from odors
• free from damage caused after delivery
• returned with tags, labels, packaging, or included materials where supplied
• in a condition suitable for inspection

If the returned item does not meet the approved return conditions, the refund may be reduced, refused, or reviewed according to the circumstances and applicable law.

6. Damaged items

If your item arrives damaged, contact customer care as soon as possible.

Use the subject line:

Damaged Item Refund Request

Please include:

• order number
• full name
• email address used at checkout
• clear photos of the damage
• clear photos of the full item
• photos of the packaging where relevant
• delivery date
• brief description of the issue

Please do not wear, wash, repair, alter, or discard the item before contacting us.

If the claim is approved, malvêtu may offer a refund, replacement, exchange, or another appropriate remedy according to the case and applicable law.

7. Defective items

If your item appears defective, contact:

hello@malvetu.com

Use the subject line:

Defective Item Refund Request

Please include:

• order number
• full name
• email address used at checkout
• photos of the defect
• photos of the full item
• description of the issue
• delivery date
• whether the item has been worn or washed

If the item is confirmed to have a qualifying defect, we will review the appropriate remedy. This may include a refund, replacement, exchange, or another solution required by applicable law.

8. Misprints

If you believe your item was misprinted, contact customer care.

Use the subject line:

Misprint Refund Request

Please include:

• order number
• full name
• email address used at checkout
• clear photos of the print
• clear photos of the full item laid flat
• close-up photos of the issue
• brief description of the concern

Slight variation in print placement, print scale, print texture, or color appearance can occur with apparel production and screen display differences.

A slight variation does not automatically qualify for a refund.

If the print is materially incorrect, damaged, defective, or different from what was ordered, we will review the claim and determine the appropriate remedy.

9. Wrong item received

If you received the wrong item, wrong size, wrong color, or wrong product, contact:

hello@malvetu.com

Use the subject line:

Wrong Item Refund Request

Please include:

• order number
• full name
• email address used at checkout
• item ordered
• item received
• clear photos of the product
• clear photos of labels or packaging where relevant
• delivery date

If malvêtu confirms that the wrong item was sent, we may offer a refund, replacement, exchange, or another appropriate remedy.

10. Wrong size ordered by the customer

Customers are responsible for reviewing the Size Guide before placing an order.

If the item received is the size ordered, and the issue is that the customer selected the wrong size, the request is handled under our Returns & Exchanges policy.

A wrong size selected by the customer may not qualify for a free refund, free return, or free replacement unless required by applicable law or unless the item received was incorrect, damaged, defective, misprinted, or materially different from what was ordered.

Where a wrong-size return is approved, customer-paid return shipping may apply unless applicable law requires otherwise.

11. Change of mind

Change-of-mind refund requests are reviewed under our Returns & Exchanges policy.

To be considered, the item must usually be unworn, unwashed, unaltered, and in its original condition.

Because many malvêtu pieces are produced after order confirmation, change-of-mind requests are reviewed carefully according to product condition, timing, destination, and applicable law.

Customer-paid return shipping may apply unless applicable law requires otherwise.

12. Worn, washed, or altered items

Please inspect your item when it arrives and contact customer care before wearing or washing it if there is a visible issue.

Items that have been worn, washed, altered, stained, damaged through use, exposed to fragrance, affected by odor, or handled in a way that prevents proper inspection may not qualify for a discretionary refund.

If an issue appears only after careful first use or first wash, contact customer care with photos and a clear explanation. We will review the claim according to the circumstances, product care instructions, and applicable law.

13. Product care and refund eligibility

Customers are responsible for following the care instructions provided with the garment or on our Product Care page.

Refund eligibility may be affected by damage caused by:

• hot washing where not recommended
• tumble drying where not recommended
• ironing directly over printed areas
• bleach
• harsh detergents
• dry cleaning where unsuitable
• improper storage
• excessive heat
• rough handling
• washing with abrasive items

This does not affect rights that cannot legally be limited.

14. Lost packages

If a package appears lost in transit, contact:

hello@malvetu.com

Use the subject line:

Lost Package Refund Request

Please include:

• order number
• full name
• email address used at checkout
• shipping address
• tracking number
• screenshots or carrier messages, where available

We may need time to review tracking, confirm delivery status, contact partners, or investigate the issue.

Where a package is confirmed lost and the issue was not caused by an incorrect address, refused delivery, failure to collect, unpaid customs charges, or another customer-side delivery issue, malvêtu may offer a refund, replacement, or another appropriate resolution according to our policies and applicable law.

15. Packages marked as delivered

If tracking shows that your package was delivered, but you cannot find it, please first check:

• mailbox
• front door
• building entrance
• reception desk
• parcel locker
• concierge
• neighbors
• household members
• local delivery office
• carrier delivery photo or delivery note, where available

If the package is still missing, contact customer care.

