Refund policy

Return and Refund Policy

At Melissa Melo Handmade, we create handmade products and downloadable patterns with care and attention to detail. If you have a question or a problem with your purchase, please contact us at melissamelo72@gmail.com.

This policy explains returns, cancellations and refunds. It does not limit your statutory consumer rights.

1. Cancelling an order for physical products

For most physical products purchased online, you have the right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 days after the day you receive your item. You then have a further 14 days from notifying us to send the item back.

You may also cancel before your order is dispatched, subject to the exceptions for personalised products below.

To cancel or request a return, email melissamelo72@gmail.com, quoting your order number or providing enough information for us to identify your purchase. You do not have to give a reason for exercising your cancellation right.

We will provide return instructions and the return address. Please do not send goods back to an address shown on the parcel without checking with us first.

2. Returning physical products

You may inspect and handle an item as you would in a shop to establish its nature, characteristics and functioning.

Please return items securely packaged and include your order number or other proof of purchase. Use the original packaging where possible, but original packaging is not a condition of your statutory cancellation right.

We may deduct an amount from your refund if handling beyond what is reasonably necessary to inspect the item has reduced its value, where permitted by law.

These conditions do not restrict your rights where goods are faulty, damaged or not as described.

3. Handmade, made-to-order and personalised products

Being handmade or produced after an order is placed does not, by itself, remove your cancellation rights.

However, the statutory change-of-mind cancellation right does not normally apply to goods made to your individual specifications or clearly personalised, such as an item customised with a name or bespoke details.

We will identify relevant personalisation or bespoke features in the product description.

Your rights if an item is faulty, damaged or not as described remain unaffected, including for personalised products.

If you wish to cancel a personalised order, contact us promptly. We will explain whether cancellation is possible based on the progress of your order and your legal rights.

4. Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods, provided we informed you of this before purchase.

We recommend using a suitable tracked service and keeping proof of postage.

If goods are faulty, damaged on arrival or not as described, we will cover reasonable return costs where required by law. Please contact us so we can explain the return arrangements or provide an appropriate alternative solution.

5. Refunds for physical products

For an eligible cancellation, we will refund the purchase price and the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service, we do not have to refund the additional delivery charge.

We will make your refund without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever happens first.

If no goods were supplied, we will refund an eligible cancellation within 14 days of being told that you wish to cancel.

Refunds will be made to your original payment method unless we expressly agree otherwise. We will not charge a refund fee.

Your bank or payment provider may take additional time to show the refund in your account.

Any lawful deduction for diminished value will be explained to you.

6. Faulty, damaged or incorrect physical products

Please contact melissamelo72@gmail.com if your item is faulty, damaged or not as described. Include your order number and a description of the problem. Photographs can help us resolve the issue, but are not a condition of your statutory rights.

Under UK consumer law, you normally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery and receive a refund.

After that period, you may be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or refund.

We will provide the remedy required by your statutory rights. You are not required to accept an exchange or credit note instead of a refund where you are legally entitled to a refund.

Please report problems promptly, but a delay in contacting us does not automatically remove your legal rights.

7. Digital downloads and PDF patterns

Digital products are supplied electronically. No physical product will be delivered unless the product description expressly states otherwise.

Please read the product description carefully before purchasing, including the file format, pattern language and any stated software or device requirements.

For digital content, the cancellation period normally lasts for 14 days after the day the contract is made.

If you expressly consent to supply beginning during that period and acknowledge that you will lose your cancellation right once supply begins, your change-of-mind cancellation right ends when the download or other digital supply begins. We will confirm that consent and acknowledgement in your order confirmation.

If you have not given the required consent and acknowledgement, your cancellation rights remain as provided by law. A statement in this policy alone does not remove those rights.

This does not affect your rights if digital content is faulty, not as described or otherwise fails to meet applicable consumer-law requirements.

If your file is missing, cannot be opened, is corrupted or differs from its description, email melissamelo72@gmail.com with your order number and details of the problem.

We will help resolve access issues and provide a repair or replacement where required. If this cannot be done within a reasonable time and without significant inconvenience, you may be entitled to a price reduction, which can be up to the full purchase price.

8. Exchanges

If you would like to exchange a physical product, please contact us first.

Exchanges are subject to availability because many of our products are handmade in small quantities. We will explain any applicable postage costs before arranging an exchange.

Requesting an exchange does not affect your statutory right to cancel or your rights concerning faulty goods.

9. Sale items

Sale and discounted products carry the same statutory consumer rights as full-price products.

The cancellation and return provisions in this policy apply to sale items in the same way, including the exceptions for personalised goods and digital content.

10. Contact us

For cancellations, returns, refunds or problems with your purchase, contact:

Melissa Melo Handmade
Email: melissamelo72@gmail.com

Please include your order number or enough information for us to identify your purchase.

Nothing in this policy excludes or limits any mandatory consumer rights that apply to your purchase.