Returns & Exchanges Policy

RETURNS

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

After ordering, it is not possible to cancel after 24 hours from your time purchase.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Some health and personal care items cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.


To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds
We do not accept complaints without video/picture proof. We kindly recommend you to record a clear video before opening the package for claims, returns or exchanges — in case you received faulty goods.
Regarding your exchange or return arrangement with us, you can follow these steps:
- Email us at contact@melhino.com
- You will receive a confirmation email containing your return instructions to send back to France.

Once your return is accepted, received, and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.


Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@melhino.com

Sale items 
Only regular priced items may be refunded, unfortunately, sales, pre-orders, discounted (using coupon code), and markdown items are non-returnable and non-exchangeable.

Warranty
Items are guaranteed for 6 months from the delivery date of the package.


Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@melhino.com

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £40 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Procedure in Case of Non-Reception of Parcel:

We are committed to ensuring customer satisfaction and providing a transparent online shopping experience. However, in the unlikely event that a parcel is marked as "delivered" in our tracking system but you have not received it, we invite you to follow the procedure below to help us resolve the issue:

  • Initial Verification: Please check around your home, with your neighbors, or at your building's reception, if applicable, to ensure the parcel has not been left in a safe place or received by someone else in your absence.
  • Declaration on Honor: If after verification the parcel remains untraceable, we will ask you to fill out a declaration on honor confirming that you have not received the parcel. This step is necessary to conduct a thorough investigation with our delivery services and secure the claims process.
  • Submission Procedure: The declaration on honor form can be downloaded directly from our website. Once completed, it must be signed and accompanied by a copy of your identification. These documents can be sent to us via a secure upload link available on our website or directly by email to [email address].
  • Processing Your Case: Upon receipt of your declaration on honor and supporting documents, our team will process your case promptly and keep you informed of the progress of our investigation. Depending on the investigation results, solutions such as a refund, resending of the parcel, or other forms of compensation may be considered.

 

  • We understand the importance of every order and are committed to resolving any delivery issues efficiently and fairly. We thank you for your cooperation and understanding in following this procedure. For any questions or further assistance, please do not hesitate to contact our customer service.