Last updated: April 01, 2026


1. OVERVIEW

This Return and Refund Policy explains the conditions and process for returns, refunds, cancellations, damaged products and statutory consumer rights relating to purchases made directly through www.melokiss.com.

Melokiss is operated by I&P Group International Limited.

We offer eligible customers a voluntary 30-day return period in addition to any mandatory rights that may apply under consumer law.

Please review this policy before placing an order.


2. 30-DAY VOLUNTARY RETURN POLICY

You may request the return of an eligible product within 30 calendar days after delivery.

The 30-day period begins on the date on which the order is recorded as delivered by the shipping carrier.

To qualify under our voluntary 30-day return policy, the product must:

• be unused, unworn and unwashed;
• be in its original condition;
• be free from damage, wear, marks, stains, odours or contamination;
• include all original components, accessories, manuals and included items;
• be returned in its original packaging where reasonably possible; and
• be accompanied by information that allows us to identify the order.

A return request must be submitted within the 30-day period.

After return instructions have been provided, the product must normally be dispatched within 14 calendar days unless customer support confirms a different period in writing.

The conditions of this voluntary return policy do not restrict any mandatory cancellation, withdrawal, guarantee or consumer rights that may apply to your purchase.


3. HOW TO REQUEST A RETURN

To request a return, contact:

support@melokiss.com

Please provide:

• your full name;
• your order number;
• the email address used during checkout;
• the product or products you wish to return; and
• a brief description of your request.

Providing a reason for a voluntary return helps us process the request, but a reason is not required where you are exercising a statutory right to cancel or withdraw from a purchase.

If the product arrived damaged, defective, incomplete or incorrect, please also provide clear photographs or videos showing the issue and the packaging where relevant.

We will review the request and provide the applicable return instructions.

Please do not send a product before receiving return instructions from customer support.


4. ELECTRONIC CANCELLATION AND RETURN REQUESTS

Where available for your order, you may also submit an eligible cancellation or return request through the electronic cancellation or return function available from your customer account or order page.

After an electronic request has been submitted, you will receive confirmation through the contact details associated with the order.

The electronic function is provided in addition to the option of contacting us at support@melokiss.com.


5. RETURN METHOD AND RETURN ADDRESS

Returns are accepted by post or an appropriate tracked courier service.

The correct return address will be provided by customer support after the return request has been reviewed.

The applicable returns facility may depend on the product, order destination and fulfilment location.

The registered office of I&P Group International Limited is not automatically the designated return address.

Do not send a return to the registered business address unless customer support has expressly confirmed in writing that it is the correct return address for your order.

Products sent to an incorrect or unauthorised address may be delayed, rejected or returned to the sender.

Customers should retain the postal receipt and tracking information until the return and refund have been completed.


6. RETURN SHIPPING COSTS

Change-of-mind returns

For voluntary returns where the product is not damaged, defective, incomplete or incorrect, the customer is responsible for arranging and paying the return shipping costs.

We do not currently provide prepaid return labels for change-of-mind returns unless customer support expressly confirms otherwise.

International return shipping costs may vary depending on the customer’s location, parcel dimensions, weight and selected postal or courier service.

Damaged, defective, incomplete or incorrect products

Where we confirm that a product arrived damaged, is defective, is incomplete or is materially different from what was ordered, Melokiss will provide an appropriate solution and cover reasonable return shipping costs where a return is required.

Depending on the circumstances and applicable law, the available solution may include:

• replacement of the product;
• replacement of a missing component;
• repair where appropriate;
• a price reduction;
• a partial refund; or
• a full refund.

Restocking fees

Melokiss does not charge a restocking fee for approved returns.


7. NON-RETURNABLE ITEMS

The following products are not eligible under our voluntary 30-day return policy:

• products that have been used, worn or washed;
• products showing damage, wear, stains, odours or contamination after delivery;
• products with missing parts, accessories or included components;
• products damaged through misuse, improper storage or failure to follow product instructions;
• personalised or custom-made products, if offered;
• gift cards, if offered;
• products clearly identified as final sale before purchase, where permitted by law; and
• sealed products that are unsuitable for return for genuine health-protection or hygiene reasons after the seal has been removed, where this exception is permitted by applicable law and was clearly disclosed before purchase.

Opening ordinary outer packaging does not automatically make a product non-returnable.

These exclusions do not limit statutory rights relating to damaged, defective, unsafe, incorrectly described or non-conforming products.


8. DAMAGED, DEFECTIVE, INCOMPLETE OR INCORRECT PRODUCTS

Please inspect your order after delivery.

If a product arrives damaged, defective, incomplete or different from what you ordered, contact:

support@melokiss.com

Please contact us as soon as reasonably possible and provide:

• your order number;
• a description of the issue;
• photographs or videos of the affected product;
• photographs of the outer and inner packaging where relevant; and
• a photograph of the shipping label where requested.

For visible transit damage, we recommend contacting us within seven calendar days so that we can promptly investigate the shipment with the carrier.

This seven-day recommendation does not reduce or replace any longer statutory rights that may apply.

Please retain the product and packaging until customer support confirms whether they are required for the investigation.

Where the issue is confirmed, we will provide an appropriate solution in accordance with this policy and applicable consumer law.


9. EXCHANGES

We do not generally process direct exchanges.

To obtain a different product, colour or option:

1. request a return for the original eligible product;
2. follow the provided return instructions; and
3. place a separate order for the replacement product.

A new order may be placed before the original refund is completed.

