Understanding our returns
At MK Melts, we pride ourselves on crafting luxury home fragrance products by hand in Scotland. Your satisfaction is our priority. We understand that sometimes things don't go as planned, and we're here to help make the returns process as smooth as possible. Explore our policy below to understand your options, always in line with your consumer rights.
Frequently asked questions about returns
We've compiled answers to common questions about returning items to MK Melts. Our policy is designed to be fair and transparent, adhering to your consumer rights and our commitment to quality. Please read through to understand the process.
What reasons are accepted for returns, and what is the return period?
We accept returns for products that are faulty or damaged upon arrival. In line with consumer rights, you have 28 days from the date of purchase to notify us and initiate a return for such items.
What condition must items be in for a return, and how do I start the process?
For returns to be accepted, items must be either unused in their original, unopened plastic-free packaging, or clearly defective if opened. To start a return, please contact our customer service team immediately at mkmelts1986@gmail.com with your order number and details of the issue.
Who covers the return shipping costs, and what are my options once you receive my return?
If we determine that the product is defective or faulty, MK Melts will cover the cost of return shipping. Once your returned item is received and inspected, you will have the option to receive a full refund or exchange the item for a different product of equal value.
Can I return an item if I've simply changed my mind?
While our focus is on faulty or damaged goods, under consumer rights, you generally have a cooling-off period for online purchases. If you wish to return an item because you've changed your mind, it must be unused and in its original, unopened, plastic-free packaging. Please contact us within 14 days of receipt to discuss this option. Return shipping costs for change of mind returns will be covered by the customer.
How long does it take to process a refund or exchange?
Once we receive and approve your return, we aim to process refunds or exchanges within 7-10 business days. Refunds will be issued to the original payment method. We will keep you updated throughout the process.
What if my item was damaged during physical pick-up?
For items collected physically, please inspect your order carefully at the time of pick-up. If you notice any damage, please report it immediately to our team. Damages reported after leaving the premises may not be eligible for a full refund or exchange unless a manufacturing fault is identified.
Need help with a return?
We're here to ensure your experience with MK Melts is nothing short of delightful. If you have any questions about our returns policy or need assistance with a specific return, please don't hesitate to reach out to our friendly customer service team. We're always happy to help.