退款政策

Refund Policy

This Refund Policy applies to purchases made through the MAKALI online store. Because many MAKALI products are international, wholesale, case-based, food, cosmetic, or hygiene-related items, returns may be limited.

1. Order changes and cancellations

Please contact MAKALI as soon as possible if you need to change or cancel an order. We may be able to assist before procurement, packing, payment capture, or shipment begins. Once an order has been confirmed, packed, shipped, or specially arranged, cancellation may not be possible.

2. Return eligibility

Returns are not accepted for opened, used, damaged-by-buyer, temperature-affected, food, cosmetic, hygiene, or specially ordered products unless required by applicable law or approved by MAKALI in writing. B2B case orders are generally final sale after shipment.

3. Damaged, missing, or incorrect items

If you receive a damaged, missing, or incorrect item, contact MAKALI within 7 days of delivery. Please include the order number, product name, photos of the outer carton, inner packaging, product condition, shipping label, and a clear explanation of the issue. We will review the case and may offer replacement, partial refund, store credit, or another reasonable solution.

4. Import refusal and customs issues

Refunds may not be available when products are delayed, refused, returned, confiscated, destroyed, or restricted by customs or local authorities due to destination-country import rules, missing buyer-side permits, unpaid duties/taxes, or buyer-side noncompliance.

5. Shipping and duties

Original shipping fees, return shipping fees, duties, taxes, customs fees, payment fees, remote-area fees, storage fees, inspection fees, and logistics charges are non-refundable unless required by law or separately approved by MAKALI.

6. Approved returns

If MAKALI approves a return, products must be unused, unopened, in original packaging, and returned according to the instructions provided by MAKALI. The buyer is responsible for return shipping and any required export/import procedures unless otherwise agreed.

7. Refund timing

Approved refunds are processed after MAKALI reviews the returned goods or confirms the issue. The time required for funds to appear depends on the payment provider, card issuer, and bank.

8. Contact

For refund or return questions, please contact MAKALI with your order number and supporting information.

Current EMS shipping and import notice

Direct checkout shipping is currently configured for Hong Kong and Singapore only, using EMS rates provided by Sekai Logi and calculated by total registered case shipping weight.

For all other destinations, buyers should submit a product or cart inquiry. MAKALI will review the destination country, product category, quantity, documentation needs, and available logistics route before confirming whether shipment is possible.

Checkout availability, shipping fee display, or acceptance of payment does not guarantee customs clearance or import approval. Cosmetics, food, wellness products, hair care products, electrical items, and lifestyle products may be subject to destination-country import restrictions, product registration, ingredient rules, labeling rules, customs inspection, duties, taxes, and local permits. The buyer/importer is responsible for confirming local import, sale, labeling, and compliance requirements.

MAKALI may hold, cancel, refund, or request additional confirmation for an order if there is a known logistics, documentation, customs, or import-compliance concern.