Product availability cannot be guaranteed.


10. REFUND PROCESS

After a returned product has been received, we will inspect it and notify you by email whether the refund has been approved.

For approved voluntary returns, we aim to initiate the refund within 10 business days after completing the inspection.

Refunds are issued to the original payment method used for the order unless applicable law requires or permits another method.

We do not normally issue refunds to a different card, bank account or person.

After a refund has been initiated, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since we confirmed that a refund was initiated, contact:

support@melokiss.com

Please include your order number and refund confirmation.


11. ORIGINAL SHIPPING CHARGES

Melokiss currently provides free standard outbound shipping to all supported destinations available during checkout.

Because no standard outbound shipping fee is charged by Melokiss, there is normally no original standard shipping charge to refund.

Customs duties, import taxes or handling charges paid directly to a carrier, customs authority or another government authority are not payments collected by Melokiss and cannot normally be refunded by Melokiss.

Where Melokiss has directly collected an amount that must be refunded under applicable law, the applicable amount will be included in the refund.


12. EUROPEAN UNION RIGHT OF WITHDRAWAL

If you are a consumer in the European Union and applicable consumer law applies to your purchase, you generally have the right to withdraw from an eligible distance purchase without giving a reason.

You must notify us of your decision within 14 calendar days after the day on which you, or a person designated by you, receives the last product included in the relevant order.

You may exercise this right by:

• using the electronic cancellation or return function available through your customer account or order page; or
• sending a clear withdrawal statement to support@melokiss.com.

Please include your name, order number and a clear statement that you wish to withdraw from the purchase.

After notifying us, you must return the eligible products within 14 calendar days using the return instructions and return address provided by customer support.

You are responsible for the direct cost of returning the products unless:

• we have expressly agreed to pay the cost;
• the product is damaged, defective, incomplete or incorrect; or
• applicable law requires us to bear the cost.

We will reimburse eligible payments no later than 14 calendar days after receiving your withdrawal notice.

We may withhold reimbursement until:

• we receive the returned products; or
• you provide evidence that the products have been sent back,

whichever occurs first.

The refund will be made using the original payment method unless you expressly agree to another method that does not result in additional fees.

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that it could reasonably be inspected in a physical shop.

You may be responsible for a reduction in value caused by handling beyond what is reasonably necessary for that inspection.

The statutory right of withdrawal may not apply to categories permitted by law, including:

• personalised or custom-made products; and
• sealed products that are unsuitable for return for genuine health-protection or hygiene reasons after the seal has been removed.

Any applicable exception will be disclosed before purchase.


13. UNITED KINGDOM CANCELLATION RIGHTS

If you are a consumer in the United Kingdom and applicable distance-selling law applies, you generally have 14 calendar days after receiving an eligible product to notify us that you wish to cancel the purchase.

You do not need to provide a reason.

After notifying us, you generally have a further 14 calendar days to return the product.

You are normally responsible for the direct return shipping cost where you were informed of this responsibility before purchase.

A product may be inspected in the same way that it could reasonably be inspected in a physical shop.

A reasonable deduction may be made where handling beyond what is necessary to inspect the product has reduced its value.

Refunds required under applicable United Kingdom distance-selling law will be processed within the legally required timeframe.

Mandatory exceptions and consumer rights under United Kingdom law remain unaffected.


14. STATUTORY RIGHTS AND LEGAL GUARANTEES

This Return and Refund Policy does not exclude, restrict or replace any mandatory consumer rights.

If a product is faulty, unsafe, incorrectly described or does not function as represented, you may have rights to:

• repair;
• replacement;
• price reduction;
• partial refund; or
• full refund,

depending on the circumstances and applicable law.

For consumers protected by applicable European Union law, eligible goods are generally covered by a minimum two-year legal guarantee against faults or non-conformity under the applicable legal rules.

National laws may provide additional or longer protection.


15. ORDER CANCELLATIONS BEFORE DISPATCH

To request cancellation before an order is dispatched, use the electronic cancellation function available through your customer account or order page where available, or contact:

support@melokiss.com

Please submit the request as soon as possible and include your order number.

We will make reasonable efforts to cancel the order.

Cancellation cannot be guaranteed after the order has entered fulfilment, packing or dispatch.

If an order can no longer be cancelled, you may request a return after delivery in accordance with this policy and any applicable statutory rights.


16. CHARGEBACKS AND PAYMENT DISPUTES

If you believe that a refund is missing or there is a problem with an order, please contact customer support so that we can review and attempt to resolve the issue.

We will review the available order, payment, delivery and return information.

Nothing in this section prevents you from exercising any right available through your bank, card issuer, payment provider or applicable law.


17. CHANGES TO THIS POLICY

We may update this Return and Refund Policy to reflect changes to:

• our products;
• return procedures;
• fulfilment arrangements;
• customer-service processes;
• payment-provider requirements; or
• applicable legal requirements.

The version available when an order is placed will apply to that order, subject to any mandatory consumer rights.


18. CONTACT INFORMATION

Melokiss is operated by:

I&P Group International Limited

Registered office:

Room 03, 24/F
Ho King Commercial Centre
2–16 Fa Yuen Street
Mong Kok
Hong Kong

Company Registration Number:

79816652

Customer Support Email:

support@melokiss.com

Customer Support Telephone:

+1 929 583 3807

Customer Service Hours:

Monday to Friday
9:00 AM to 5:00 PM
Hong Kong Time (UTC+8)

We usually respond to email enquiries within 1–2 business days.