CUSTOMER SUPPORT

Returns & Refunds

Understand how return, replacement, cancellation and refund requests are reviewed.

We want customers to understand their options when something goes wrong with an order. This policy explains how return, replacement, cancellation, and refund requests are reviewed at WholeMelt.it.

Nothing in this policy is intended to remove any mandatory consumer rights that apply to you under applicable law.

Return Eligibility

A product may be considered for return where:

An incorrect item was supplied
A product arrived damaged
A product has a confirmed defect
The order qualifies for cancellation or return under applicable consumer law
We have otherwise approved the return

Products should remain in their original condition and packaging whenever reasonably possible.

Opened or Used Products

For reasons of product integrity, hygiene, safety, and tamper protection, some sealed products may not be eligible for return after the seal has been broken or the product has been used, except where the product is defective or applicable law requires otherwise.

Please contact us before returning anything.

Incorrect Items

If you receive an item different from the product shown on your order confirmation, contact us with:

Your order number
The product received
The product you expected to receive
Clear photographs where appropriate

Do not dispose of the product or packaging until the issue has been reviewed.

Damaged Products

If an order arrives visibly damaged, photograph the outer shipping package and affected product as soon as reasonably possible.

Keep all original packaging while your claim is being reviewed.

Damage caused after delivery through misuse, improper storage, accidental damage, unauthorized alteration, or normal wear is not treated as shipping damage.

Defective Products

If you believe a product has a manufacturing defect, contact us with a clear description of the issue.

We may request photographs, video, packaging information, lot or batch information, verification details, or other information reasonably required to assess the claim.

Change-of-Mind Returns

Whether a change-of-mind return can be accepted depends on the product, its condition, the destination, and applicable consumer law.

Where statutory cancellation or withdrawal rights apply, those legal rights and their applicable exceptions remain unaffected by this policy.

How to Request a Return

Before sending any product back:

Visit the Contact Us page.
Provide your order number.
Identify the product concerned.
Explain the reason for the request.
Include photographs or supporting information where relevant.
Wait for return instructions before shipping the product.

Sending an unsolicited return does not guarantee that the return will be accepted.

Return Shipping

Responsibility for return shipping costs depends on the reason for the return and applicable law.

Where the return results from our error or an eligible defective product, we will determine the appropriate return arrangement.

For other approved returns, return shipping costs may be the customer’s responsibility unless applicable law provides otherwise.

Refunds

Approved refunds are returned using an appropriate available method based on the original transaction and payment method.

Processing time after approval can vary depending on banks, payment providers, and the original payment method.

A refund being issued by us does not necessarily mean it will appear instantly in your account.

Shipping Charges

Original shipping charges may not always be refundable, particularly where the shipping service was successfully provided.

This does not affect any statutory right to reimbursement that applies under mandatory consumer law.

Canceling an Order

If you need to cancel an order, contact us as soon as possible.

We will try to stop fulfillment where reasonably possible, but cancellation cannot be guaranteed once an order has been processed, packed, transferred to a carrier, or otherwise entered a stage where it cannot reasonably be stopped.

Refund Abuse and Fraud

We reserve the right to investigate suspicious claims, repeated misuse of the returns process, altered products, fraudulent payment disputes, or inconsistent information.

This does not prevent customers from exercising genuine statutory rights.

Consumer Rights

Customers may have additional rights depending on their country or region.

Where local consumer protection legislation provides rights that cannot legally be excluded or limited, those rights take priority over conflicting provisions of this policy.

Need Assistance?

Providing complete information from the beginning helps us review a request more efficiently.