Refund policy

We want you to love everything you bring into your home from Melody Casa. If something isn't right, we're here to help.

Returns

As our products are sourced from a range of specialist suppliers, return windows may vary slightly depending on the item. As a general guide:

UK orders — most items can be returned within 30 days of delivery
EU orders — most items can be returned within 14 days of delivery, in line with standard consumer rights

The applicable return window for your order will be confirmed at the time of your return request. To be eligible for a return, items must be unused, in their original condition, and in original packaging where applicable.

To start a return, please contact us with your order number and reason for return. We'll guide you through the next steps.

Damages & Issues

Please inspect your order as soon as it arrives. If your item is damaged, defective, or if you've received the wrong product, contact us straight away so we can make it right as quickly as possible.

When getting in touch, please include:

Your order number
A clear description of the issue
Photographs of the item and packaging, where relevant

We'll assess the situation promptly and arrange a replacement, exchange, or refund as appropriate.

Exceptions & Non-Returnable Items

Certain items are not eligible for return. These include:

Personalised or custom-made items — made specifically to your order
Digital products — including gift cards and digital downloads, once delivered
Perishable or consumable goods
Items returned outside the applicable return window
Items not in their original condition — used, damaged by the customer, or missing original packaging

If you're unsure whether your item is eligible for return, please get in touch before sending anything back.

Refunds

Once your return has been received and assessed, we'll notify you of the outcome. If approved, refunds are typically processed within 10 business days and returned to your original payment method. Please note that processing times can vary slightly depending on the supplier and your payment provider.

If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us, and we'll look into it straight away.

Return Postage

Unless an item is faulty or incorrect, return postage costs are the responsibility of the customer. We recommend using a tracked service, as we are unable to take responsibility for items lost in transit.

Some suppliers offer free returns. We recommend you check with them or contact us before purchase.