Refund policy
Melti – Refund Policy
We hope you are satisfied with the items you purchase from us. However, if you are not entirely happy with your order, please review the information below regarding our returns and refund process.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have 14 calendar days from the date you receive your complete order to notify us that you wish to return any item.
Once you notify us of your intention to return an item, we must receive the returned goods within 7 calendar days in order to process your refund.
Please note:
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You are responsible for the cost of returning any items.
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We cannot refund the original postage costs on returned orders.
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Items must be returned in the same condition you received them, including any hygiene seals.
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Products with broken or removed hygiene seals cannot be returned for health and safety reasons.
We reserve the right to reduce your refund if returned items show signs of use, damage, or diminished value. If an item is returned in a condition that cannot be resold, the reduction may be up to 100%.
How to Return Items
To begin the returns process, email us at:
We will provide instructions on how to return your items.
Please return the items within 7 days of receiving your return instructions.
Repackage the items carefully and include your order information inside the parcel.
Return Address:
Melti
(Insert your business address here)
We strongly recommend obtaining a Proof of Postage from the Post Office. This will allow us to resolve any issues should your parcel be lost in transit.
Damaged or Faulty Items
Under the Consumer Rights Act 2015, you may claim a refund for faulty goods within 30 days of receiving your order.
In some cases, we may offer a free repair or replacement. If the replacement or repair also proves faulty, you may then request a refund, including any standard postal charges paid.
This does not apply to faults resulting from normal wear and tear.
If you believe your item is damaged or faulty, contact us at:
Processing Refunds
Refunds are issued once we receive and inspect your returned items.
Refunds will be issued to the original payment method used at checkout and typically take 5–7 working days to appear in your account, depending on your card provider.
Refund Exclusions
You may inspect your items as you would in a physical store, but you may not return products that have been used unless they are faulty.
Returns of unsealed or opened hygiene-sensitive products are not accepted, unless the item is defective.
Liability
Our maximum liability for failing to fulfil an order we are legally obliged to fulfil is limited to the price you paid for the order.
These terms are in addition to our standard Terms of Service.