Return Policy

Every effort is made to ensure complete satisfaction with every purchase. If the ordered product does not meet expectations, the return, exchange and refund options described below are available:

1. Return Policy

Consumers have the right to return most products within 14 days of receiving the order, in accordance with EU consumer protection regulations. To qualify for a return, the following conditions must be met:

The product must be unused, undamaged and in its original packaging. In the case of sealed products where opening prevents resale due to the loss of their original properties or intact condition, a return is only possible if the original seal or protective film has not been opened or damaged.
The return request (statement of withdrawal from the contract) must be submitted within 14 days of delivery.
The Buyer bears the cost of return shipping unless the product is defective or does not correspond to the order.
Products made to special order (e.g. personalised, custom-printed ribbons made according to individual specifications) are not eligible for return unless they are defective or do not correspond to the approved design due to the Seller’s fault.

2. Exchange Policy

To exchange a product for a different size, colour or another product, the exchange can be requested within 14 days of receiving the order. The following conditions must be met for an exchange:

The product must be unused, undamaged and in its original packaging. In the case of products in factory packaging (protective film), where opening the packaging prevents resale, an exchange is only possible if the original seal or protective film has not been opened or damaged.
The Buyer bears the cost of return shipping in the case of an exchange. Once the returned product has been received and verified, the exchange will be processed and the new product will be dispatched.
Products made to special order (e.g. personalised, custom-printed ribbons made according to individual specifications) are not eligible for exchange unless they are defective or do not correspond to the approved design due to the Seller’s fault.

3. Refund Policy

If the Customer is not fully satisfied with the purchase and the return conditions are met, they may request a refund. The refund will be issued within 14 calendar days from the date the withdrawal request is submitted, using the same payment method. The Store may withhold the refund until the returned goods have been received.

If the Customer receives a defective product or a product that does not correspond to the order, the Customer is entitled to a full refund, including return shipping costs. In the case of returns of products that are not defective, the Customer bears the full cost of return shipping.

A refund is not available if the product has been used, damaged by the Customer, or if its original factory packaging (protective film) has been opened or damaged in a way that prevents the product from being resold.

4. How to Return or Exchange a Product

To initiate a return, exchange or refund, please follow the steps below:

Contact us: Send an e-mail to reception@melissa-24.eu, call the general helpline at +48 668 478 278, or contact the returns and complaints department directly at +48 889 253 989. Please provide your order number and details of the product you wish to return or exchange.
Return instructions: Once we receive your request, you will be provided with instructions for returning the product. Returned goods should be sent directly to: ul. Narutowicza 11a, 70-240 Szczecin, Poland. We recommend packing the product appropriately to prevent damage during shipping.
Return shipping costs: The Customer bears the full cost of return shipping unless the product is defective or does not correspond to the order, in which case the Seller covers the return shipping costs.
Processing the return: Once the returned product has been received, it will be inspected and the Customer will be informed of the return status. After verification, the refund will be issued or the replacement product will be dispatched.

5. Exceptions

Certain products are not eligible for return or exchange, including:

Products made to special order (e.g. custom-printed ribbons or personalised items), unless they were made incorrectly due to the Seller’s fault.
Products whose original factory packaging (protective film) has been opened or damaged in a way that prevents resale, as well as products that have been used or damaged after delivery.

If you are unsure whether a product is eligible for return, please contact us before making a purchase.

6. Complaints and Dispute Resolution

To submit a complaint regarding products or services, the Customer may contact us by e-mail at reception@melissa-24.eu, by telephone via the general helpline at +48 668 478 278, directly through the returns and complaints department at +48 889 253 989, or by sending a written complaint to the registered address:

MELISSA VIKTORIIA RANCHAKOVSKA, ul. Narutowicza 11a, 70-240 Szczecin, Poland.

Complaints should include the Customer’s full name, order number (if applicable), a detailed description of the issue and, where available, any supporting documents.

Receipt of the complaint shipment will be confirmed within 2 business days from the date of its delivery. A final response to the complaint will be provided within 14 days.

If the Customer is not satisfied with the way the complaint has been handled, they have the right to refer the matter to the appropriate consumer protection authority or seek legal remedies in accordance with applicable law.

7. Contact Us

If you have any questions regarding the return, exchange or refund policy, or need assistance with returning a product, please contact us:

MELISSA VIKTORIIA RANCHAKOVSKA
Registered address: ul. Narutowicza 11a, 70-240 Szczecin, Poland
Warehouse address: ul. Mieszka I 80, 71-011 Szczecin, Poland
General helpline: +48 668 478 278
Returns and complaints department: +48 889 253 989
E-mail: reception@melissa-24.eu