Welcome to MaLuna's Returns & Complaints Information Page
As a distinguished producer of special occasion children's apparel, we hold the quality of our products in the highest regard. We understand that, despite our meticulous quality controls, unforeseen issues can occasionally arise that impact the quality of our clothing. We are committed to addressing any complaints swiftly and impartially.
How to Submit a Complaint
1. Reporting a Complaint: If you detect any defects in our products, please contact our sales department without delay. Complaints can be submitted via email, phone, or in writing. Please include your order number and a detailed description of the issue, as this will significantly expedite the complaint process.
- Phone: +48 736 853 971
- Email: info@mymaluna.com
2. Verification of Complaint: Upon receipt of your complaint, our sales team will conduct a preliminary verification and contact you to discuss the next steps. This may include the need to send photos of the damaged product.
3. Complaint Review: We commit to reviewing your complaint within a maximum of 14 business days from the date we receive complete complaint documentation.
4. Resolution: After thorough review, we will decide how to resolve the complaint. Options may include replacement of the product, repair, or a refund of the purchase costs. The decision will be made considering the specifics of the reported issue and in full cooperation with you, our client.
5. Execution of Resolution:
- For replacements, the new product will be sent to you at our expense.
- For refunds, the funds will be transferred to your designated bank account within 7 business days from the decision date.
Contact Us
Should you have any questions or concerns, our sales department is at your service. We are here to ensure you receive the highest quality products and support at every stage of our partnership. Thank you for your trust, and we look forward to continued fruitful cooperation.
We appreciate your partnership and are committed to your satisfaction and ongoing success as our retailer or distributor. Please don't hesitate to reach out with any further inquiries or needs.
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