A package marked as delivered may require carrier review, delivery investigation, building confirmation, or other supporting information before a refund decision can be made.

16. Returned-to-sender packages

A package may be returned to sender because of:

• incomplete address
• incorrect address
• refused delivery
• unpaid customs or import charges
• failed delivery attempts
• package not collected
• recipient unavailable
• carrier access issue

If a package is returned to sender, contact customer care.

Refund eligibility depends on the order status, product status, reason for return, costs incurred, whether the package is recoverable, and applicable law.

Where the return was caused by an incorrect address, refused delivery, failure to collect, or unpaid customs charges, original shipping charges, return costs, and reshipment costs may not be refundable where permitted by law.

17. Original shipping charges

Original shipping charges may be refunded when required by applicable law or when malvêtu confirms that the issue qualifies for a shipping refund.

Original shipping charges may not be refundable for discretionary returns, wrong-size returns, fit preference, change-of-mind returns, refused delivery, uncollected packages, or customer address errors unless applicable law requires otherwise.

Where the product is damaged, defective, misprinted, wrong, or legally entitled to a remedy, shipping costs will be reviewed according to the case and applicable law.

18. Return shipping charges

Return shipping responsibility depends on the reason for the refund request.

If the item is damaged, defective, misprinted, or wrong

Where the claim is approved, malvêtu may provide return instructions, replacement, exchange, refund, or another remedy according to the case and applicable law.

If the return is for wrong size, fit preference, or change of mind

The customer may be responsible for return shipping costs unless applicable law requires otherwise or unless malvêtu confirms a different arrangement in writing.

If the return is international

International return shipping may involve customs forms, duties, taxes, carrier fees, or import handling fees. The customer may be responsible for those costs unless applicable law requires otherwise or unless the issue was caused by an approved malvêtu error.

19. Customs, duties, taxes, and import charges

International orders may be subject to customs duties, import taxes, VAT, GST, carrier handling fees, brokerage fees, or local charges.

These charges are determined by local authorities or carriers.

Unless expressly collected at checkout or required by applicable law, customs duties, import charges, carrier fees, and local charges may not be refundable by malvêtu.

If a refund is approved, any refund of duties, taxes, or customs charges will depend on:

• how the charges were collected
• whether they were paid to malvêtu, a carrier, a payment provider, or local authorities
• the customer’s destination
• carrier or customs rules
• applicable law

Customers may need to contact local customs authorities or carriers to request repayment of certain import charges.

20. Partial refunds

A partial refund may be issued where appropriate.

This may happen when:

• only part of an order is cancelled
• only part of an order is returned
• one item in a multi-item order qualifies for refund
• a product issue affects only part of the order
• shipping, duties, or fees are treated separately
• a customer and malvêtu agree to a partial resolution
• applicable law requires a specific remedy

Partial refunds are usually issued to the original payment method where possible.

21. Refunds for discounted or promotional items

Items purchased with a discount code, promotion, launch offer, bundle, or sale price are reviewed under the same refund standards as other items unless a specific promotion states additional lawful conditions.

A discount does not remove statutory rights.

If an item is damaged, defective, misprinted, wrong, or otherwise legally entitled to a remedy, malvêtu will review the claim according to this policy and applicable law.

22. Gift cards

If malvêtu offers gift cards in the future, gift card refund terms may differ from apparel refund terms.

Gift cards may not be refundable or redeemable for cash except where required by applicable law.

If an order paid partly with a gift card and partly with another payment method is refunded, the refund may be allocated according to the payment processing rules and Shopify settings.

23. Store credit

malvêtu may offer store credit in certain situations where available.

Store credit may be offered for:

• customer preference
• exchange alternatives
• partial resolutions
• promotional adjustments
• approved discretionary returns

Store credit is issued only where available and where permitted by applicable law.

Where applicable law requires a refund to the original payment method, store credit will not replace that right unless the customer chooses it where legally allowed.

24. Payment methods and refund destination

At launch, malvêtu accepts payment through:

• Shopify Payments
• PayPal

Approved refunds are usually issued to the original payment method where possible.

If the original payment method is unavailable, expired, closed, or otherwise unable to receive the refund, the payment provider, bank, card issuer, PayPal, or Shopify Payments may determine how the funds are handled.

Customers may need to contact their bank, card issuer, PayPal, or payment provider for refund visibility after malvêtu has issued the refund.

25. Refund timing

Once malvêtu approves and issues a refund, processing time depends on the payment provider, bank, card issuer, PayPal account, or payment method.

General timing may vary.

• Shopify Payments refunds may take several business days to appear, depending on the card issuer, bank, and payment method.
• PayPal refunds return to the original payment method where possible. PayPal timing may vary by PayPal balance, bank account, debit card, credit card, or card issuer.
• Credit card refunds may take longer because card issuers and billing cycles affect posting time.
• Bank or debit card refunds may also take additional processing time.
• Currency conversion can affect the final amount shown by the payment provider where applicable.

malvêtu cannot control bank, PayPal, card issuer, or payment provider processing times after a refund has been issued.

