Return, Replacement & Refund Policy

You may contact us if:

• The product was damaged or leaked during transit.
• The product received is defective.
• The product seal was broken or tampered with when delivered.
• You received an expired product.
• You received a product different from the one ordered.
• An item from your order is missing.
• The product received is materially different from its description on our website.
• Your order was not delivered within the communicated delivery period, except where the delay resulted from circumstances beyond our reasonable control and you agreed to accept the delayed delivery.

Please notify us within 48 hours of delivery so that we can investigate the issue promptly.

Email us at info@melissaalchemy.com with the following information:

• Your full name.
• Order number.
• Registered phone number or email address.
• Name of the affected product.
• A clear explanation of the issue.
• Clear photographs of the product, outer packaging, shipping label, batch number and expiry date.
• A photograph or video showing the leakage, damage, broken seal, incorrect product or other reported issue.

An unboxing video is helpful in resolving transit-related claims but is not mandatory where the issue can be reasonably verified through other evidence.

Please retain the product and all original packaging until our team has completed its review.

Our customer-care team will review your request and may contact you for additional information.

Where necessary, we may arrange for the product to be collected and inspected. Please do not return or courier any product without receiving return instructions from Melissa Alchemy.

Once the request has been reviewed, we may offer:

• A replacement of the affected product.
• A refund for the affected product.
• A refund for the missing item.
• Another appropriate resolution agreed with you.

Approval is subject to verification of the request and the condition of the product received.

Except where a product is damaged, defective, expired, contaminated, incorrectly supplied or otherwise required to be accepted under applicable law, we cannot accept returns or issue refunds for:

• Products that have been opened, used or tested.
• Products returned because of a change of mind.
• Products ordered incorrectly by the customer.
• Products whose original packaging, labels or seals have been removed or altered after delivery.
• Products damaged because of improper storage, handling or use after delivery.
• Products purchased from an unauthorised seller.
• Free samples, complimentary gifts or promotional products.
• Minor differences in packaging, colour representation or appearance that do not affect the identity, safety or usability of the product.
• Individual skin preferences or sensitivities where the product itself is not defective.

Skincare results and suitability may vary between individuals. Customers should review the ingredient list and usage instructions provided with the product before use. If discomfort or irritation occurs, discontinue use and seek appropriate professional advice where required.

Where a replacement is approved, it will normally be dispatched without an additional product or shipping charge.

Replacements are subject to stock availability. If the same product is unavailable, we may offer:

• A refund for the affected product.
• An alternative product, subject to your agreement.

A replacement product will ordinarily be delivered to the address used for the original order. Address changes after approval may not be possible.

Once a refund is approved, it will be initiated within 7 business days.

For prepaid orders, the refund will be sent to the original payment method used for the transaction.

After a refund has been initiated, the time taken for the amount to appear in your account will depend on your bank, card issuer, UPI provider or payment gateway. Melissa Alchemy does not control these external processing timelines.

Where the return, replacement or refund is due to an error by Melissa Alchemy or because the product was damaged, defective, expired, incomplete or incorrectly delivered, the customer will not be charged for approved return shipping.

Original shipping charges will be refunded where the entire order is eligible for a refund because of an error attributable to Melissa Alchemy.

Shipping charges will not otherwise be refundable.

For orders purchased using a discount, offer or coupon, the refund will be calculated on the actual amount paid for the affected product after applying the relevant discount.

For bundles or combination offers:

• If only one product is damaged, defective or incorrect, the resolution will ordinarily apply only to that product.
• If the entire bundle must be returned, all products, gifts and promotional items included in the bundle must be returned in their original condition, except where this is not reasonably possible because of the reported defect.
• The value of any unreturned promotional gift may be deducted from the refund where legally permissible.

Orders cannot be cancelled once they have been placed.

Please carefully review your products, quantities, delivery address and contact information before completing payment.

In exceptional circumstances, Melissa Alchemy may cancel an order because of:

• Product unavailability.
• Pricing or listing errors.
• Payment verification issues.
• Suspected fraudulent activity.
• An incomplete or undeliverable address.
• Operational or regulatory restrictions.

If Melissa Alchemy cancels a prepaid order, the amount paid will be refunded to the original payment method.

Customers are responsible for providing a complete and accurate delivery address and an accessible phone number.

If an order is returned to us because:

• The address provided was incomplete or incorrect.
• Delivery was refused.
• The customer was repeatedly unavailable.
• The customer could not be contacted.
• Delivery could not be completed for reasons attributable to the customer.

The original shipping charges may be deducted from any approved refund. Additional shipping charges may apply if the customer requests redispatch.

This provision will not apply where the failure to deliver was attributable to Melissa Alchemy or its delivery partner.

If an amount is debited more than once for the same order, or payment is debited without successful order confirmation, please contact us with:

• The transaction ID.
• Payment date and amount.
• Registered email address or phone number.
• A screenshot or statement showing the debit.

After verification with our payment provider, any amount found to have been received in excess will be refunded to the original payment method.

Customer Care

Email: info@melissaalchemy.com
Phone: +91 97975 37052

Grievance Officer

Melissa Team
Business address: Glomor Alchemy, c/o Gautam engineering JCB, Sarore, Bari Brahmana, Jammu and Kashmir, 181133
Email: info@melissaalchemy.com

Please include your order number in all correspondence. We aim to acknowledge customer complaints within 48 business hours and resolve them as promptly as reasonably possible.

Nothing in this policy is intended to exclude, restrict or override any rights or remedies available to a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

Where any provision of this policy conflicts with applicable law, the applicable legal requirement will prevail.

Melissa Alchemy reserves the right to update this policy from time to time. The version displayed on the website on the date of purchase will ordinarily apply to the relevant order, subject to applicable law.