Refund policy
Last updated: July 21, 2026
1. OVERVIEW
At Melokiss, we want customers to understand the return process before placing an order.
This Return and Refund Policy explains:
• when an item may be returned;
• how to request a return;
• who is responsible for return shipping;
• how damaged, defective or incorrect items are handled; and
• when an approved refund will be processed.
This policy applies to purchases made directly through www.melokiss.com.
Melokiss is operated by I&P Group International Limited.
2. 30-DAY VOLUNTARY RETURN POLICY
You may request a return of an eligible item within 30 calendar days of delivery.
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, marks, odours, wear or contamination;
• include all 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 purchase, such as the order number or confirmation email.
The 30-day period begins on the day the order is recorded as delivered by the carrier.
Your request must be submitted within the 30-day period. Once return instructions have been provided, the item must be dispatched within 14 calendar days unless customer support confirms a different period in writing.
Our voluntary return policy is offered in addition to any mandatory rights available under applicable consumer law.
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 item or items you wish to return;
• the reason for the return; and
• photographs where the product is damaged, defective, incomplete or incorrect.
We will review the request and provide the applicable return instructions and return address.
Please contact us before sending a product. The registered business address shown on our website is not automatically the designated returns facility.
Sending a product without following the provided instructions may cause delays or result in the parcel being sent to an incorrect location.
This administrative return process does not restrict any mandatory cancellation, withdrawal or consumer rights available under applicable law.
4. RETURN METHOD AND ADDRESS
Returns are accepted by mail.
The correct return address will be provided by customer support after the return request has been reviewed.
Do not send returns to the registered office of I&P Group International Limited unless customer support has expressly confirmed in writing that it is the correct return location for your order.
Customers should use a trackable postal or courier service and retain the shipping receipt and tracking information until the return and refund have been completed.
5. RETURN SHIPPING COSTS
Change-of-mind returns
For voluntary returns where the product is not damaged, defective 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.
Damaged, defective or incorrect products
Where we confirm that an item 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; or
• a full or partial refund.
Restocking fees
Melokiss does not charge a restocking fee for approved returns.
6. NON-RETURNABLE ITEMS
The following items are not eligible under our voluntary 30-day return policy:
• products that have been used, worn or washed;
• products showing damage, wear, odours, stains or contamination after delivery;
• products with missing parts, accessories or included components;
• products damaged through misuse, improper storage or failure to follow instructions;
• personalized or custom-made products, if offered;
• gift cards, if offered;
• products clearly identified as final sale before purchase, where permitted by law; and
• sealed goods that are unsuitable for return for genuine health protection or hygiene reasons once the seal has been removed, where this exception is permitted by applicable law and was clearly disclosed before purchase.
An item is not automatically excluded merely because its ordinary outer packaging has been opened.
These exclusions do not limit statutory rights relating to damaged, defective, unsafe or incorrectly described products.
7. DAMAGED, DEFECTIVE, INCOMPLETE OR INCORRECT ITEMS
Please inspect your order after delivery.
If an item arrives damaged, defective, incomplete or different from what you ordered, contact support@melokiss.com as soon as reasonably possible.
For visible transit damage, we recommend contacting us within seven days of delivery so that we can promptly investigate the matter with the delivery provider. This recommendation does not reduce or replace any longer statutory rights you may have.
Please provide:
• your order number;
• a description of the issue;
• photographs of the product;
• photographs of the packaging where relevant; and
• a photograph of the shipping label where requested.
Do not dispose of the product or packaging until customer support has confirmed whether they are required for the investigation.
If the issue is confirmed, we will provide an appropriate solution in accordance with this policy and applicable consumer law.
8. EXCHANGES
We do not generally process direct product exchanges.
To obtain a different product, colour or option:
1. request a return for the original eligible item;
2. wait for return instructions; and
3. place a separate order for the replacement item.
Placing a new order does not depend on completion of the original refund, but product availability cannot be guaranteed.
9. REFUND PROCESS
After the returned item 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. We do not normally issue refunds to a different card, bank account or person.
After we initiate the refund, your bank, card issuer or payment provider may require additional time to display the funds in your account.
If more than 15 business days have passed since we confirmed that the refund was initiated, contact:
support@melokiss.com
Please include your order number and refund confirmation.
10. ORIGINAL SHIPPING CHARGES
For voluntary change-of-mind returns under our 30-day return policy, original outbound shipping charges are not refundable unless applicable law requires otherwise.
If an entire order is validly withdrawn under a mandatory EU or UK distance-selling right, we will refund the cost of the least expensive standard delivery method offered for that order.
If you selected an express, priority or other premium delivery method, the additional amount above the standard delivery cost will not normally be refunded.
If only part of an order is returned, original delivery charges will be refunded only where required by applicable law.
11. 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 goods.
To exercise this right, send a clear 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 goods within 14 calendar days using the instructions and return address provided by customer support.
You are responsible for the direct cost of returning the goods unless:
• we have expressly agreed to pay the cost;
• the item is damaged, defective or incorrect; or
• applicable law requires us to bear the cost.
We will reimburse eligible payments, including the cost of the least expensive standard delivery option offered, no later than 14 days after receiving your withdrawal notice.
We may withhold reimbursement until:
• we receive the returned goods; or
• you provide evidence that the goods 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 the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you could inspect it 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 certain categories permitted by law, including:
• personalized or custom-made products; and
• sealed goods 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.
12. UNITED KINGDOM CANCELLATION RIGHTS
If you are a consumer in the United Kingdom and applicable distance-selling law applies, you generally have 14 days after receiving an eligible item to notify us that you wish to cancel the purchase.
After notifying us, you generally have a further 14 days to return the item.
The product may be inspected in the same way it could reasonably be inspected in a physical shop. A deduction may be made where handling beyond what is reasonably necessary has reduced the value of the product.
Where required by applicable law, we will also refund the cost of the least expensive standard delivery option offered for the order.
Mandatory exceptions and consumer rights under United Kingdom law remain unaffected.
13. 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 or refund under the law applicable to your purchase.
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 existing under the applicable legal rules.
National laws may provide additional or longer protection.
14. ORDER CANCELLATIONS BEFORE DISPATCH
To request cancellation before an order is dispatched, contact:
support@melokiss.com
Please contact us as soon as possible and include your order number.
We will make reasonable efforts to cancel the order, but 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.
15. CHARGEBACKS AND PAYMENT DISPUTES
If you believe a refund is missing or there is a problem with an order, please contact customer support before opening a payment dispute.
We will review the order, delivery records, return information and payment status and attempt to resolve the issue promptly.
Nothing in this section prevents you from exercising any right available through your bank, card issuer, payment provider or applicable law.
16. 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.