Last Updated: October 13, 2026
At MS Melora (msmelora.com), customer satisfaction is important to us. We aim to provide quality products and a smooth shopping experience. If you receive a damaged, defective, incorrect, or unsuitable item, please review our return and refund policy below.
1. Return Window
You may request a return or exchange within 7 days of receiving your order, subject to the conditions outlined in this policy.
To qualify for a return, the item must generally be unused, in its original condition, and returned with its original packaging, tags, accessories, and proof of purchase.
2. Eligible Returns
You may request a return or exchange if:
- You received a damaged or defective product.
- You received the wrong item.
- The product is missing essential parts or accessories.
- The item received is materially different from its description on our website.
- You wish to return an eligible product that meets our return conditions.
All requests are subject to review. Your legal consumer rights remain unaffected by this policy.
3. Non-Returnable Items
For hygiene, safety, and product-protection reasons, certain items may not be eligible for return unless they are defective, damaged, incorrect, or otherwise covered by applicable consumer law.
These may include:
- Opened or used cosmetics, skincare products, makeup, and personal-care items.
- Perfumes and personal-hygiene products once opened or used.
- Undergarments and other hygiene-sensitive products, where applicable.
- Products made to order or personalized for a customer, where permitted by law.
- Items clearly marked as non-returnable before purchase, where permitted by law.
Please contact us if you are unsure whether your item qualifies for a return.
4. Damaged, Defective, or Incorrect Products
Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery where possible.
Please provide:
- Your order number.
- A brief description of the issue.
- Clear photos or a video showing the product and its packaging.
We will review your claim and, where appropriate, arrange a replacement, exchange, or refund in accordance with applicable law.
5. How to Request a Return
To request a return or exchange:
- Contact our customer support team using the contact details provided on our website.
- Include your order number and the reason for your request.
- Provide photos or videos if the product is damaged, defective, or incorrect.
- Wait for our instructions before sending the item back.
- Return the item using the agreed return method, if your request is approved.
Please do not send items to an address without receiving return instructions from our team.
6. Return Shipping Costs
- Damaged, defective, or incorrect items: MS Melora will cover reasonable return shipping costs where the claim is verified and applicable law requires or supports this.
- Change-of-mind returns: Return shipping costs may be the customer’s responsibility, provided the return is permitted under this policy and applicable law.
- Exchanges: Shipping charges, if any, will be explained to you before the exchange is arranged.
We will not use this policy to exclude any shipping-cost or refund rights required by law.
7. Refund Policy
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be processed using the original payment method where possible, or another mutually agreed lawful method.
For Cash on Delivery (COD) orders, we may request your bank account or supported digital payment details to issue an approved refund.
Refund processing times may vary depending on your payment provider or bank. We will communicate the expected timeframe when your refund is approved.
Original shipping charges will be refunded where required by applicable law or where the circumstances of the return qualify for a shipping refund under this policy.
8. Exchanges
Exchanges may be available for eligible products, subject to stock availability.
If the requested replacement is unavailable, we will discuss an appropriate alternative or refund where applicable.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
Orders that have not yet been dispatched may be eligible for cancellation. Once an order has been shipped or delivered, it may no longer be possible to cancel it, and the applicable return policy will apply.
Nothing in this section removes any cancellation or refund rights provided by applicable law.
10. Incorrect Delivery Information and Refused Orders
Customers are responsible for providing accurate delivery information when placing an order.
If a parcel cannot be delivered because of an incorrect address or repeated unsuccessful delivery attempts, additional delivery charges may apply where permitted by law and disclosed to the customer.
Please contact us promptly if you need to correct your delivery information.
11. Contact Us
For return, exchange, or refund assistance, please contact MS Melora through the contact information listed on our website.
Website: https://msmelora.com
Email: [Add your customer support email]
Phone/WhatsApp: [Add your customer support number]
Business Address: [Add your business address, if applicable]
We aim to handle every request fairly and provide a helpful resolution.
12. Policy Updates
MS Melora reserves the right to update this policy when necessary. Any updates will be published on this page with the revised date.
The policy applicable to your purchase will be interpreted consistently with applicable consumer protection laws.
Thank you for shopping with MS Melora!