Return Policy

Return Policy | Meliivia

I. Return and Exchange Eligibility

Meliivia is committed to providing every customer with quality home products and a reassuring shopping experience. We understand that sometimes you may need to return or exchange a purchased item. We accept return or exchange requests under the following conditions:

1. Product Condition Requirements
   Items requested for return or exchange must remain in their original purchased condition—unused, unaltered, unstained, and with all original packaging, labels, accessories, and instruction manuals intact. Any items that have been installed, used, or are missing packaging components will not be accepted for return or exchange.

2. Application Timeframe
   You must submit your return or exchange request within 14 calendar days of receiving the item (based on the carrier's delivery confirmation date). Requests submitted after this timeframe cannot be processed. We appreciate your understanding.

3. Returns for Non-quality Reasons
   If you are returning an item due to personal preference, incorrect size estimation, or unmet expectations, the return shipping costs will be your responsibility. We also recommend using a trackable shipping service and retaining your proof of postage for future reference.

4. Quality Issues or Shipping Damage
   If an item has a manufacturing defect or is damaged during transit, please contact our customer service team via our official email within 48 hours of delivery, attaching clear photos or video as supporting evidence. Upon verification, we will arrange a free return, exchange, or a partial compensation solution.

5. Non-returnable Items
   For hygiene and safety reasons, certain categories (such as intimate home textiles, custom-made items, or special-sized products) are not eligible for return or exchange unless due to quality issues. The specific non-returnable scope can be found on the corresponding product detail page or confirmed by contacting us via our official email.

II. Return Process Guide

Please follow the steps below to complete your return request so that we can handle it efficiently:

Step 1: Submit Your Request
Send a return request email to Meliivia's official email address (customer@meliivia.com) with the following information:

• Order number

• Product name(s) and quantity

• Reason for return (if due to quality issues, please attach relevant photos or video evidence)

Step 2: Obtain Return Authorization
Our customer service team will review your application within 2 business days of receiving your email. Once approved, we will send you a Return Merchandise Authorization (RMA) number and the designated return shipping address via email (please refer to the email for the exact address).

Step 3: Ship the Item Back
Please pack the item securely and ship it to the designated address within 7 calendar days of receiving your RMA. Ensure the packaging is sturdy to prevent secondary damage during transit.
Please note: Return shipping costs are handled as follows:

• Quality issues / shipping damage: Meliivia will cover the return shipping costs (a valid shipping receipt is required, and the reimbursement amount will be confirmed via email);

• Personal reasons for return: Return shipping costs are your responsibility.

Step 4: Inspection and Refund
Once we receive the returned item, we will complete a quality inspection within 5 business days. Upon successful inspection:

• Refunds will be credited back to your original payment account (the actual arrival time depends on your payment provider, typically within 3–10 business days);

• For exchanges, we will arrange shipment of the replacement item after confirming stock availability and will notify you of the new tracking number via email.

Step 5: Confirmation
Once the refund or exchange is completed, you will receive a confirmation email. If you do not receive your refund or replacement within the expected timeframe, please follow up with us at customer@meliivia.com.

III. Important Notes

• Please inspect the outer packaging upon delivery. If there are visible signs of crushing, damage, or moisture, we recommend taking photos as evidence and either rejecting the delivery or contacting our support team immediately at customer@meliivia.com.

• Incomplete return requests (e.g., missing order number or supporting documents) may cause processing delays. Please provide complete information whenever possible.

• For loss or delays caused by the shipping carrier, Meliivia will assist you in communicating with the carrier but is not responsible for any indirect losses incurred.

• If you would like to check the return eligibility of a specific product, feel free to send an inquiry email to customer@meliivia.com in advance, and we will address your questions individually.

Meliivia always values your trust. We hope that through a clear and fair return policy, every purchase you make brings you peace of mind. Should you have any questions, please feel free to reach out to us via the contact methods on our website (www.meliivia.com) or through our official email. We are here to help.