Returns & Warranty Claims

📦 Returns & Complaints / Returns & Warranty Claims

Returns within 14 days

Dear customer,

We understand that sometimes items don’t meet your expectations, which is why Melrose Marmara s.r.o. offers the option to return products within 14 calendar days. The item must be unused, undamaged, in its original intact packaging, and packed in a way that prevents any damage or deterioration.

Under the law, the consumer is responsible only for a reduction in the item's value due to handling beyond what is necessary to inspect its properties and functionality.

Inspection must be as limited as in a physical store. You may also use our template withdrawal form, available [here].

Examples:

  1. If you order a hair dryer, trimmer, or spare part and find after even minimal handling that the product doesn't suit you (e.g., too heavy or noisy), please refrain from using the item, keep it in its original packaging, avoid detangling cords or unwrapping components, and return it promptly—then contact us by email or phone.

  2. If you order a cosmetic product but realize that the scent or item isn't what you expected, please do not open the protective seal or packaging (especially for gels, pomades, waxes, etc.) and return it immediately in the original, unopened packaging.

Returned items are carefully inspected to confirm they have not been used beyond the permitted inspection or show signs of damaged packaging.

Note: Return shipping costs are borne by the customer.

Complaints / Warranty and Defects

If your order arrives damaged:

Sometimes, items may get damaged during shipment or a mistake might occur in the order—despite our thorough checks. In such cases, contact us immediately. We will send you a replacement item. For complaints, please return the item along with a completed complaint form, available [here].

Complaints must be submitted within 14 days of receiving the package. You can contact us by email or phone to initiate the process.

If the item develops a defect over time:

We also recognize that products may become defective over time. Here's how we handle such cases:

  1. We first attempt to repair the faulty item and return it to you in operational condition.

  2. If a repair is not possible, we replace the item with a new one or refund your payment.

  3. To process the complaint, you must retain proof of purchase and keep all parts included in the original packaging.

  4. For electrical appliances, complaints are accepted up to 2 years from the delivery date. The item must be sent back in its original packaging with all original components.

Procedure for Returns & Complaints

  • Keep the item in its original packaging, properly packed and protected.

  • Send the package back via courier or deliver it in person to our showroom or office:

Melrose Marmara s.r.o.

📞 +421 949 000 006
📧 [email protected]