Refund policy

Effective Date: [15/05/2023]

Thank you for shopping with Mack Malone. We want you to be fully satisfied with your purchase. Please feel free to contact our customer support, we are happy to help. This Return and Refund Policy explains our guidelines for returns, exchanges, and refunds. 

  1. Eligibility for Returns:

    • We accept returns for items that are unused, unworn, and in their original condition.
    • To be eligible for a return, you must initiate the return process within 30 days from the date of delivery.

  2. Non-Returnable Items: The following items are not eligible for return or refund:

    • Products that are personalised, custom-made, or final sale.
    • Items that have been used, worn, washed, or altered.

  3. Return Process: To initiate a return, please follow these steps:

    • Contact our customer support team at Mack Malone to request a return and provide your order details.
    • Our customer support team will guide you through the return process and provide you with a return authorization if your request is eligible.
    • Package the item securely in its original packaging, including all accessories, tags, and labels.
    • Ship the item back to us using a trackable shipping method. Please note that return shipping costs are the responsibility of the customer.

  4. Inspection and Refunds:

    • Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned in section 1 - Please contact us before hand to prevent problems in the refund. 
    • If the return is approved, we will process the refund to your original payment method within 3-5 business days.
    • Refunds will only be issued for the cost of the item(s) returned. Shipping and handling charges are non-refundable.

  5. Exchanges:

    • We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process mentioned in section 3 and place a new order for the desired item. 

  6. Damaged or Incorrect Items:

    • If you receive a damaged or incorrect item, please contact our customer support team within 7 days of receiving the order. We will assist you in resolving the issue promptly.

  7. Contact Us: If you have any questions or need further assistance regarding returns and refunds, please contact our customer support team at mackjones@xboost.co.uk. We are here to help.