Warranty & returns
It’s our ambition to produce and deliver only high-quality products. However, it might occur that something goes wrong in the production process. This would then be a warranty case. The product will be repaired, replaced or refunded by us.
To be able to return the product as a warranty case, it should meet the following criteria:
1. The item may only be washed using a normal washing program.
It is prohibited to soak the product or to use hand wash or wool
program if it is literally not stated on the care label.
2. The warranty procedure can be started if the defect is not caused by:
- Damage caused by intentional acts or negligence
- Improper use or lack of maintenance
- Changes or repair work carried out upon the item in an amateurish way by the consumer or by a third party, without the permission of Mellis
- Natural and/or normal wear and tear
- Damage due to not following the user instructions (correctly)
If the defect meets these criteria, you can contact firstname.lastname@example.org sending us a proper and detailed description of the problem, adding some pictures which help explain the defect. A proof of purchase in our webshop is also necessary.
Our quality department will do a first assessment and our decision will be communicated within 14 days after receiving the complaint.
In case of doubt or insufficient information, or in case of a repairable product, we would ask you to send the product back to us. Further details will be communicated per case.
It is possible to return your order within 14 days of receipt. To start a return procedure, you have to register the return at email@example.com. Upon confirmation you can send the products back within another 14 days. The date of receiving the order will be the date the transport company has delivered it to you.
If you would like to exchange an item, you should start a return procedure for the item in question and simply order anew the product you would like instead.
To register a return, you have to send an e-mail to firstname.lastname@example.org mentioning the following information:
- the order number
- personal details (name, address, phone number)
- if you would like to return or exchange the products
- the reason of return if there is any
Terms and Conditions for Exchanges and Returns:
- You may only return items that were purchased from our webshop.
- The item must be returned undamaged and unworn in the original packaging with the label still attached.
- Once your order has been delivered, you have 14 days to start the exchange or return procedure. After that period, it is no longer possible to return the product.
- The cost and risk of sending the product back shall be borne by the purchaser. You can decide for yourself in which way you do the shipment.
- Once we have received the return in our warehouse, you will be notified by e-mail.
- After reception and acceptation of your return, the corresponding amount will be transferred back to your account within 14 days after receiving the item, provided that the product meets all requirements stated above.
If the return is sent back with no or insufficient postage, this amount will be deducted from the refund.
Any returns that are posted outside of the return period will not be accepted.