Return & Refund Policy

Last Updated: August 20, 2026

We want every order to land well. If something doesn't work out, this page explains your options clearly — from cancellations and returns to refunds and damaged items.

Cancelling Your Order

Before Your Order Ships
You can cancel at any point before dispatch. Email us at connect@melodows.com with your order number and we'll confirm the cancellation and issue a full refund to your original payment method.

After Your Order Has Been Dispatched
Once an order is on its way, cancellation is no longer possible. You're welcome to return the items once they arrive — see the Returns section below for how that works.

EU Customers: Statutory Right of Withdrawal

If you're based in the EU, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your goods, without needing to give a reason. The 14-day window begins:

• on the day you (or someone you've nominated) takes delivery of the goods; or
• for orders arriving in multiple shipments, on the day the final parcel is received.

Exceptions
The right of withdrawal does not apply to: items made or personalised to your specifications; or beauty and skincare products sealed for hygiene reasons that have been unsealed after delivery.

Returns

Eligibility

To be accepted for return, items must meet the following conditions:

• You notify us within 14 days of delivery — once confirmed, you have a further 14 days to send the items back;
• Items must be unopened, unused, and unaltered;
• The original hygiene seal must remain intact;
• Original packaging should be included where possible.

How to Return

Step 1 — Get in Touch: email connect@melodows.com with your order number, the item(s) you'd like to return, and your reason for returning. Use the subject line: Return Request – Order #[YOUR ORDER NUMBER].

Step 2 — Pack Your Items: use the original packaging where possible, keep all seals and labels in place, and pack securely to avoid damage in transit.

Step 3 — Ship Your Return: send your parcel to the return address confirmed by our team. Please do not ship anything back before receiving written confirmation from us.

Return Address
Attn: APEXRISE S.R.L. Returns Department
The return address will be confirmed when you contact us. Please wait for our reply before sending any items back.

We strongly recommend using a tracked shipping service and keeping your receipt and tracking number. Once shipped, please send your tracking number to connect@melodows.com. If the return address is outside the EU, retain any customs documentation issued for the shipment.

Return Shipping Costs
Return postage is the customer's responsibility. We refund the product cost plus the original standard shipping charge (if applicable).

Refunds

• Inspection: we inspect and process returns within 72 hours of receiving them at our warehouse.
• Refund Timeline: once inspection is complete, your refund will be issued within 14 business days, subject to your bank's processing time.
• Refund Method: refunds are returned to the original payment method used at checkout.

Haven't Received Your Refund?
First, check with your bank or card provider — processing times vary between institutions. If you've done that and still haven't received anything, contact us at connect@melodows.com and we'll look into it.

Damaged or Incorrect Items

If your order arrives damaged, faulty, or not as described, please contact us within 7 days of delivery at connect@melodows.com. Include your order number, clear photos showing the issue, and a brief description of the problem. We aim to respond within 48 hours and will arrange either a full refund (including shipping) or a free replacement.

Exchanges

We don't offer direct exchanges. If you'd like a different shade, size, or product, please return the original item for a refund and place a new order separately.

Contact Us

Email: connect@melodows.com
Company: APEXRISE S.R.L.
Registration Number: J2026039142003
Subject Format: Return Request – Order #[YOUR ORDER NUMBER]