CUSTOMER CARE PLEDGE
We believe in putting a personal touch into everything that we do and want your shopping experience to be a satisfying one. We are fully committed to doing whatever it takes to ensure that you are happy with every aspect of your order.
We believe in our products and are confident that you will love them as much as we do. However, if for any reason you are not completely satisfied with your purchase, simply return the unused and unopened item to us within 14 days of your initial purchase, and we will be happy to refund the purchase amount via your original payment method or issue you a store credit for the purchase amount. Please note the following minor exceptions to our normally generous returns policy:
Gift Sets are not eligible for Refunds or Exchanges. All sales of our Gift Sets are final.
We are unable to process any credit card refunds that occur more than 14 days from the date of purchase.
To help us expedite your return request, please follow the simple steps listed below.
1) Send us an email at email@example.com to let us know that you plan to return the product.
2) Be sure to include your Order Number and to tell us if you prefer to have your return processed for store credit or as a credit back to the card on which you made the purchase. Please note: we are sorry, but we are not able to exchange one product for another.
3) We will reply to your email to confirm that we have received your request and to answer any questions that you may have. We will also provide the return address via email.
4) Ship the items back to us, including your Order Number & Name with the items you wish to return. We cannot process a credit until the product is shipped back to us. Pack the items carefully to avoid damage in transit.
5) For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss.
We regret that return shipping fees are not refundable. In the case of damaged items, please contact us immediately for assistance. Please see the Damaged Items information bellow.
In the case of Faulty electrical goods, please see the section below.
Your return or exchange request will be processed promptly.
Most refunds are processed within 3-5 business days of receipt.
Most exchanges are processed within 7-10 business days of receipt and are shipped via Royal Mail. Transit time for exchange packages is usually 5-7 business days from the time the exchange is shipped. Business days are from Monday to Friday, excluding Bank Holidays within the United Kingdom. An email will be sent to confirm the receipt and processing of your return or exchange request.
Please note: Only products purchased through our on-lilne store, meltsandtreats.com, may be returned for refund or exchange. If you wish to return an item purchased through a salon or other retailer, you should attempt to return it at the point of purchase. Most of our retailers have generous return polices and should be able to offer you either a full refund or an exchange.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping package to show some wear, however, if damage occurred to the item(s) in your shipment, please notify us immediately at firstname.lastname@example.org. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
Faulty Electrical Goods
Faulty electrical goods should be returned in a reasonable condition, with all component parts and any promotional items received.
If you are within 14 days of receiving your items, you can either opt for a full refund or ask us to replace your items. To do this, you must contact us within 14 days of receiving your order. You can do this by sending an email to email@example.com with the following:
- Your order number.
- What you would like to return.
- Details of the fault
- If you want a refund or a replacement.
After we have confirmed and agreed to take the items back, you have 14 days in which to get them to us. You should include, where possible, a completed returns form available from this page. Otherwise, please include a hand-written note containing your name and order number, so that we can identify you and process your request.
This returns policy does not affect your statutory rights.
For more information, contact us by email at firstname.lastname@example.org