Returns and Refunds Policy

Last updated: 19 March 2022

Your right to cancel

If you are a consumer in the United Kingdom, you normally have the right to cancel an online purchase without providing a reason.

The cancellation period ends 14 days after the day on which you, or a person nominated by you other than the delivery carrier, receives the products.

To exercise your right to cancel, email info@melvado.com before the cancellation period expires.

Please include:

your full name;
your order number;
the products you want to return; and
a clear statement that you wish to cancel your purchase.

After notifying us that you wish to cancel, you must return the products within 14 days.

Free returns

Melvado covers the cost of eligible returns.

Contact info@melvado.com before returning a product. We will provide return instructions and, where applicable, a prepaid return label.

Do not send a return without contacting us first. This helps us identify and process your return correctly.

Return address

Unless we instruct you otherwise, eligible returns must be sent to:

Melvado Returns
Unit 25B Anson Business Park
Cheltenham Road East
Gloucester
GL2 9QU
United Kingdom

This is our returns processing address. It is not our registered business address.

Return conditions

You may inspect a product in the same way that you would inspect it in a physical shop.

Returned products should be:

complete;
accompanied by all included parts and accessories;
returned in their original packaging where reasonably possible; and
protected appropriately during return transport.

You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.

Opening packaging or trying on clothing does not automatically prevent a return, provided the product has not been used beyond what would reasonably be permitted in a physical shop.

Refunds

Once we receive and inspect your return, we will notify you about the refund.

Approved refunds are issued to the original payment method.

We normally process an approved refund within 3 to 5 business days. Your bank or payment provider may require additional time to display the refund in your account.

Where required by law, we will issue the refund no later than 14 days after:

receiving the returned products; or
receiving evidence that you have returned the products, if this occurs earlier.

We may withhold the refund until we receive the returned products or receive sufficient evidence that they have been returned.

Original delivery charges

If you cancel your entire order within the applicable cancellation period, we will refund:

the price paid for the returned products; and
the cost of our least expensive standard delivery option.

Our standard UK delivery is free.

Any additional amount paid for Express Tracked Delivery or another premium delivery option is not refundable unless:

the selected delivery service was not provided as promised; or
applicable law requires us to refund it.

Partial returns

If you return only part of an order, we will refund the price paid for the returned products.

Additional delivery charges are not normally refunded for partial returns unless required by law or the return results from our error.

Damaged, incorrect, faulty or missing products

Please inspect your order as soon as reasonably possible after delivery.

If a product is damaged, incorrect, faulty or missing, contact info@melvado.com.

Please provide:

your full name;
your order number;
a description of the problem; and
photographs of the product and packaging where possible.

Photographs can help us investigate and resolve the issue. Requiring photographs where reasonable does not limit your statutory consumer rights.

Depending on the circumstances and your legal rights, we will offer an appropriate solution, which may include:

a replacement;
a repair;
a price reduction; or
a refund.

Where both a replacement and refund are legally appropriate, we will take your preference into account.

Faulty products

Products must be:

as described;
of satisfactory quality;
fit for their normal purpose; and
fit for any particular purpose that you made known to us before purchase.

If a product is faulty, not as described or not fit for purpose, your rights under the Consumer Rights Act 2015 may apply.

These rights may include:

the short-term right to reject qualifying faulty products within 30 days;
repair or replacement;
a price reduction; or
a refund where applicable.

Nothing in this policy limits your statutory rights relating to faulty or non-conforming products.

Lost orders

The risk of loss remains with Melvado until the order comes into your physical possession or the physical possession of a person nominated by you, other than the delivery carrier.

If your order has not arrived or tracking shows it as delivered but you cannot locate it, contact info@melvado.com.

We will investigate with The Fulfilment Warehouse Ltd and the delivery carrier.

If the order is confirmed as lost or cannot be located after a reasonable investigation, we will arrange a replacement or refund, depending on the circumstances and your preference.

Exchanges

We do not guarantee direct exchanges.

The quickest option is normally to return the original product and place a new order for the required product, colour or size.

If a product is faulty, damaged or incorrect, contact us before placing a new order so we can provide the appropriate solution.

Products excluded from the cancellation right

The statutory cancellation right may not apply to certain products, including:

products made to your specifications or clearly personalised;
sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been broken;
products that deteriorate or expire rapidly;
sealed audio, video or software products after the seal has been broken; and
any other category excluded under applicable law.

Melvado does not currently intend to sell personalised products or excluded hygiene products.

If this changes, any applicable return restriction will be clearly disclosed before purchase.

These exceptions do not affect your rights where a product is faulty, damaged, incorrectly supplied, misdescribed or otherwise non-conforming.

Refused deliveries and uncollected parcels

Refusing delivery or failing to collect a parcel does not automatically complete the cancellation process.

Please contact info@melvado.com to confirm that you want to cancel or return the order.

We will process an appropriate refund after the parcel has been returned and identified, subject to your statutory rights.

Order cancellation before dispatch

Contact info@melvado.com as soon as possible if you want to change or cancel an order.

We cannot guarantee changes or cancellations after fulfilment has started.

If the order has already been dispatched, you may follow the returns process explained in this policy.

Refund delays

If we have confirmed that a refund has been issued but you have not received it:

Check your bank or payment account again.
Contact your bank or payment provider.
Allow for their stated processing period.
Contact info@melvado.com if the refund is still missing.

We will investigate the payment status where appropriate.

Abuse of the returns process

We may investigate return requests where we reasonably suspect fraud, misuse or repeated abuse of the returns process.

We will not refuse or restrict a legitimate return where doing so would breach applicable consumer law.

Contact information

For cancellations, returns, damaged products or refunds, contact:

Melvado
28 Rue des Tables Claudiennes
69001 Lyon
France

Email: info@melvado.com

Returns must not be sent to our registered address unless we specifically instruct you to do so.

The designated returns address is:

Melvado Returns
Unit 25B Anson Business Park
Cheltenham Road East
Gloucester
GL2 9QU
United Kingdom

Nothing in this policy limits your statutory consumer rights.