Return Policy
At Melunater, we want customers to have a clear, fair, and straightforward return and refund experience.
This Return and Refund Policy applies to eligible purchases made through melunater.com.
1. 30-Day Return Window
Eligible products may be returned within 30 calendar days after confirmed delivery.
Before returning any product, please contact our customer support team at:
Please include your order number and the item you wish to return.
Our customer support team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not send products back before receiving return instructions from us.
Returns sent to an unauthorized address may result in delays in processing.
2. Return Eligibility
Unless an item was received damaged, defective, incorrect, incomplete, materially different from its product description, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
• Unused or in like-new condition
• Free from customer-caused damage
• Unaltered
• Returned with all original components and accessories
• Returned with original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because many Melunater products include rug materials, woven textures, soft surfaces, patterns, decorative details, or other design elements, returned products should be packaged carefully to prevent damage during transit.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.
Returned products should not show signs of excessive use, misuse, unauthorized repair, modification, customer-caused damage, improper cleaning, or improper handling.
Where permitted by applicable law, an appropriate deduction may be made if a product has experienced a material loss in value because of customer handling beyond what was reasonably necessary to inspect or evaluate the item.
4. Non-Returnable Items
Where permitted by applicable law, the following products may not be eligible for preference-based returns:
• Personalized or customized products
• Gift cards
• Products clearly marked as final sale before purchase
• Products damaged through misuse or improper handling
• Products modified or repaired without authorization
• Products missing significant components because of customer handling
• Other products expressly identified as non-returnable before purchase
Any product-specific return exclusions will be clearly stated on the applicable product page or communicated before the return is approved.
Nothing in this section limits consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, Incomplete, or Materially Different Items
Please inspect your order promptly after delivery.
If your item arrives:
• Damaged or torn
• Defective
• Incorrect
• Incomplete
• Missing components or accessories
• Materially different from the product description
please contact us at:
as soon as reasonably possible.
To help us review the issue, please provide:
• Your order number
• Product name
• Clear photographs of the product
• Photographs of the packaging where relevant
• A photograph of the shipping label where available
• A short video demonstrating the issue where relevant
For rugs, photographs or videos may be particularly helpful for issues involving damaged edges, surface texture, pattern details, material concerns, size differences, or visible product issues.
If Melunater confirms that the item arrived damaged, defective, incorrect, incomplete, or materially different from the product description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
6. Return Shipping Costs
Preference-Based Returns
For returns requested because of:
• Change of mind
• Incorrect size, colour, style, pattern, or product selection by the customer
• Personal preference
• No longer wanting the product
• Other reasons unrelated to a defect or an error on our part
the customer is generally responsible for return shipping costs where permitted by applicable law.
We recommend using a trackable shipping service for preference-based returns.
Returns Caused by an Error on Our Part
If the return is required because the item arrived damaged, defective, incorrect, incomplete, or materially different from the product description, Melunater will provide an appropriate solution at no additional cost to the customer.
7. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
• The return results from an error on our part
• The product was damaged, defective, incorrect, incomplete, or materially different from its description
• Melunater expressly agrees otherwise
• Applicable law requires reimbursement
8. Return Address
Please do not return products to our registered business address unless our customer support team specifically instructs you to do so.
Our registered business address is not necessarily our product return facility.
Return locations may vary depending on product type, fulfillment location, customer destination, warehouse availability, and logistics arrangements.
Once your return request has been reviewed and approved, our customer support team will provide the appropriate return warehouse address and return instructions.
9. Return Packaging
Customers should package returned products carefully to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
• The main product
• Accessories originally supplied
• Product inserts or instructions
• Original protective materials
• Original product packaging
Rugs should be securely protected against moisture, tearing, staining, crushing, or other damage during return transportation.
10. Refund Processing Time
Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received, inspected, and approved.
After Melunater issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
11. Exchanges
Exchange availability depends on current product availability and inventory.
Because Melunater products may be offered in different colours, sizes, patterns, textures, styles, or other variations, the preferred replacement may not always be available.
Please contact customer support before returning a product for exchange.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it:
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee cancellation once an order has entered processing, packing, fulfillment, shipping preparation, or dispatch.
13. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand: Melunater
Website:
melunater.com
Legal Entity:
Suzhou Maiyixing Cross-border E-commerce Co., Ltd.
Registered Address:
Room 3002, 3rd Floor, No. 10 Xinmen Road, Xinjia Industrial Zone, Changqiao Subdistrict, Wuzhong District, Suzhou City, Jiangsu Province
Unified Social Credit Code:
91320506MAE92KXQ9K
Customer Support Email:
service@melunater.com
For order-related inquiries, please include your order number and the email address used at checkout.
For damaged rug inquiries, please also include clear photographs of the product and packaging where relevant.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
Melunater — Thoughtful Rugs for Everyday Living.