This Returns & Refunds Policy explains what Meli can and cannot do after you place an order. We wrote it to be kind and clear — so you know how we will take care of you, and so we never promise something we cannot hold.
Website: Meli
Please write to us if anything about an order worries you. We read every note. We will listen, look at photos with you, and help you understand what happened.
We work with fulfillment partners to source, pack, and ship. Some pieces leave from partner stock already in the UAE. Others leave from international fulfillment partners. The bag already tells you the usual window for the piece. After delivery, we confirm a qualifying issue and follow the remedy that stock can support. We do not offer a separate Meli return programme for change of mind.
For partner stock already in the UAE, we can inspect and arrange a send-back when we ask, because that stock sits here. For pieces that left from international fulfillment partners, we open a case with those partners and pass through the remedy they confirm.
Listening is not the same as a return. We will still take care of you as a customer — with a real reply, a careful look at the issue, and an honest next step.
Taste is personal. A piece can be exactly as described and still not be the one for your room.
We do not offer a return, exchange, store credit, or refund because you do not like a piece — including scale, tone, colour, style, or how it sits in your space. Change of mind is not covered on either kind of partner stock, and we cannot promise what those partners cannot confirm.
Please measure your surface, read the materials and dimensions on the product page, and write to us before you buy if you are unsure. We would rather help you choose than leave you with a piece you cannot send back.
When you contact us in time with your order number and photos or video, we will look at the issue with you. How the remedy is confirmed depends on where that stock sits:
- Partner stock already in the UAE — we can inspect and arrange a send-back when we ask. A qualifying issue is typically a refund, a replacement, a missing part, or a partial refund for partial damage.
- International fulfillment partners — we open a case with those partners. If they confirm a qualifying issue, the remedy they approve is what we can pass through — typically a refund, a replacement, a missing part, or a partial refund for partial damage.
Qualifying issues are generally:
- Badly damaged on arrival — a full refund or replacement, as confirmed.
- Partially damaged on arrival — a partial refund or replacement, as confirmed. Slight wrinkles, small scratches, loose threads, and similar minor cosmetics that do not affect function are not treated as damage.
- Incorrect item — wrong product, or a wrong colour or size that materially affects the product.
- Missing items or essential parts — missing pieces that affect use may be reshipped; minor missing parts may be refunded in part or sent separately.
- Order not received — only where tracking does not show delivery, or you can provide a non-delivery certificate from the local courier or post office with an official seal (see Section 7).
- Significantly delayed orders — typically where tracking shows no meaningful progress for 60 days after dispatch. See the Shipping policy.
We cannot pre-approve a refund or replacement before the qualifying issue is confirmed. Fragile items (including stone and glass) are usually resolved with a refund or replacement rather than a physical return, when a claim is confirmed.
Report damaged, incorrect, or missing items within 10 days of the delivery date shown in your tracking confirmation. Claims received after this window may not be accepted.
Do not wait to write — even a short note with photos helps us open the case while it can still be confirmed.
- Email claims@meli.ae or write through the site with your order number, a short description, and photos or video of the issue (and of the outer packaging, if it is damaged).
- We will reply, look at what you sent, and open the claim that stock can support when the situation may qualify.
- Please wait for our instructions. Do not send anything back unless we ask you to.
- If a refund is approved, it is returned to your original payment method. Banks may take a further 5–10 business days.
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 orders@meli.ae with your order number.
If tracking shows your order as delivered, delivery is treated as complete. 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. If you do not collect the parcel, it may be returned to the sender. We cannot promise a refund in that case.
We do not operate a standard send-it-back programme. Pieces ship from where that stock sits. We do not offer a physical return because someone does not like the piece.
For partner stock already in the UAE, a send-back can be practical when a claim qualifies — we will ask, and we will send the address and reference. For international fulfillment, sending a piece back is slow, expensive, and often lost or damaged in transit, so it is rarely requested.
If we specifically ask for a return to confirm a claim, we will send instructions. Please:
- use only the address and reference we give you,
- pack the item securely,
- use a trackable service and keep the receipt.
Do not ship a piece back on your own. Unsolicited returns cannot be processed and are not a path to a refund.
The following are generally not eligible for a refund, replacement, or return:
- change of mind — including not liking the scale, tone, colour, style, or fit in your room,
- ordering the wrong item or variant,
- 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, pits, or texture where the item matches its description,
- minor cosmetic issues that do not affect function,
- damage to outer packaging only, where the product inside is undamaged,
- delays or damage caused by events outside reasonable control (including severe weather, epidemics, strikes, or customs inspections),
- custom-made, personalised, made-to-order, or final-sale items, except where a partner-confirmed defect applies.
If you are unsure whether something is a defect or simply the nature of the material, contact us. We will help you read the piece.
The Meli OS Family Floorplan Workbook is delivered as a PDF by email after Stripe payment. It is not a shop object and is not shipped.
If we fail to send the file to the email you entered, write to us and we will resend or refund the $10. We do not refund because you already read the free guide on the website, or because you disagree with the notes.
Nothing here limits mandatory UAE consumer rights that apply to digital content.
Nothing in this policy limits your statutory rights under applicable consumer protection law in the country we deliver to, including rights relating to defective goods. UAE orders remain subject to UAE consumer protection law.
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 the Shipping policy. Common questions are collected on the FAQ.
Athanasiou Family Lifestyle FZCO
Website: Meli
Email: hello@meli.ae
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