RETURNS & EXCHANGES
Returns Policy // Cancellation of Order
All goods purchased from MelMarie online may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before sending the parcel back to us, please ensure that you request a returns form via email or you can download from our website. Click here to download.
Please note // Important Information
You must take care of our goods whilst they are in your possession and at any item, returns must be returned in its original shipped condition and original undamaged net and packaging.
That you or your carrier are responsible for any returned goods until they reach our warehouse. Cost and Risk of return will be at your expense and we strongly recommend that you get Proof of Postage or use Royal Mails "Recorded Signed" service. You may like to opt for Royal Mails "Special Delivery" service if a valuable item.
For exchanged items, you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.
We try to make refunds within one week of receipt back to us though promise to make all refunds within 14 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.
Please return the goods to the address on the top of your receipt/invoice and fill in the returns form available from our website.
Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.
We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original parcel is returned to MelMarie. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.
Sometimes and especially if goods are purchased in advance for a present or delivered whilst on holiday, aforementioned 14 day response timescales can be missed.
Therefore, without prejudice and as a gesture of goodwill, we are happy to consider the following remedy on a case by case basis:
Should an item not be required and is returned and received by us between 14 working days and 30 calendar days, we will be happy to accept the item(s) back with refund of goods to the value of 70% of the purchase price (excluding shipping) or refund of 100% if taken as a gift certificate or coupon redeemable in the future at MelMarie. Should an item be returned and received after 30 calendar days, we will have no obligation to refund. If you wish the item resent to you, we will ask for a nominal fee to cover additional shipping costs. 14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.
Returns Policy // Faulty Goods
If hair extensions appear faulty due to quality issues, the fault must be reported to us via email within a maximum of 30 days of the receipt date; this is due to human hair being a consumable item during wear.
All returns must have a fully completed Hair Report Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed.
We do not recommend the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour.
MelMarie will not be held responsible for any extensions that have been exposed to heat damage by the customer. Synthetic products can only be heated in moderation up to 160°, synthetic hair extensions cannot be coloured or washed.
The goods are the responsibility of the customer until they reach MelMarie warehouse. Please ensure all items are packaged properly to avoid transit damages. Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you at a cost, otherwise they will be destroyed within 91 calendar days from
their receipt back to us.
We are sorry but due to false promises in the past, we are unable to replace a faulty item until the original is returned to MelMarie.