- Returns: 30 days from delivery
- If something is not right we will make it right
- Prepaid label provided: email us first
Support: Maison Maleb's
Returns. We sort it.
If something is not right, we will make it right. Thirty days, prepaid label, full refund. That is most of what you need to know.
Not a policy. Just how we operate.
- Thirty days
- Unused
- Prepaid label
- Full refund
The short version
- Email hello@malebs.com with your order number and reason
- We send you a prepaid returns label
- Pack securely and drop off at any courier point
- Refund processed within five working days of receiving your return
How to return
Email, label, drop-off, refund.
Contact us at hello@malebs.com with your order number and the reason for the return. We will send you a prepaid returns label.
Pack the items securely, drop them at any courier point, and we will process your refund within five working days of the return arriving with us.
We do not make you fill in a form on a website, navigate a returns portal, or wait on hold. Email, label, drop-off, refund. That is the sequence.
You have thirty days from the date of delivery to return any unused items in their original packaging. Thirty days is long enough to know whether something works for you and your cat. If you ordered something and your cat has comprehensively rejected it, that counts. Contact us and we will work out the best resolution.
1. Email us
hello@malebs.com with your order number and the reason for the return. No form. No portal. Just an email.
2. Receive your label
We send you a prepaid returns label. You do not pay for the return. We cover it.
3. Pack and drop off
Pack items securely in their original packaging and drop off at any courier point. Take a receipt in case it is needed.
4. Refund processed
Within five working days of us receiving your return. Back to your original payment method.
Exceptions
A short list. For good reasons.
Most things can be returned. A small number of things cannot, and the reasons are practical rather than arbitrary. We have tried to be honest about which is which.
If your situation is not covered here or you are not sure whether your item qualifies, email us and ask. We would rather answer the question than have you not return something you should.
Custom and made-to-order items
Cannot be returned unless they arrive faulty or damaged. Made specifically for you, which means they cannot be restocked or resold. If yours arrives with a fault: photograph it, contact us within 48 hours, we arrange a replacement.
Hygiene items
Litter trays and feeding equipment cannot be returned once used. A hygiene requirement rather than a policy preference. It applies across the industry for the same reason it applies here.
Opened consumables
Food, treats, and similar consumables cannot be returned once opened. If your cat refused something you bought on their behalf, we understand. We have met cats. But opened consumables cannot be accepted back for safety reasons.
Catnip and silvervine toys
Can be returned within 30 days if still sealed in their original packaging. Once the seal is broken, they cannot be returned. A hygiene requirement, for a simple reason: the plush is made to be bitten, kicked and rubbed against, and the silvervine stick is made to be chewed. Both end up in your cat's mouth. Once opened, we cannot know where they have been kept or what they have touched, and we will not send the next cat something that may have been near another animal, damp, or someone else's cleaning products. If yours arrives damaged or faulty, your statutory rights and our damaged-on-arrival policy below still apply.
Not sure if yours qualifies?
Email us and ask. We would rather answer the question than have you not return something you should.
Damaged on arrival
That is our problem to solve.
If your order arrives damaged, contact us within 48 hours with photographs of the damage and your order number. This doesn't affect your statutory rights. You do not need to return the item.
We will arrange a replacement and deal with the courier claim on our end. We pack carefully. When something arrives in a state that is not what we sent, that is a transit problem and it is our responsibility to resolve.
It will not require you to do very much.
Exchanges
Return and reorder.
We do not currently offer direct exchanges. Return the item for a refund using the process above, then place a new order for the replacement.
The refund processes within five working days, so the gap between returning and reordering is as short as we can make it.
If you need help deciding what to order instead, contact us. We know the products and we are happy to give an honest opinion.
A note on our approach
Handled by people who can actually make the decision.
We are a small operation. Returns are handled by people who know the products and care about getting the resolution right. We do not have a separate returns department that has never heard of us.
When you contact us about a return, you are speaking to someone who can actually make the decision. We do not look for reasons to decline returns.
If you bought something from us, we want you to feel good about having done that. If you don't, we want to fix it.
Returns: Maison Maleb's
- Email: hello@malebs.com
- Response within one working day.
- Usually faster.