26. Currency conversion

If your payment involved currency conversion, exchange rates may affect the final refunded amount shown by your bank, PayPal, card issuer, or payment provider.

Currency conversion rates may differ between the original purchase date and the refund date.

malvêtu does not control third-party exchange rates, bank fees, card issuer fees, PayPal conversion rates, or payment-provider conversion fees.

27. Refund notifications

Where available, a refund confirmation may be sent by email after a refund is issued.

Refund notification timing may vary depending on Shopify, Shopify Payments, PayPal, payment provider settings, and email delivery systems.

Please keep your order confirmation and refund confirmation for your records.

28. Refused refunds

A refund request may be refused or reduced where permitted by law if:

• the item was worn
• the item was washed
• the item was altered
• the item was damaged after delivery
• the item was stained
• the item has odor or fragrance exposure
• the item is missing required labels, tags, or packaging where supplied
• the return was sent without approval
• the return was sent to the wrong address
• the return window has passed
• the issue was caused by improper care
• the issue was caused by customer misuse
• the package was refused, uncollected, or returned because of customer-side delivery issues
• the customer selected the wrong size and the item otherwise matches the order
• the claim cannot be verified
• the item was purchased through unauthorized resale
• the item is counterfeit, altered, or not an official malvêtu product

This section does not limit statutory rights that cannot legally be limited.

29. Unauthorized resale purchases

This policy applies to purchases made directly from malvetu.com or official malvêtu sales channels.

If you purchased an item through an unauthorized reseller, private resale listing, marketplace seller, imitation store, or third-party account, malvêtu may be unable to verify the order, payment, product condition, authenticity, or refund eligibility.

For unauthorized resale purchases, contact the seller or platform where the item was purchased.

30. Counterfeit or imitation products

malvêtu does not provide refunds for counterfeit, imitation, altered, or unauthorized products.

If you believe a fake store, fake listing, imitation product, or unauthorized seller is using malvêtu assets, contact:

hello@malvetu.com

Use the subject line:

Brand Protection Report

31. Chargebacks and payment disputes

If you have an issue with an order, contact customer care first so we can review it properly.

Opening a chargeback or payment dispute before contacting us may delay resolution.

Where a chargeback or payment dispute is opened, malvêtu may provide order records, refund records, customer communications, tracking information, delivery records, product photos, policy records, and other relevant evidence to Shopify Payments, PayPal, payment providers, banks, carriers, fraud-prevention tools, legal advisers, or authorities where appropriate.

If a refund has already been issued, the refund record may be provided as evidence in any payment dispute.

32. How to request a refund

To request a refund, contact:

hello@malvetu.com

Use one of the following subject lines:

Refund Request
Cancellation Refund Request
Return Refund Request
Damaged Item Refund Request
Defective Item Refund Request
Misprint Refund Request
Wrong Item Refund Request
Lost Package Refund Request

Include:

• order number
• full name
• email address used at checkout
• item name
• delivery date, where relevant
• reason for request
• requested resolution
• clear photos where relevant
• shipping country

Customer care will review the request and respond with next steps.

33. Response times

We review refund requests as carefully as possible.

Response times may vary during:

• launches
• high-volume periods
• weekends
• public holidays
• international delivery cases
• carrier investigations
• return inspections
• payment reviews
• customer service volume

Submitting a refund request does not automatically approve a refund. Approval is confirmed by email.

34. Statutory consumer rights

Nothing in this Refund Policy limits statutory rights that cannot legally be limited.

Customers in different countries, states, provinces, or territories may have mandatory rights relating to defective goods, misdescribed goods, damaged goods, delivery problems, cancellations, refunds, repairs, replacements, or other consumer protections.

Where this policy conflicts with mandatory consumer protection law, the mandatory law will apply.

35. Relationship with other policies

This Refund Policy should be read together with:

• Returns & Exchanges
• Cancellation Policy
• Shipping & Delivery
• Size Guide
• Product Care
• Terms of Service
• Legal Notice

If your order has not entered production or fulfillment, review the Cancellation Policy.

If you want to return or exchange an item after delivery, review Returns & Exchanges.

If the issue concerns shipping, tracking, customs, duties, delays, lost packages, or delivery status, review Shipping & Delivery.

36. Updates to this policy

We may update this Refund Policy from time to time to reflect changes in products, payment methods, refund processing, production process, fulfillment process, customer service procedures, legal obligations, or brand operations.

The updated version will be posted on this page with a revised “Last updated” date.

37. Contact

For refund questions, contact:

malvêtu customer care
hello@malvetu.com

Legal operator:

Khemiri Mohamed Mahdi
Einzelunternehmer
Parkstrasse 3
13187 Berlin
Germany

VAT ID: DE336667728