I. Core After-Sales Process
Q1: What should I do if I receive a damaged product or find a functional defect?
We take such matters very seriously. Please ensure you contact us within 48 hours of receiving the product via the following methods:
Email our customer service team at: service881@malfastion.in. Please include your Order Number and clear photos/videos showing the product issue.
Leave an Online Message for our website customer service, providing the same information as above.
Our customer support team will verify the situation and promptly arrange for a free replacement or a full refund for you.
Q2: What should I do if I receive the wrong product?
We sincerely apologize for the inconvenience caused! If the product you received does not match your order, please:
Immediately stop using the product.
Contact our customer service using the methods mentioned in Q1, providing your Order Number and photos of the incorrect product you received.
Once confirmed, we will cover all shipping costs to send you the correct product and guide you through returning the wrongly shipped item.
Q3: How do I apply for a return or refund?
You can apply easily by following these steps:
Log in to your website account and go to the "Order" page.
Find the corresponding order and click the "view" button to enter the order details page.
Then, click the "Create RWA" button in the top right corner of the interface to initiate the request.
After initiating, you can check the progress in the "RWA" section.
Select the type of after-sales service needed (Return/Refund) and briefly state the reason.
Our customer service will review your application within 24 hours (on business days) and contact you. You can also contact us directly using the methods provided in Q1.
II. Refund & Return Details
Q4: How is the refund processed? How long does it take to receive it?
Once your refund request is approved, the amount will be refunded via your original payment method within 3-10 business days.
You will receive a confirmation email for the refund. Please keep an eye on your inbox.
Q5: How do I return a product I need to exchange or refund?
After your return/exchange request is approved:
Our customer service will send you a detailed return address and return instructions via email.
Please pack the product undamaged and in its original condition (including all original accessories, box, and warranty card) as instructed.
For returns due to reasons on our end (like product quality issues or wrong item shipped), we will provide a free return shipping label or reimburse the shipping costs upon confirmation. For non-quality-related returns, shipping costs will need to be borne by you.
III. Standard Definitions
Q6: What situations are considered product "damage or defects"?
The following situations are generally considered as product damage or defects:
Physical Damage: Cracked body, broken screen, failure to power on, etc.
Performance Malfunction: Inability to charge normally, inability to pair/connect, failure of core functions (e.g., shaver head not rotating, no sound from headphones), etc.
Missing Parts: Necessary accessories missing from the package, such as charging cables, earbuds, etc.
Non-Human Factors: Performance issues arising under normal usage conditions.
I. Core After-Sales Process
Q1: What should I do if I receive a damaged product or find a functional defect?
We take such matters very seriously. Please ensure you contact us within 48 hours of receiving the product via the following methods:
Email our customer service team at: service881@topfastion.in. Please include your Order Number and clear photos/videos showing the product issue.
Leave an Online Message for our website customer service, providing the same information as above.
Our customer support team will verify the situation and promptly arrange for a free replacement or a full refund for you.
Q2: What should I do if I receive the wrong product?
We sincerely apologize for the inconvenience caused! If the product you received does not match your order, please:
Immediately stop using the product.
Contact our customer service using the methods mentioned in Q1, providing your Order Number and photos of the incorrect product you received.
Once confirmed, we will cover all shipping costs to send you the correct product and guide you through returning the wrongly shipped item.
Q3: How do I apply for a return or refund?
You can apply easily by following these steps:
Log in to your website account and go to the "Order" page.
Find the corresponding order and click the "view" button to enter the order details page.
Then, click the "Create RWA" button in the top right corner of the interface to initiate the request.
After initiating, you can check the progress in the "RWA" section.
Select the type of after-sales service needed (Return/Refund) and briefly state the reason.
Our customer service will review your application within 24 hours (on business days) and contact you. You can also contact us directly using the methods provided in Q1.
II. Refund & Return Details
Q4: How is the refund processed? How long does it take to receive it?
Once your refund request is approved, the amount will be refunded via your original payment method within 3-10 business days.
You will receive a confirmation email for the refund. Please keep an eye on your inbox.
Q5: How do I return a product I need to exchange or refund?
After your return/exchange request is approved:
Our customer service will send you a detailed return address and return instructions via email.
Please pack the product undamaged and in its original condition (including all original accessories, box, and warranty card) as instructed.
For returns due to reasons on our end (like product quality issues or wrong item shipped), we will provide a free return shipping label or reimburse the shipping costs upon confirmation. For non-quality-related returns, shipping costs will need to be borne by you.
III. Standard Definitions & Quality Issues (Specific to Apparel)
Q6: What garment issues are considered quality problems (damage or defects)?
We are committed to quality. If your received garment has any of the following issues, it will be considered a quality problem, and we will take full responsibility:
1. Craftsmanship & Material Issues
Open Seams / Stitching Coming Off: Major seam splitting or coming apart in critical areas (like armholes, crotch).
Stains & Damage: Stubborn stains that cannot be removed, or snags and holes that existed before shipping.
Significant Colour Difference: Noticeable and unreasonable colour variation between different parts of the same garment, or a major difference from the product description images.
Accessory/Trims Defects: Zippers that don't open/close properly, missing or loose buttons, poorly attached decorations.
Unacceptable Odour: A strong, pungent chemical smell not inherent to the fabric, which does not go away after airing out the garment.
2. Issues Affecting Wearability & Function
Asymmetry: Noticeable difference in left/right shoulder width, sleeve length, or pant leg length.
Functional Damage: Failure of core functions, like waterproof clothing that isn't waterproof, or excessive feather leakage from down jackets.
Please Note: The following situations are not considered quality issues:
Due to Wear & Wash: Normal wear and tear from use, or shrinkage, colour fading, or distortion caused by incorrect washing methods (please always follow the care label instructions).
Personal Subjective Feelings: Disliking the colour or feel compared to your imagination, or choosing the wrong size (please always refer to our size chart before ordering).
Minor Imperfections: Loose threads that don't affect the garment's overall look or durability, or slight stitching irregularities not on the main visible areas.
Our Promise:
If you discover any of the quality issues mentioned above upon receiving your order, please contact us promptly. If you are unsure about a flaw, feel free to consult our customer service. We are committed to addressing your concerns with a sincere and fair approach.
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