Returns & Refunds

This Returns & Refunds Policy explains how we handle refunds, replacements, and the Meli Guarantee for items purchased from the Meli online shop.

Website: Meli

1. The Meli Guarantee

We know a piece has to feel right in your home. If something isn't working for you — the scale, the tone, the fit in your space — we would rather find a fair solution together than leave you stuck with it.

The Meli Guarantee is our goodwill programme for change-of-mind situations. It is not an automatic or flat return policy. Every case is handled personally, and the outcome depends on your order, the product, and what is practical for both of us.

How it works

1. Contact us within 14 days of delivery at hello@meli.ae or on WhatsApp with your order number and a short note about what isn't working.
2. We will talk it through with you and propose the fairest option we can offer.
3. Do not send anything back without our approval — we will confirm next steps before you ship a parcel.

Solutions we may offer (at our discretion, depending on the item):

• Partial refund, you keep the item — often around 50% of the order value, so you are not left out of pocket and we avoid costly return shipping.
• Store credit — typically higher than a partial refund, valid on a future Meli order.
• Return to us in the UAE — for items we can inspect and resell, we may arrange a return to our local address and issue a full refund once the item is received in resalable condition.
• Exceptional cases — for a first order or a genuine mismatch, we may offer a more generous outcome, including a full refund while you keep the item.

We choose the option that is fair to you and sustainable for a small curated shop. You are not entitled to a specific remedy — but you are entitled to a real conversation.

Meli Guarantee exclusions

The guarantee generally does not apply to:

• items marked final sale or clearance at checkout,
• custom-made, personalised, or made-to-order pieces,
• opened hygiene products,
• bulky or fragile stone pieces where return shipping is impractical (we will still try to help with credit or partial refund),
• repeat goodwill requests from the same customer within 12 months.

Items must be unused and in original condition with packaging where a physical return or resale is involved.

2. Order cancellation

You may cancel an order for a full refund only before it has been processed for dispatch. Once an order enters processing, it cannot be cancelled.

Custom-made, personalised, made-to-order, or final-sale items cannot be cancelled after payment.

To request cancellation, contact us immediately at hello@meli.ae with your order number.

3. Defective, incorrect, or missing items

Separate from the Meli Guarantee, we will offer a refund, replacement, or reshipment (as appropriate) when:

• Damaged items — badly damaged on arrival (full refund or replacement); partially damaged items may receive a partial refund or replacement depending on the issue.
• Incorrect items — wrong product, wrong colour, or wrong size that materially affects the product.
• Missing items or parts — items or essential parts missing from your order; minor missing parts may be reshipped separately.
• Orders not received — only where tracking does not show delivery and you can provide documentation from the local courier or post office confirming non-delivery (see Section 7).
• Significantly delayed orders — where tracking shows no progress for an extended period after dispatch; see our Shipping policy.

Fragile items (including stone and glass) are packed for transit. For fragile products that arrive damaged, a refund or replacement is typically offered rather than a physical return.

4. Claim window

Report damaged, incorrect, or missing items within 30 days of the delivery date shown in your tracking confirmation. Claims received after this window may not be accepted.

For change-of-mind situations, reach out under the Meli Guarantee within 14 days of delivery.

5. How to start a claim

1. Email hello@meli.ae or message us on WhatsApp with your order number, a description of the issue, and photos or video where relevant.
2. We will review your case and confirm the next steps.
3. If a physical return is required, we will send return instructions — including the return address and any reference number.
4. Approved refunds are returned to your original payment method. Bank processing may take an additional 5–10 business days.

6. Orders marked as delivered

If tracking shows your order as delivered, we cannot offer a refund or reshipment unless you provide a non-delivery certificate issued by the local courier or post office with an official seal.

If tracking shows a delivery alert (incorrect address, unknown recipient, refused, not collected in time, no safe delivery location, uncleared customs, or similar), the courier may attempt delivery 1–3 times. Uncollected parcels may be held at a local post office for 3–7 days for collection. If you do not collect the parcel during this period, it may be returned to the sender and we cannot guarantee a refund.

7. Physical returns

Where we agree a physical return makes sense — including under the Meli Guarantee to our UAE address — please:

• return within the agreed timeframe (typically within 14 or 30 days of delivery, as applicable),
• pack items securely in original packaging where possible,
• use a trackable courier service and keep your receipt.

Return shipping is paid by the customer unless the return is due to our error or a defective product. Items returned to us may be restocked, resold, or otherwise handled at our discretion.

For defective items where international return is impractical, we resolve with a refund or replacement without requiring a return where possible.

8. What is not covered

The following are generally not eligible for an automatic refund or replacement (the Meli Guarantee may still apply at our discretion for change-of-mind cases):

• incorrect or incomplete delivery address provided at checkout,
• refusal to accept delivery or failure to collect a held parcel,
• natural variation in stone colour, veining, or texture where the item matches its description,
• minor cosmetic issues such as slight wrinkles, small scratches, or thread imperfections that do not affect function,
• damage to outer packaging only (where the product inside is undamaged).

If you are unsure whether your situation qualifies, contact us before sending anything back.

9. UAE consumer rights

Nothing in this policy limits your statutory rights under applicable UAE consumer protection law, including rights relating to defective goods.

10. Changes to this policy

We may update this Returns & Refunds Policy from time to time. The version posted on this page applies to claims initiated after the effective date shown above.

For delivery timelines and shipping fees, see our Shipping policy.

11. Contact

Athanasiou Family Lifestyle FZCO
Website: Meli
Email: hello@meli.ae