At Neves Melts  we would love for you to have a great shopping experience without any issues however, we have policies in place to protect ourselves and you the customer if any issues should arise. 

We have a 14-day cancellation and return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, this means unopened, unused, in a re-sealable condition with no marks and in its original packaging.  If the product is not in the original packaging or is damaged in any way we are not obliged to refund you. You’ll also need proof of purchase.

To start a return, you can contact us at [email protected].  If your return is accepted you have 14 days from the day accepted to return the item. Once your return has been accepted we will make the decision whether to refund the order including the return postage or whether the postage costs will be the responsibility of the customer. This will be dependent on the condition of items on their return. 

You can always contact us for any return question at [email protected]

Damages and issues

Please inspect your order upon arrival and contact us within 72 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of damaged item(s) and the entire delivery. If your order is delivered with severe damage we recommend not accepting it from the delivery service.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. The delivery cost of both the return and the delivery are the responsibility of the customer. If the return is accepted the delivery costs may be deducted from the refund amount.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.