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Return and Refund Policy
At Meli Melo, every piece is handmade with care and attention to detail. We want you to be happy with your purchase, and if something isn’t quite right, we’re here to help.
Please read our return and refund policy below.
1. Returns and cancellations
If you change your mind about an online purchase, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.
After notifying us of your decision to cancel, you have a further 14 days to return the item.
To request a return, please contact us at Melissamelo72@gmail.com, including your order number and the reason for your return (if you wish to share it).
We will provide you with the necessary return instructions.
2. Conditions for returns
To be eligible for a return, items should be:
- Unused and in their original condition.
- Returned with their original packaging, where possible.
- Accompanied by proof of purchase.
You may handle an item to the extent necessary to establish its nature, characteristics and functioning, just as you would in a shop. However, we reserve the right to make a deduction from your refund if the item’s value has been diminished through handling beyond what is necessary.
3. Handmade and personalised items
Our products are handmade, and some are created individually or made to order.
The statutory 14-day cancellation right does not apply to goods that are genuinely personalised or made to the customer’s specifications. This does not affect your rights if an item is faulty, damaged or not as described.
Standard handmade items that are not personalised remain eligible for return under our usual policy.
4. Return postage
For returns due to a change of mind, customers are responsible for the cost of return postage.
We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged during return transit.
If an item is faulty, damaged on arrival or not as described, please contact us before returning it. We will arrange an appropriate solution and cover reasonable return costs where required.
5. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
For eligible cancellations, the refund will include the cost of standard delivery. If you selected a more expensive delivery option, we are only required to refund the cost of standard delivery.
Please note that your bank or payment provider may take additional time to process the refund.
6. Faulty or damaged items
We take great care in making and checking every product before dispatch. However, if your item arrives damaged, faulty or not as described, please contact us as soon as possible at Melissamelo72@gmail.com.
Please include your order number and photographs of the issue, where possible, so we can understand what has happened and help resolve it.
Depending on the circumstances and your statutory rights, we will offer a repair, replacement or refund.
Your consumer rights are not affected by this policy.
7. Exchanges
If you would like to exchange an item, please contact us first.
As many of our products are handmade in small batches, exchanges are subject to availability. If the item you would like is unavailable, we can discuss an alternative solution.
8. Sale items
Items purchased during a sale are subject to the same statutory consumer rights as items purchased at full price.
Sale items may be returned under the same conditions outlined in this policy. This does not affect your rights if an item is faulty, damaged or not as described.
9. Contact us
If you have any questions about returns, refunds or exchanges, please get in touch.
Email: Melissamelo72@gmail.com
We’re always happy to help and will do our best to make your experience with Meli Melo a positive one.
Thank you for supporting handmade.
Meli Melo