Every effort is made to ensure full satisfaction with every purchase. If an ordered item does not meet expectations, the return, exchange, and refund options described below are available:
The Consumer has the right to return most products within 14 days of receiving the order, in accordance with EU consumer protection regulations. To qualify for a return, the following conditions must be met:
The product must be unused, undamaged, and in its original packaging. For sealed products whose opening prevents resale due to the loss of their original properties or intact condition, a return is possible only if the factory seal or protective film has not been broken.
The return request (statement of withdrawal from the contract) must be submitted within 14 days of delivery.
The Buyer bears the cost of return shipping, unless the product was defective or did not match the order.
Products made to special order (e.g., personalized, custom-printed ribbons made to individual specification) are not subject to return, unless they were made defectively or not in accordance with the approved design due to the Seller's fault.
To exchange a product for a different size, color, or another product, this procedure can be carried out within 14 days of receiving the order. For an exchange to be possible, the following conditions must be met:
The product must be unused, undamaged, and in its original packaging. For goods in factory packaging (film) whose opening prevents resale, an exchange is possible only if the factory seal or protective film has not been broken.
The cost of return shipping in the case of an exchange is borne by the Buyer. Once the returned product has been received and verified, the exchange will be processed and the new product shipped.
Products made to special order (e.g., personalized, custom-printed ribbons made to individual specification) are not subject to exchange, unless they were made defectively or not in accordance with the approved design due to the Seller's fault.
If a purchase is not fully satisfactory and the return conditions are met, a refund may be requested. The refund will be made within 14 calendar days from the date the withdrawal is reported, using the same payment method. The store may withhold the refund until the goods have been received.
If a defective or incorrect product is received, the Customer is entitled to a full refund, including the cost of return shipping. For returns of products that are not defective, the cost of return shipping is borne entirely by the Customer.
A refund is not due if the product has been used, damaged by the Customer, or if its factory packaging (protective film) has been broken, preventing resale.
To initiate a return, exchange, or refund, please follow these steps:
Contact us: Send an e-mail to reception@melissa-24.eu, call the general helpline at +48 668 478 278, or contact the returns and complaints department directly at +48 889 253 989. Please provide the order number and details about the product to be returned or exchanged.
Return instructions: Once your request has been received, you will be given instructions for returning the product. Returned items should be sent directly to: ul. Narutowicza 11a, 70-240 Szczecin, Poland. It is recommended that the product be properly packaged to prevent damage during shipping.
Return shipping cost: The cost of return shipping is borne entirely by the Customer, unless the product was defective or did not match the order (in which case the cost is covered by the Seller).
Return processing: Once the returned product has been received, it will be inspected, and the Customer will be informed of the status of the return. Upon approval, a refund will be issued or the exchanged product will be shipped.
Certain products are not subject to return or exchange, including:
Products made to special order (e.g., printed ribbons or personalized items), unless they were made defectively due to the Seller's fault.
Products whose factory packaging (protective film) has been broken in a way that prevents resale, as well as products that have been used or damaged after delivery.
If you are unsure whether a product is eligible for return, please contact us before making your purchase decision.
To file a complaint regarding products or services, this can be done by e-mail at reception@melissa-24.eu, by phone via the general helpline at +48 668 478 278, or directly with the returns and complaints department at +48 889 253 989, as well as by sending a written complaint to the registered address: MELISSA VIKTORIIA RANCHAKOVSKA, ul. Narutowicza 11a, 70-240 Szczecin, Poland.
All complaints must include the full name, order number (if applicable), a detailed description of the problem, and any supporting documents. Receipt of the complaint will be confirmed within 2 business days, and a final response will be given within 14 days of the date it was filed.
If the Customer is not satisfied with the way the complaint was handled, they have the right to escalate the matter to the relevant consumer protection authority or seek legal remedies in accordance with applicable law.
If you have questions regarding the returns, exchange, or refund policy, or need assistance with returning a product, please contact us:
MELISSA VIKTORIIA RANCHAKOVSKA Registered address: ul. Narutowicza 11a, 70-240 Szczecin, Poland Warehouse address: ul. Mieszka I 80, 71-011 Szczecin, Poland General helpline: +48 668 478 278 Returns and complaints department: +48 889 253 989 E-mail: reception@melissa-24.eu
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