RETURNS & REFUNDS
Thank you for purchasing products from Melt my Heart.
As our products are entirely hand-produced, there will be minor variations between batches and each individual item.
How long do I have to return my items if I am not satisfied with them?
Melt my Heart offers a 14-day money-back guarantee, this means that any products you are not satisfied with can be returned to us within 14 days of purchase in their original condition and packaging for a full refund. Just let us know to expect them prior to making the return and post to:
MMH GROUP LIMITED, 25 Bancroft Crescent, Glendene 0620, Auckland, New Zealand.
Return postage is covered by the customer.
Wax melts do need to cure for a few days for the fragrance to reach full strength so we recommend letting the wax sit for a few days before making your decision.
If you are returning an item(s), you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
Please check below for a list of the few items that are non-refundable.
What if my items are faulty or damaged?
If you believe your items are damaged please contact us as soon as possible with your order number and images of the products you believe are not fit for purpose. Melt my Heart will then be able to evaluate the issue and advise on further action.
In some cases, we will not require you to send the items back to us and a full refund will be issued, however, in the case of products being faulty but not damaged- for example, if you believe you have been sent the wrong fragrance- we may ask you to return the item to us to be assessed. If this is the case, a returns label will be issued to you and a replacement product or refund may be granted.
What happens if my parcel does not arrive?
We are required to wait 10 days from the day it was meant to be delivered before making a claim. If your parcel does not arrive within this time, please check the tracking information and contact us with your order number and we will do our best to send replacement items where possible.
Are any items non-refundable?
Gift cards cannot be refunded. If you have purchased a gift card and are unlikely to use it, we are unable to refund the value but they can be transferred to other people by sharing the code given in the email.
- Sale/Clearance Items
- Mystery Boxes
Made-to-order wax melts in scents you have personally chosen for us to get in for you are non-refundable.
What happens if I have missed the 14-day returns period?
We recommend checking your items within 14 days of delivery to ensure enough time for any returns to be processed, however, if you wish to return items after this period a partial refund may be granted at the discretion of the customer care team.
How will I be notified and receive my refund?
Prior to returning any items to us, we do ask that you contact us via email to notify them of your intent and the reason for the return. Response times are within 2 working days (Monday-Friday) to let you know if your request has been granted and when you should receive your refund.
The value of the refund will be returned to the original method of payment within 2 working days, however, it may take longer for the funds to appear in your account depending on the method used. Shipping costs are non-refundable and will be deducted from the refund amount.
If you do not receive your refund in the timeframe agreed, please first contact your bank.
To be eligible for a refund, the product needs to be returned within 14 days of your receiving your order. All returned items must be in new and unused condition, with all original packaging and labels attached.
RETURNS POSTAGE
If your return is a change of mind, for instance, if you have picked scents and aren't keen on them, you are responsible for return postage costs. If the items are defective (wax bars broken in transit do not class as defective), for instance, no scent on our inspection, we will refund the return postage cost.
Please consider that in a few cases, there are some scents that a minority of people are less susceptible to.
Once we’ve received your item, we will inspect it and process your refund. The money will be refunded to the original payment method you used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement. You may also choose to have your refund issued as store credit instead.
If the product is damaged in any way, or you have initiated the return after 14 days have passed, you will not be eligible for a refund.
If anything is unclear or you have more questions, feel free to contact us at support@meltmyheart.nz
MMH GROUP LTD, 25 Bancroft Crescent, Glendene 0620, AUCKLAND
