Refund policy

1.1 To be eligible for a return your item must be unused, unopened and in the same condition that you received it and returned by recorded delivery to us within 14 days of confirmed delivery of your item. Your item must be returned in its original packaging and original condition to be eligible for a full refund. Please note the customer is responsible for all shipping and returns costs. Please note we cannot offer exchanges at the current time. 

1.2 For returns, please request a return authorisation request from our returns department within 14 days of receiving your order by emailing us at hello@mellysophia.com. 

1.3 Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved we will initiate a refund to you immediately. Please allow up to 7-10 working days for your funds to reach your account as this is processed by your Bank and/or payment provider. 

1.4 All returned items are the customer's responsibility and must be packaged properly and securely to avoid any damages. If an item is returned to us damaged, worn or in an unsuitable condition, we will not be able to provide a refund and we will send the item(s) back to you. We also reserve the right to ask the customer to cover the re-delivery costs. 

1.5 Shipping costs and return costs are non-refundable. 

1.6. For International Returns Melly Sophia Cosmetics are not liable to pay returns, custom duties and taxes. These fees are the responsibility of the customer and are to be paid by the customer. If we are sent a request to pay customs and duties fees we reserve the right to deduct this amount from the overall refund. 

2. Faulty Items

2.1 All products are quality checked thoroughly when packaged for any faults before shipping. Any order claimed at being faulty will be examined very carefully in line with our Terms & Conditions. 

2.2 If you consider your item to be faulty, please email us at hello@mellysophia.com within 14 days of your purchase. We are not obliged to repair, replace or refund the item after this period has passed. 

2.3 If your item is found to be faulty upon inspection, we can refund, or replace your item. 

2.4 We reserve the right to refuse refunds or exchanges on faulty items that have been used and are not in their original condition. Please note that normal 'wear and tear' of a product is not deemed to be faulty under any circumstances.