General rule for returns
If you wish to return a product you must do so by entering your customer area and select the order containing the item and indicate that you wish to return it and for what reason.
You must also indicate the desired mode of reimbursement, if a Mellmak shopping voucher or the reimbursement of the amount (in this case you must indicate the IBAN or IBIB). You can only choose one of the methods with the conditions inherent to each one and never use parts of both.
If the order was made as a guest this procedure should be carried out using the link that was sent to you by email.
The user must return the product in the same package used for the first delivery. Where possible, you should accompany the product to be returned with all original boxes, instructions/documents and packing materials. We will inspect the returned product.
Any product that has been damaged, is not in the same condition as when you received it or shows signs of use other than simply opening the packaging will not be eligible for a refund.
You can only make one return/exchange request per order. Once an order has been made and finalised, it is not possible to request a new order for another item from the same process/order.
In case of returns by defect, these must be previously checked and confirmed. You must contact Customer Service by the usual means.
Return of goods due to cancellation
You have up to 15 days after the date of delivery of the products to return them, without any justification being required (except in the case of products made to your specification or custom-made products).
Returns of faulty products
If, upon delivery, you believe that the product supplied to you is not in conformity with the Contract, you should access your customer area, select the order containing the item and indicate the item to be returned and its cause.
We will inspect the returned product and inform you of your right to a replacement or refund (if any) via email within a reasonable period of time.
We will usually provide a refund or replacement as soon as possible and in any event within 30 days of confirmation by email that you are entitled to a refund or replacement of the defective product.
Products returned by you because of a defect, if confirmed to be defective, will be refunded the full amount paid. The refund of any amount paid will always be made via the payment method used to purchase the product.
If the defect is approved: From the moment we communicate that the defect has been accepted, you have 14 days to send us the item.
Advice for a more efficient service
Items must be returned within 15 days, in perfect condition.
They must be returned inside the transparent plastic packaging (do not separate lots or pieces).
Returned items must be accompanied by a duplicate of the invoice receipt which must always be sent inside the packaging.
Verify that your products follow these rules:
- The product cannot have been used, washed or damaged;
- The original labels of the article have not been removed;
- The product must be in its original packaging;
- Only returns made within 15 days after the delivery date will be accepted. Separate returns of the same order will not be accepted;
- The above conditions must be respected so that Mellmak can refund the payment.
Refunds by Bank Transfer
The refund will be made through the same method of payment with which the purchase was made. In the case of payments made by ATM, we will request the IBAN of the bank account to which the customer wishes the refund.
If the IBAN is not provided the refund will be made automatically through a shopping voucher, which can be used in a next purchase at Mellmak.
Mellmak will reimburse the client with the corresponding amount within a maximum of 14 calendar days after the order has been received at our facilities.
Conditions of exchanges/returns
If you want an exchange, this will only be possible, for the same reference, being possible the choice of another size or another colour. Only after the reception of the article in exchange and validation of the same, the company will proceed to send the requested exchange. The use or bad state of the item to be exchanged will cancel the sending of the new item.
These provisions are without prejudice to any rights of the user resulting directly from the law.