Return and Exchange Policy

1.1 Purpose of the Policy

This policy sets out the rules and procedures governing returns and exchanges on the EL MALIQA Platform and clarifies the rights and obligations of the parties.

1.2 Scope of Application

This policy applies to purchases made through EL MALIQA, unless otherwise stated.

1.3 Role of the Platform

EL MALIQA acts as a digital intermediary between the Seller and the Customer and is not considered the seller of the Products. The Seller is responsible for the quality of the Product and its conformity with the description and specifications, while the Platform’s responsibility is limited to facilitating return and exchange procedures and handling disputes in accordance with this policy and applicable law.

Product does not match its description

Incorrect Product received

Product is defective or damaged

Section Three: Exchange Cases

Incorrect size

Incorrect Product

Defective Product

4.1 Used or washed Product

4.2 Expired period: The request must be submitted within 7 days from the date of receipt, unless an exceptional case applies under the Platform’s policy or applicable law.

4.3 Minor color variation

4.4 Personal Products: Returns are not accepted for underwear and Products of a personal nature, except in cases of defects or an incorrect order.

4.5 Customized Products: Returns are not accepted for Products customized or modified according to the Customer’s request, except in cases of manufacturing defects.

4.6 Change of mind: Returns are not accepted due to dissatisfaction or personal preference where the Product conforms to the advertised specifications.

5.1 Seller: The Seller shall bear the return costs if the return is due to an error attributable to the Seller, such as an incorrect, defective, or materially non-conforming Product.

5.2 Customer: The Customer shall bear the return costs when changing the size or voluntarily requesting an exchange, provided that there is no error on the part of the Seller and the Seller’s policy permits such returns or exchanges.

5.3 Platform Responsibility: EL MALIQA does not bear return costs in its capacity as an intermediary, except in the exceptional cases provided for under the Buyer Protection Policy.

6.1 When Does a Request Become a Dispute?

A request is considered a dispute when the Customer and Seller are unable to reach a resolution within the specified period or when either party rejects the proposed solution.

6.2 Disputes are handled through the following stages:

Direct Resolution: Attempting to settle the matter between the Customer and Seller through the available communication channels.

Platform Intervention: If a resolution cannot be reached, EL MALIQA reviews the Order, information, and evidence provided by both parties and takes the appropriate decision within the scope of its authority.

Escalation: Where necessary, the dispute may be referred to the competent authorities in accordance with Algerian law.

6.3 Basis of the Decision

EL MALIQA bases its decision on the available information and evidence, the extent to which the Product conforms to its description, the Order record, the Store Policy, and any other relevant information.

6.4 Rights of the Parties

Both the Customer and the Seller have the right to present their position and evidence and to respond to the other party’s claims. The Platform may request any additional information or documents it deems necessary to make a decision.

Policy Review and Updates:

EL MALIQA reserves the right to update this policy in accordance with the development of the Platform and legal requirements. Users will be notified of any material amendments in accordance with the procedures set out in the Terms of Use.

For inquiries or assistance, please contact the EL MALIQA team at:

Email: support@elmaliqa.com