Refund policy
At Melt Café, every candle is carefully hand-poured, packaged and checked before it is sent to you. We want you to receive your order in perfect condition.
1. Change of Mind
Due to the nature of our products, we do not accept returns or exchanges simply because you have changed your mind, selected the wrong product, or do not prefer the fragrance.This does not affect any rights you may have under applicable consumer-protection law.
2. Damaged or Broken Items
Our candles are made with glass containers, and although we take reasonable care when packaging your order, parcels may be handled roughly during transportation.If your candle arrives broken, damaged or defective, please contact us as soon as possible after delivery.
Please send us:
- Your order number
- Clear photographs of the damaged candle
- Clear photographs of the outer packaging
- A photograph of the shipping label
- A short description of the damage
Please keep the damaged candle, packaging and shipping materials until we have advised you otherwise, as these may be required for a courier investigation or claim.We will assess the damage and, where appropriate, arrange a replacement, refund or other suitable remedy in accordance with applicable consumer law.
3. Courier & Transit Damage
Melt Café carefully packages every order using appropriate protective packaging before handing it to the courier.Once the parcel has been collected, we cannot control how it is handled during transportation. We therefore cannot guarantee that a parcel will never be damaged in transit.
If your parcel arrives damaged, please contact us promptly and provide photographs of both the product and packaging. This allows us to assess the issue and, where necessary, submit a claim to the courier.We can only package your order to a reasonable standard of protection; however, we will always do our best to assist you if your order is damaged during delivery.
4. Incorrect or Missing Items
If you receive the wrong candle or an item is missing from your order, please contact us as soon as possible with your order number and photographs of the items received.We will investigate the issue and, where appropriate, arrange a replacement, refund or other suitable remedy.
5. Refunds
If a refund is approved, it will be processed using the original payment method used for the purchase, where possible.The time it takes for the refund to reflect in your account may depend on your bank or payment provider.
6. Sale & Promotional Items
Sale and promotional items are subject to the same rights and protections applicable to other purchases.A sale item will not be excluded from a remedy where it is defective, damaged, incorrect or otherwise covered by applicable consumer-protection law.
7. Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing it.Once an order has been processed or dispatched, cancellation may no longer be possible.
8. Contact Us
If you have an issue with your order, please contact Melt Café through the contact details provided on our website and include your order number and relevant photographs.