1. Scope & Jurisdiction

This policy applies exclusively to orders through Mela Global and delivered within Hongkong SAR.
This policy is governed by and continued in accordance with the laws of Hongkong. Nothing in this policy affects your statutory rights as a consumer under the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance (Cap. 362) regarding goods that are not of satisfactory quality, do not fit their description, or are unfit for their intended purpose.

2. 7- Day Return Window

• We offer a strict 7-calendar-day return window starting from the date of delivery.
• To be eligible for a return, you must notify us via email within this timeframe. Late requests will not be processed under any circumstances unless covered by specific warranty terms.

3. Eligible Return Reasons

• Damaged Product: Product received in a damaged condition (including significant packaging damage affecting the item).
• Expired Product: Product received past its expiry date.
• Incorrect Item: The product received does not match your order confirmation.
• Manufacturing Defect: Functional or material defects present upon arrival.

4. Mandatory Proof Requirements

To process your return efficiently and prevent fraudulent claims, customers must provide the following evidence when submitting a request:

• Order Number & Copy of the Invoice.
• Clear Images of the Product: Showing the entire item.
• Images of Outer Packaging: Showing the shipping label clearly.
• Specific Close-ups: Clearly showing the damage, expiry date, or defect.
• Unboxing Video: (Strongly Recommended) A continuous video recording of opening the package is the best proof for claims regarding missing items or physical damage.

5. Condition of Return Products

For a return to be accepted, the item must be:

• Unused and Unworn.
• In its original packaging with all seals intact (unless the item was defective).
• Accompanied by all original tags, labels, accessories, and manuals.
• Free from Intentional damage, alterations or signs of misuse.

6. Non- Returnable Items

The following items are not eligible for return or refund.

• Used, washed, or altered products: Any item showing signs of use, cleaning or modification is not eligible for return.
• Items damaged due to customer negligence or improper handling: Damage caused by misuse, improper storage (e.g., exposure to heat for perishables), or accidents during customer possession.
• Requests made after 7 days from delivery: All refund/return requests must be submitted within 7 days of delivery date.
• Products returned without a valid invoice or proof of purchase: Returns require the original invoice or order confirmations.
• Perishable Products (eg., paneer, diary, fresh produce, meat, seafood): These items degrade quickly and cannot be restocked or resold once delivered.

7. Return Process

• Initiate RequestEmail us at info@mela.global with your order id and reason for return and the mandatory proofs listed in section 4.
• ReviewOur team will review your request within 2-3 business days.
• ApprovalIf approved, we will provide you with a Return authorization and shipping instructions.
• ShipmentPack the item securely and ship to the address provided.
• VerificationOnce received, we will inspect the item to ensure it meets our return conditions.

Note: Unauthorized returns sent without prior approval will not be accepted.

8. Refund Policy

Refunds are initiated only after the returned product has passed our physical inspection.

• Method: Refunds will be processed to the original payment method only.
• Timeline: Please allow 5-10 business days for the amount to reflect in your bank account or credit card statement, depending on your issuing bank.
• Shipping Fees: Original shipping fees are non-refundable unless the return is due to a defect or an error on our part (e.g., wrong item sent).

9. Replacement Policy

If you received a defective or incorrect item, you may opt for a free replacement instead of a refund.

• Replacements are subject to stock availability.
• If the exact item is out of stock, we will issue a full refund instead.
• We will cover the shipping costs for sending the replacement item to you.

10. Contact Information

If you have any questions regarding this policy, please contact our support team:

We aim to respond to all inquiries within 24 hours during business days.