Refund policy
REFUND & RETURNS POLICY — MALGVEN
Last updated: April 20, 2026
This policy applies to all orders placed on malgven.ca and is established in accordance with applicable consumer protection laws, including the Consumer Protection Act of Quebec (R.S.Q., c. P-40.1), the federal Consumer Protection Act of Canada, and the regulations in force in the countries we ship to.
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1. RETURN WINDOW
Return requests must be initiated within 30 calendar days of the date your order was received, as confirmed by the carrier's delivery notification.
Any request received after this deadline will be automatically declined, without exception, unless a mandatory legal provision applicable in the customer's country of purchase requires otherwise.
Customers in the European Union (including France): Under EU Directive 2011/83/EU on consumer rights, you are entitled to a 14-day cooling-off period from the date of delivery. Our 30-day policy is more favourable and supersedes this legal minimum.Customers in the United Kingdom: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel. Our 30-day policy applies instead.Customers in Australia: Returns for items with a major defect are guaranteed under the Australian Consumer Law (ACL). Our 30-day policy applies for all other returns.
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2. RETURN ELIGIBILITY CONDITIONS
To be eligible for a return, all of the following conditions must be met:
- The item must be unworn, unwashed, and unaltered, in its original perfect condition.
- All original tags must be attached, intact, and unremoved.
- The item must be returned in its original packaging or equivalent packaging providing adequate protection.
- The request must be accompanied by proof of purchase (order confirmation or invoice).
- The return must have been pre-authorised by MALGVEN through the issuance of a Return Authorisation Number (RAN).
Any item returned without prior authorisation, or failing to meet all of the above conditions, will be refused and sent back to the customer at their expense.MALGVEN reserves the right to inspect all returned items before approving any refund. If signs of wear, alteration, perfume, makeup, washing, or unreported damage are found, the return will be refused and the item returned to the customer at their cost.
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3. NON-RETURNABLE ITEMS
The following items are not eligible for return or refund, except in the case of a manufacturing defect or an error attributable to MALGVEN:
- Items clearly marked as "Final Sale" at the time of purchase.
- Items purchased at a discounted price during sales or special promotions, unless explicitly stated otherwise.
- Gift cards and digital products.
- Items whose tags have been removed or whose original packaging has been destroyed.
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4. DEFECTIVE OR INCORRECT ITEMS
If you received an item with a manufacturing defect or an item that does not match your order (wrong product, wrong colour), MALGVEN will cover the return and will offer, subject to availability and at its sole discretion:
- A replacement of the item; or
- A full refund, including the original shipping costs.
This claim must be submitted within 48 hours of receiving your order by contacting contact@malgven.ca with clear photographs of the defect or error. After this period, the claim will be handled under the standard return policy (Sections 1 and 2), and MALGVEN cannot be held liable.
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5. RETURN SHIPPING & COSTS
5.1 – Returns for Personal Convenience (Change of Mind)
Return shipping costs are the sole responsibility of the customer. MALGVEN does not provide prepaid return labels for returns made for personal convenience. Original shipping fees paid at checkout are non-refundable.
5.2 – Orders Shipped with Free Shipping
When an order was shipped with free shipping (offered as part of a promotion, order threshold, or on an exceptional basis), return shipping costs remain entirely the customer's responsibility. Free shipping is a commercial benefit granted for the initial outbound shipment only and does not extend to the return transport under any circumstances. MALGVEN will not reimburse or cover return shipping fees for any reason, except in the case of a defective item or an error attributable to MALGVEN (see Section 4).
5.3 – Returns for Defective Items or MALGVEN Errors
In this case only, MALGVEN will cover return shipping costs as per the instructions provided by our customer service team.
5.4 – Risk During Return Transit
The customer remains responsible for the item until its receipt is confirmed by MALGVEN. We strongly recommend shipping returns with a tracked service and insurance covering the value of the item. MALGVEN cannot be held responsible for loss or damage occurring during return transit.
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6. RETURN PROCEDURE
Step 1 — Submit a Return Request
Contact our customer service at contact@malgven.ca within 30 days of receiving your order. Please include your order number, the item concerned, and the reason for the return.
Step 2 — Receive Your Return Authorisation Number (RAN)
Our team will process your request within 2 to 5 business days. If approved, you will receive a RAN, the return shipping address, and packaging instructions. No return will be accepted without a valid RAN. The RAN is valid for 14 days from the date of issuance.
Step 3 — Ship Your Return
Securely pack the item and clearly mark the RAN on the outside of the parcel. Ship it to the address provided and retain your proof of postage and tracking number.
Step 4 — Inspection & Processing
Upon receipt, MALGVEN will inspect the item within 3 to 5 business days. If approved, your refund will be processed in accordance with the conditions set out in Section 7.
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7. REFUNDS
7.1 – Refund Method
Approved refunds are issued to the original payment method used at checkout (credit card, PayPal, etc.). No refunds will be made in cash, by bank transfer, or in the form of store credit, unless expressly requested by the customer and agreed to by MALGVEN.
7.2 – Refund Timeline
MALGVEN will initiate the refund within 5 to 10 business days of approving the return. The time for the credit to appear in your account then depends on your financial institution (typically an additional 3 to 10 days).
7.3 – Refund Amount
- Return for personal convenience: refund of the item price only, excluding original shipping fees and return shipping costs.
- Defective item or MALGVEN error: full refund, including original shipping fees.
7.4 – Partial Refunds
MALGVEN reserves the right to issue a partial refund if the returned item shows signs of use, damage, or alteration that reduces its commercial value, at MALGVEN's sole discretion.
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8. EXCHANGES
MALGVEN does not offer direct exchanges. If you wish to receive a different item, colour, or size, please return your eligible item in accordance with this policy and place a new order on malgven.ca. Product availability is not guaranteed at the time of your return.
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9. ANTI-FRAUD & ABUSE POLICY
MALGVEN reserves the right to refuse any return or refund in the following circumstances:
- Abusive or fraudulent behaviour (repeated returns without valid cause, false declarations regarding the condition of an item or non-receipt of a parcel).
- A returned item that is visibly worn, intentionally damaged, or different from the original item shipped.
- Opening of a dispute or chargeback with the customer's bank or payment platform without first contacting MALGVEN to attempt an amicable resolution.
Any chargeback initiated in bad faith will be disputed by MALGVEN with the relevant card issuer and payment platforms, with full submission of available evidence (order confirmation, delivery tracking, customer communications). MALGVEN reserves the right to pursue legal action against any customer who commits proven fraud.
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10. LIMITATION OF LIABILITY
MALGVEN shall not be liable for any indirect damages, loss of revenue, loss of data, or any other incidental or consequential damages arising from the purchase, use, or inability to use products sold on malgven.ca, to the fullest extent permitted by applicable law.
In all cases, MALGVEN's liability is strictly limited to the amount paid by the customer for the relevant order.
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11. GOVERNING LAW & JURISDICTION
This policy is governed by the laws of the Province of Quebec and the applicable federal laws of Canada. Any dispute shall be subject to the exclusive jurisdiction of the competent courts of the Province of Quebec, without prejudice to mandatory consumer rights applicable in the customer's country of residence that cannot be waived by law.
Customers residing in the European Union, the United Kingdom, or Australia retain all rights granted to them under their respective national consumer protection legislation.
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12. CONTACT & CUSTOMER SERVICE
For any questions regarding a return or refund, please contact us:
MALGVEN
Contact us directly through our : Contact page
Website: malgven.ca Our team responds within 2 to 5 business days.
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This policy may be updated at any time by MALGVEN. The version in effect at the date of your order shall apply.