General Rule for Returns
If a user wishes to return a product he/she should do it by entering his/her Customer Area and select the parcel that contains the item mentioning the product to be returned and the reasons to do so. The customer should also choose the refund method, either through a Mellmak voucher or the full amount refund (in this case the NIB/IBAN number is required). The customer should also indicate the day he/she wishes the return to be made (at least 24h after informing us about the return intention). The return will only be made on working days.
You will be responsible for returning the item to us in its original conditions and all postal costs or other costs incurred when returning the product (3€ for Continental Portugal and 5€ for Spain). If you choose to be refunded through a Mellmak voucher the return costs will not be deducted in the first devolution of the same order.
If the order is placed as a guest this procedure should be done using the link sent to you via email.
The user should return the product in the same parcel used in the first delivery and if possible, return all the boxes, instructions, documents and original package materials.
On receiving your return the next step is for us to check the item(s). Any damaged product which is not in the same conditions as it was sent or presents any signs of having been used besides from the normal package opening, will not be refunded.
The user may exercise the legal right to change his/her mind and cancel an order. In this case you have 15 days to cancel from the day after you received your order, without being asked for any justification (unless the order was made for specific or personalized products).
Faulty Goods Return
If you return the product because you are claiming that it is defective or is not according to the conditions previewed in the contract, you should access your Customer Area and select the order that refers to this item, indicating the product to be returned and the reasons for doing so. The Sales Company will then set a date for the devolution.
The Sales Company will then check the returned product and inform the user about the right of replacement or refund (if this is the case), via email and in reasonable time.
If you return items in accordance with the terms of our Returns Policy, we will process the refund due to you as soon as possible and, in any case, within 30 days after receiving the confirmation, via email, that you are entitled to the refund or replacement of the faulty product. The faulty items will be fully refunded should the fault be confirmed. The refund will always be done using the same payment method you used to purchase the product.
Advices for a more efficient service
-The items should always be returned within 15 days, in perfect conditions.
-The items should always be returned in the plastic package (do not separate the items).
-You should always return the invoice duplicate with the returned items.
Bank Transfer Refunds
To receive your refund through a bank transfer please indicate you NIB/IBAN number in your Customer Area when setting the date to pick up the product.
The bank transfer will be made within 30 working days after the date of the devolution. In case the NIB/IBAN number is not provided the refund will automatically be made through a voucher to be used in your next purchase in our Mellmak online store.