Refund Policy

For any questions or to initiate a return, please contact us at hello@meliaceramics.com.

According to EU legislation, consumers have the right to return products purchased online within 14 days of receiving the order without providing a reason. Below are the details of our return policy:

1.) Right of Withdrawal

You have the right to withdraw from the contract within 14 days from the day you receive the product, without providing a reason. This right allows you to return the product and receive a refund, subject to the conditions below.

2.) How to Exercise the Right of Withdrawal

You can notify the seller of your withdrawal by submitting an unequivocal statement indicating that you are withdrawing from the contract. You can send the withdrawal notice to us via email at hello@meliaceramics.com. It is considered that you have submitted the withdrawal notice in a timely manner if you send it within the withdrawal period.

The burden of proof regarding the exercise of the right of withdrawal lies with the customer. In the event of withdrawal, the customer must send the received product by mail to the sender's address (Larisa Kreis, Razlagova ulica 27, 2000 Maribor).

Returning the received products to the company within the withdrawal period is considered as notification of withdrawal from the contract. The only cost incurred by the customer in connection with withdrawal from the contract is the cost of returning the products (postage).

The product must be returned to the seller no later than 14 days from the sent withdrawal notice (purchase) using registered mail and packaging without cash on delivery. If you withdraw from the purchase within 14 days, we will refund the amount paid for the products.

For returned products, the seller will refund the customer the amount paid as soon as possible, but no later than 14 days from receiving the withdrawal notice. The refund will be made to the customer’s personal or transaction account (unless the customer explicitly requests the use of another payment method and the seller does not incur any costs due to this).

3.) Conditions for Return

Products must be returned in their original packaging and in perfect condition, without signs of use. Products must be packed in the same way they were sent. If the returned product arrives damaged due to poor packaging or improper handling, the return will not be processed. Damaged or used products will not be accepted. Return costs are the responsibility of the customer, except in the case of damaged products (if the product arrives damaged to the customer).

4.) Return Period

The product must be returned to the seller no later than 14 days from the sent withdrawal notice (purchase). If this is not done, we may refuse to process of return. Please provide proof of sending or a tracking number to confirm that the return was sent. We are not responsible for lost or delayed shipments. Refunds will be processed only after we have received and inspected the returned items.

5.) Personalized Products

The customer does not have the right to withdraw from the contract in cases where the subject of the contract is a product made according to the customer’s specific instructions and tailored to their personal needs, and due to its nature is not suitable for return.

6.) Return Procedure

After receiving the returned products, we will inspect them and, if they meet the return conditions, will process the return within 14 working days. Once the return is processed, you will receive a confirmation email.

 

DAMAGED PRODUCTS

Please inspect the product upon receipt of the package. If the product is damaged or you received the wrong item, please contact us as soon as possible at hello@meliaceramics.com (within 8 days of purchase). Include clear photographs of the damage in the email so we can act promptly.

1.) Return Procedure for Damaged Products

Refunds for damaged products will be processed within 14 working days. The refund will include the cost of the product and the original shipping charges. You will receive a confirmation email once the return is processed.

We apologize for any inconvenience and appreciate your cooperation in resolving issues quickly.