How to request a Return Merchandise Authorization (RMA) / Repair online
Step 1: Request a return / repair online
How to request a return / repair online:
Option 1:
Option 2:
Receive Confirmation:
Within 24 hours, receive an Return Authorization (RA) number and a return label from UPS via email.
Important: Check spam/junk folders if not received within 24 hours.
Step 2: Preparing the Return Package:
Print Required Documents:
Print the UPS return shipping label.
Print two copies of the commercial invoice received with the return label.
Package Instructions:
Use a SMALL UPS box to package the product securely.
Affix the shipping label to the outside of the box.
Place two folded copies of the commercial invoice inside a clear pouch and affix it to the box exterior.
Send the Package:
Drop off the package at a UPS store or call UPS to schedule a pick-up.
Step 3: Processing Timeline and Charges
The sizing, refinishing, or repair process takes approximately 2 weeks from the date MALO receives the returned item.
Shipping Charges:
Customers are invoiced for the outbound shipping label within 24 hours of the RMA confirmation.
Once the product is repaired and ready to ship back, customers are invoiced again for the return shipping.
Exceptions: If the return is due to a MALO error (e.g., wrong size, color, or millimeter), shipping charges will not be invoiced.
Return Conditions
Custom Orders: No returns accepted for custom items under any circumstances.
Returns for Credit: All approved returns for credit are subject to a 20% restocking fee.