Refund policy
Thank you for choosing Melu. Please carefully review our return and refund policy below.
Returns and Refunds
If you have any issues with your order, please contact us at info@melubrand.com with the following details:
- Damaged Items: Attach photos or a video of the damaged item. If a photo does not clearly show the damage, a video is required.
- Dispute Details: Include your order number, name, date, and a description of the issue.
- Return Requests: Our dispute team may request the return of items for further inspection.
Refund Conditions
We offer refunds, replacements, or returns under the following conditions:
Change of Mind
If you change your mind, you can return the product within 30 days as long as it is unused and in its original packaging. Please note that return shipping costs are the responsibility of the customer. Once we receive and verify the product at our warehouse, we will issue a refund for the product price, excluding the original shipping cost.
Delayed Orders
For orders without tracking information, in transit, pending, or expired 60 days after dispatch (45 days for orders to the USA).
Orders Not Received
If you did not receive the package, please obtain a non-delivery certification with an official seal from your local post office.
Damaged Products
We offer a full refund or replacement for severely damaged packages. For partially damaged packages (excluding minor issues like threads or slight creases), a partial refund or replacement will be provided.
Incorrect or Missing Products
If you receive an incorrect product, color, or size, you are eligible for a full refund or replacement. We will address any errors affecting product functionality.
Items Not Received But Tracking Shows Delivered
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address. If you have not received your item and it says delivered please contact us at info@melubrand.com and we will do our best to investigate.
Order Cancellation
Orders can be canceled for a full refund before they are processed in our warehouse. Unfortunately, certain orders, like Print on Demand (POD) and preorder inventory, cannot be canceled after payment.
Important Notes
- Force Majeure: We are not responsible for delays or damages caused by events outside our control, such as natural disasters, strikes, or customs inspections.
- Shipping Method Limits: Some shipping methods may not have tracking available in certain regions. We will inform you if such limitations apply to your selected method.
- Destination Limits: Due to international shipping restrictions, some regions may not qualify for disputes or refunds.
- Sale Items: Unfortunately, items purchased on sale are not eligible for returns or refunds.
Unclaimed or Rejected Packages:
If a package is not collected by the customer from the post office or delivery location, or if the package is rejected and returned to us, the customer will be responsible for all costs incurred due to the return. This includes return shipping fees and other expenses, which range from $10–$20.
If the customer wishes to have the package re-shipped, they will need to cover the cost of the new shipment.
If the customer does not wish to have the item re-shipped, we will issue a refund for the product price, excluding all costs associated with the return (e.g., shipping fees, handling fees, or any additional expenses incurred).
Condition of Returned Items: If the item is not in resellable condition upon return, no refund will be issued.
Force Majeure: We are not responsible for delays or damages caused by events outside our control, such as natural disasters, strikes, or customs inspections.
Shipping Method Limits: Some shipping methods may not have tracking available in certain regions. We will inform you if such limitations apply to your selected method.
Destination Limits: Due to international shipping restrictions, some regions may not qualify for disputes or refunds.
Return Process
To initiate a return, please contact us at info@melubrand.com. Items sent back without prior approval will not be accepted.
Once your return is approved, we will provide instructions on how to send your package. Please note that customers are responsible for the cost of return shipping.
For further assistance, feel free to contact our customer service team at info@melubrand.com. We’re here to help!