Refund policy
Our 30-Day Guarantee
If you don't love Mella Skin, send it back within 30 days of delivery for a full refund of the product price. No questions asked.
That includes jars you've opened and used. We want you to actually try it on your little one's skin before deciding. If it isn't working for your family, you shouldn't pay for it.
A few ground rules:
- The 30 days start on the day your order is delivered, not the day you placed it.
- The guarantee covers one jar per product per household. If you ordered a bundle, we'll refund the bundle price as long as the extra jars come back unopened.
- Original shipping charges are not refunded unless the return is our fault (see Damaged, wrong, or missing items below).
How to Start a Return
- Email support@mellaofficial.com within 30 days of delivery. Include your order number and the email you used at checkout. You don't need to give a reason, but if you tell us what didn't work, it helps us improve.
- We'll reply within 1–2 business days with a prepaid return label and the return address.
- Pack the jar (opened or not) in any box or padded mailer and drop it off at the carrier listed on the label.
- Once the return is scanned by the carrier, we'll process your refund. You don't have to wait for it to arrive at our warehouse.
Please don't send returns back without contacting us first. Unlabeled packages can't be matched to your order and may delay your refund.
Return shipping is on us for U.S. orders. International customers are responsible for return postage.
Refunds
Refunds go back to the original payment method. We issue them within 2 business days of the carrier scanning your return, and most banks post the credit in 5–10 business days after that. Shop Pay, PayPal, and Apple Pay refunds usually show up faster.
|
What you paid |
Refunded? |
|---|---|
|
Product price |
Yes, in full |
|
Sales tax |
Yes |
|
Original shipping |
No, unless the return is our fault |
|
Return shipping (U.S.) |
Covered by us |
|
Return shipping (international) |
Not covered |
If you'd prefer store credit instead of a refund, let us know and we'll add 10% on top as a thank-you for giving us another shot.
We reserve the right to refuse refunds in cases of clear abuse, such as repeat returns across multiple orders or returns sent after the 30-day window.
Order Cancellations
You can cancel for a full refund within 24 hours of placing your order, or any time before it ships, whichever comes first.
To cancel, email support@mellaofficial.com with your order number and "Cancel" in the subject line. We'll confirm by email once it's done.
Orders typically ship within 1–2 business days. Once your order has a tracking number, we can't pull it back. If you still don't want it, no problem: just let it arrive and use the 30-Day Guarantee above. You'll get the same refund either way.
Pre-orders can be cancelled for a full refund at any point before they ship.
Damaged, Wrong, or Missing Items
If your order arrives damaged, leaking, or isn't what you ordered, email us within 7 days of delivery with a photo of the package and the product. We'll send a replacement at no cost or refund you in full, including shipping. You don't need to send the damaged item back.
If tracking shows delivered but you can't find the package, check with neighbors and your building's mail area first, then contact us within 7 days. We'll work with the carrier and send a replacement if it can't be located.
Subscriptions and Bundles
Subscription orders are not covered by the 30-Day Guarantee. The guarantee applies to one-time purchases only. If you'd like to try Mella Skin before committing, start with a one-time order.
You can pause, skip, or cancel your subscription any time. Click the link below to go to your subscription portal and manage it there:
Cancel at least 24 hours before your next billing date to avoid being charged for that cycle. Shipments already processed can't be cancelled or refunded.
Bundles are refunded at the bundle price. Keep one jar to try; return the rest unopened and you'll get the full amount back.
Contact
Email: support@mellaofficial.com