Return & Refund Policy

Last Updated: August 2026

We would rather you kept a coat because it turned out to be right than because sending it back felt like too much trouble. This page explains how a return works, what it costs you, and how long the money takes to come back.

Four numbers cover almost everything: the return window is 30 days from delivery, return shipping is free because we email you a prepaid label within 1 business day of your request, refunds are completed within 7 business days of the returned item reaching us, and there are no fees of any kind. No restocking fee, no processing fee, nothing deducted.

By placing an order you agree to the terms set out below. If something here does not fit your situation, ask us first rather than guessing. Email support@malsain.com and we will tell you where you stand before you post anything.

1. Key Policy Framework and Timelines

2. What This Policy Covers

This policy applies to every physical item bought at https://malsain.com and delivered within the United States. We accept returns of defective items and of items that are perfectly fine but not what you wanted, which includes fit, color, and simply changing your mind. Returns travel by mail, and refunds are issued in US Dollars to the payment method used at checkout.

Certain product categories may have specific return conditions noted on the product page. Where product-page terms differ from this general policy, the product-page terms apply.

3. Return Eligibility Criteria

A return needs to meet four conditions, and none of them exist to catch you out.

• Time limit. Your request reaches us within 30 days of the delivery date recorded by the carrier.
• Item condition. The piece has not been worn outside, washed, dry cleaned, or altered, and comes back free of perfume, smoke, and pet hair.
• Packaging and tags. Tags are still attached, and any hanger, spare button, or dust bag that came with the piece is included.
• Proof of purchase. An order number is enough. We can look up the rest.

Trying a coat on indoors, over the clothes you actually plan to wear under it, is how outerwear is supposed to be judged and it keeps you comfortably inside these conditions. Walking around the house in it is fine. It is the sidewalk and the washing machine that close the window early.

4. How to Start a Return

1. Email support@malsain.com within 30 days of delivery with your order number and which piece is coming back. A sentence about why helps us decide what to stock next, but you do not have to justify the return to us.
2. We reply within 1 business day with your prepaid return label, ready to print at home or to show at the carrier counter. It costs you nothing to use.
3. Pack the piece with its tags still attached and anything that came with it. The original box is ideal, and any sturdy box or mailer will do the job.
4. Hand the parcel to the carrier named on the label. Keep the drop-off receipt until your refund has landed.

If printing is a problem, say so in your email. The label arrives in a format the carrier can scan straight from a mobile screen, so there is nothing to print at all.

5. Return Address

6. Refund Processing and the 7 Business Days Commitment

Returned parcels are inspected within 1–3 business days of arriving, and we email you the outcome either way rather than leaving you to wonder. Once a return is approved, customers can expect their refund to be completed within 7 business days from the date we receive the returned item.

After we release a refund, your bank or card issuer sets its own posting time, usually a further 2 to 5 business days before the money appears on a statement. If more than ten business days have passed since our confirmation email and nothing has shown up, forward us that email and we will chase it from our side.

7. No Fees, in Any Form

• No restocking fee. $0.00, on every return, for every reason.
• No processing or handling fee. Nothing is deducted for the work of taking a return back in.
• No out-of-pocket shipping. The prepaid label we email you covers the whole journey back, so sending something back costs you nothing.
• The full purchase price comes back. What you paid for the item is what returns to your payment method.

The $4.95 shipping charge is refunded as well whenever the fault sits with us, which covers defective, damaged, and incorrectly sent items. On a change-of-mind return the original shipping charge is retained and the return leg is still free.

8. Damaged, Defective, or Incorrect Items

If a piece arrives damaged, faulty, or is simply not what you ordered, email us within 7 days of delivery with your order number and a photograph. These cases skip the queue. You will be offered a replacement or a full refund including the original shipping charge, and in most cases there is no need to send the item back to us at all. Where we do need it back, we email you a prepaid return label that covers it.

9. Exchanges

The fastest route to a different size or color is to send back what you have and place a new order, because the new order starts moving immediately instead of waiting for the first parcel to travel back. Both legs are covered: request the return and the prepaid label reaches you within 1 business day, and we waive the shipping charge on the replacement order when you tell us that is what you are doing.

A direct exchange is available if you would rather handle it in one step. Tell us the size or color you want and we will hold it where stock allows, with free shipping in both directions. If the piece has sold out by the time your return arrives, we refund in full instead and let you know when it is back.

10. When Returns Are Not Accepted

A small number of situations sit outside this policy:

• Requests made more than 30 days after delivery
• Items that have been worn outside the home
• Items that have been washed, dry cleaned, or altered
• Items returned without their tags or original packaging
• Items returned without any proof of purchase we can match to an order
• Items marked final sale or clearance at the time of purchase
• Gift cards
• Promotional items received free with a purchase

If your situation falls just outside one of these, write to us anyway. We would rather look at the actual case than apply a list to it.

11. Summary of the Return Lifecycle

12. Return Questions

Anything about a return, an exchange, or a refund that has not landed reaches us here.

Thank you for shopping with us, and for giving a good coat more than one winter.