Refund and Returns Policy

Effective Date: June 30, 2026

The Malaster Company, Inc. (“Malaster”) is committed to providing quality ESD packaging products and responsive customer service. Because many products supplied by Malaster are custom, engineered-to-order, made-to-order, special-order, package-specific, or sourced for specific customer requirements, all returns, refunds, exchanges, and cancellations are subject to the terms below.

Return Summary

  • Return requests for eligible standard stock products must be submitted within thirty (30) days of delivery.
  • An approved Return Merchandise Authorization (RMA) is required before any product may be returned.
  • Customers are responsible for return shipping costs unless the return is due to a Malaster shipping error or a verified product defect.
  • Custom-manufactured, made-to-order, engineered-to-order, special-order, and sourced-to-order products are not eligible for return unless defective or shipped in error.
  • Returned products must be new, unused, unopened, uncontaminated, undamaged, and in resalable condition.

1. Customer Responsibility for Product Selection

Customers are responsible for confirming that the products ordered are suitable for their intended application before purchase. Product names, package families, industry terms, package counts, device descriptions, and general references such as SOIC, SOP, TSOP, TSSOP, SSOP, QFN, QFP, BGA, DIP, PLCC, LCC, SOT, TO, JEDEC, wafer, tray, tube, foam, conductive, antistatic, or ESD are provided for identification, organization, and search purposes only and do not guarantee compatibility with any specific device, component, package outline, handling process, storage method, or shipping requirement.

Many semiconductor and electronic component package families have multiple valid outlines, body sizes, body widths, body lengths, lead forms, pitches, tolerances, thicknesses, and handling requirements. For example, a package family such as SOIC-8 may have more than one possible tube, tray, insert, or packaging solution depending on the actual device dimensions and customer requirements.

Customers are responsible for reviewing all available product information, including part numbers, dimensions, drawings, materials, descriptions, specifications, quantities, and application notes before placing an order.

Malaster does not guarantee that a product will fit, retain, protect, transport, store, or otherwise function for a customer’s specific device, component, process, or application unless Malaster has provided written confirmation for that specific use.

If fit, clearance, retention, ESD performance, automation compatibility, shipping protection, or device safety is critical, customers should contact Malaster before ordering.

2. Product Information and Compatibility

Website descriptions, images, drawings, categories, filters, search results, recommendations, and other product information are intended to assist customers in product selection, but they may not include every specification required for every application.

Customers should not rely solely on package family names, common industry terms, visual similarity, product images, category placement, or search results when selecting ESD packaging products.

Verbal discussions, general recommendations, website content, product category placement, search results, or prior purchases do not override written specifications, drawings, quotations, order acknowledgments, or written confirmations issued by Malaster.

3. Return Eligibility

Standard Stock Products

The Malaster Company, Inc. may, at its sole discretion, authorize the return of eligible standard stock products. Approved returns must be received in new, unused, unopened, uncontaminated, undamaged, and resalable condition, including all original packaging, documentation, labels, and accessories.

A product ordered incorrectly, selected based on an assumption, or purchased without confirming suitability is not considered defective.

Return Request Deadline

Requests for return authorization must be submitted within thirty (30) days of delivery.

Non-Returnable Products

The following items are not eligible for return or refund:

  • Custom-manufactured products
  • Custom packaging solutions
  • Custom-cut materials
  • Engineered-to-order products
  • Made-to-order products
  • Special-order products
  • Sourced-to-order products
  • Products manufactured, modified, cut, sourced, or procured to customer specifications
  • Products marked as non-returnable, final sale, custom, special order, RFQ, made to order, or quoted on request
  • Products ordered by mistake or based on incorrect assumptions about package compatibility
  • Products that do not fit a customer device because the customer selected the wrong size, outline, profile, material, or configuration
  • Products damaged, modified, altered, opened, relabeled, or repackaged after delivery
  • Products showing evidence of use, handling damage, contamination, or exposure to unsuitable storage conditions
  • ESD-sensitive packaging materials that may have been contaminated, compromised, or removed from protective packaging
  • Products returned without authorization

4. Return Authorization (RMA)

Prior to returning any product, customers must obtain a Return Merchandise Authorization (RMA) number from Malaster.

To request an RMA, contact:

Email: contact@malaster.com
Phone: (408) 745-0104

Returns received without an approved RMA number may be refused and returned to the sender.

5. Return Shipping

Customers are responsible for all return shipping costs unless Malaster determines that the return is the result of an error made by Malaster or a verified product defect.

All returned products must be properly packaged to prevent damage, contamination, or ESD-related compromise during transit.

Authorized returns should be shipped to:

The Malaster Company, Inc.
3565 Victor Street, Suite B
Santa Clara, CA 95054 USA

6. Refunds and Credits

Inspection

All returned products are subject to inspection upon receipt. Malaster reserves the right to reject any return that is not in new, unused, unopened, uncontaminated, undamaged, and resalable condition.

Approval

If a return is approved, a refund or account credit will be issued using the original payment method whenever practical.

Processing Time

Approved refunds are generally processed within ten (10) business days following inspection and approval.

Restocking Charges

Approved returns may be subject to a minimum fifteen percent (15%) restocking charge. Additional restocking fees may apply if imposed by the original manufacturer or supplier.

Non-Refundable Charges

Shipping, freight, duties, customs fees, insurance charges, handling fees, taxes, and other third-party charges are generally non-refundable unless otherwise required by law.

7. Order Cancellations

Before Shipment

Orders may be canceled only with written approval from Malaster. Approved cancellations may be subject to supplier charges, production costs, administrative fees, and other expenses incurred prior to cancellation.

Custom and Special Orders

Custom, engineered-to-order, made-to-order, sourced-to-order, and special-order products may not be canceled once production, procurement, sourcing, or processing has begun.

After Shipment

Orders that have shipped cannot be canceled and must follow the authorized return process, if eligible.

8. Damaged, Defective, or Incorrect Products

Inspection Upon Delivery

Customers should inspect all shipments immediately upon receipt.

Reporting Deadline

Any shipping damage, shortages, defects, incorrect shipments, or discrepancies must be reported in writing within five (5) business days of delivery.

Claim Information

Please include:

  • Order number
  • Part number(s)
  • Description of the issue
  • Photographs of the product and packaging when applicable
  • Device, component, drawing, or dimensional information when fit or compatibility is involved

Malaster will review the claim and determine the appropriate resolution, which may include replacement, repair, exchange, credit, or refund.

A product is not considered defective solely because it does not meet an unstated customer requirement, assumed industry standard, undocumented package variation, or application that was not reviewed and confirmed in writing by Malaster before purchase.

9. Exchanges

Malaster may approve exchanges at its sole discretion. Exchanges are subject to product eligibility, availability, inspection, and prior authorization.

Custom, made-to-order, engineered-to-order, special-order, sourced-to-order, and customer-specified products are generally not eligible for exchange unless Malaster determines that the product was defective or shipped in error.

10. Title and Risk of Loss

Title to products transfers in accordance with the applicable sales agreement, invoice terms, or purchase contract. Risk of loss passes to the customer upon delivery by the carrier unless otherwise specified in writing.

11. Contact Information

For questions regarding returns, refunds, product selection, compatibility, or order issues, please contact:

The Malaster Company, Inc.
3565 Victor Street, Suite B
Santa Clara, CA 95054 USA
Phone: (408) 745-0104
Email: contact@malaster.com