Refund policy
We want you to be able to try Melora without taking a risk. If you are not happy with your purchase, you have 90 days from the day your order is delivered to ask for your money back.
The 90-day guarantee
- You can request a refund even if you have used the product. An empty jar is fine.
- There is no form to fill in and no return authorisation number to chase.
- You get back the full amount you paid for the order.
How to request a refund
Email mail@trymelora.shop with your order number and the name the order was placed under. We will reply by email and confirm your refund.
Do I have to send the product back?
Normally, no. Our guarantee is designed so that you do not have to package anything up or pay to post it. If there is a reason we need the product back, we will ask you in that email and tell you exactly where to send it and who covers the cost.
Please do not post anything back to us before you have contacted us. Parcels sent to our registered office address will not reach our fulfilment team and cannot be traced.
When you get your money
Once a refund is approved we issue it to the payment method you used for the order. Your bank or card issuer then decides how quickly it appears on your statement, which commonly takes a further five to ten business days. That part is outside our control.
Damaged, faulty or incorrect items
If your order arrives damaged, or you received something you did not order, email us within 14 days of delivery and attach a photo. We will replace it or refund it in full, and you will never be asked to pay return shipping in that case.
Cancelling an order
We pick and pack quickly, so tell us as soon as possible if you need to cancel. If the order has already been dispatched, it is covered by the 90-day guarantee above instead.
Questions
Email mail@trymelora.shop and a person will answer you.