Start with customer service

Send the order number, purchaser name, item, quantity, reason and relevant photographs to service@melverna.com, or contact +8615611281016. Requests should be made within the period stated on the product page, checkout or applicable law. If no different period is displayed, contact us promptly after delivery.

Wait for written instructions

If the request is eligible, we will provide the required steps, return identifier if applicable and approved destination. Do not mail a product until those instructions are received. Unauthorized parcels may be refused, delayed, lost or returned to sender.

Unused and complete merchandise

For a discretionary change-of-mind return, products should generally be unused, unwashed, unaltered and in resaleable condition with original packaging, manuals, accessories, protective covers, inserts and included components. Evidence of use, contamination, damage, missing parts or improper repacking can reduce or eliminate eligibility where permitted.

Garment care, blades and sewing tools

Used steamers, depillers, lint tools, scissors, rotary cutters, replacement blades, needles, opened repair kits and products that contact clothing or textiles may present safety, hygiene, wear or completeness concerns. These products may be ineligible for discretionary return after use or opening unless defective or otherwise protected by applicable law.

Thread, measuring tools, sewing boxes and multi-piece collections must be returned with all pieces originally supplied.

Common exclusions

Unless required by law, exclusions may include gift cards, personalized goods, final-sale items clearly marked before purchase, consumable or cut-to-length materials, items damaged by misuse, and merchandise missing essential components. Statutory rights for defective or misdescribed goods are not excluded.

Incorrect, damaged or defective products

Contact us promptly and retain the item, parcel and packaging. Provide photographs of the shipping label, exterior, internal packing and affected area. Do not operate an electrical or heated product that appears unsafe. We may offer troubleshooting, replacement, return or refund depending on the evidence, inventory and applicable law.

Who pays for return transport

Responsibility depends on the reason, applicable law and written authorization. For eligible change-of-mind returns, the customer may be responsible for return shipping and original delivery charges may be non-refundable. For verified seller error or defect, we will provide the remedy required by law and our instructions.

Use trackable service when instructed and keep the receipt. We are not responsible for a parcel sent without authorization or to the wrong address.

Review after receipt

Receipt of a parcel does not itself guarantee approval. We may verify identity, product, serial or batch information, completeness, condition and consistency with the request. Customers will be informed if additional information is required or if a deduction or refusal is proposed where lawful.

Original payment channel

After approval, refunds are ordinarily submitted to the original PayPal account, payment card or underlying wallet method. We cannot normally send funds to a different account. Banks and providers control posting time, conversion effects and processing of expired or replaced cards.

Replacement availability

Direct exchange availability depends on inventory and logistics. In some cases, the clearest process is to refund an approved return and allow a new order. Do not place a replacement order unless you choose to do so or customer service instructs you.

Before dispatch

Contact us immediately to request cancellation. We cannot guarantee cancellation after payment verification, picking, packing or dispatch. If shipment cannot be stopped, the return procedure may apply after delivery.

Mandatory protections remain

This policy does not remove consumer rights that cannot legally be waived. Where mandatory law provides a different remedy, deadline or cost allocation, that law controls.

Purchase records and packaging

We may require the order confirmation, purchaser details, delivery information, photographs and any serial, batch or identifying label needed to match the product to our records. Keep original packaging until you have inspected all pieces, especially for multi-item sewing and garment-care kits.

Packaging that is opened only as reasonably necessary to inspect an item will be considered in context. However, missing protective parts, manuals, accessories or kit components may affect whether an item can be resold and may lead to a lawful deduction.

Loss of value and partial refunds

Where permitted by law, an approved refund may be reduced to reflect handling beyond what is reasonably necessary to inspect the product, missing pieces, contamination, misuse, damage or diminished value. We will explain a proposed deduction using the available evidence.

No deduction will be used to remove a mandatory remedy for a verified defect, incorrect item or material misdescription. Shipping or promotional adjustments are handled according to the reason for return and applicable law.

Refused deliveries and unauthorized returns

Refusing a parcel or sending it to the address printed on packaging does not automatically create an approved return. Returned-to-sender parcels are reviewed after receipt, and carrier or handling costs may apply when the delivery failure was caused by an inaccurate address, refusal or unpaid import charge.

Repeated returns, inconsistent claims, altered evidence or misuse of payment disputes may be reviewed for fraud prevention. This does not affect a genuine customer’s non-waivable rights.