MelanMark is a multi-vendor marketplace. Individual Vendors fulfill and ship their own orders. This policy establishes the minimum standards that all Vendors must honor. Some Vendors may offer more generous terms, which will be displayed on their individual store pages.
  1. Returns

1.1  Standard Return Window

Buyers may request a return within 14 days of confirmed delivery for most items. To initiate a return, visit our Contact page at melanmark.com/contact-us/ or use the return request option in your account. Returns requested after 14 days will be evaluated on a case-by-case basis.

1.2  Eligible Items

An item is eligible for return if:

It arrived damaged, defective, or broken;

It was materially misrepresented in the product listing (wrong item, significant undisclosed defects);

It was never delivered and the carrier tracking confirms non-delivery;

It is in original, unused, unworn condition with all original packaging (for change-of-mind returns where the Vendor accepts them).

1.3  Non-Returnable Items

The following items are not eligible for return unless they arrive damaged or defective:

Digital downloads and digital products (all sales final upon delivery);

Food & Beverage products (all sales final for safety reasons);

Personalized, customized, or made-to-order items;

Intimate apparel, swimwear, and pierced jewelry (for hygiene reasons);

Items that have been used, worn, washed, or altered from their original condition;

Items returned without original packaging where packaging is material to the product.

1.4  Return Shipping

For returns due to defect, damage, or misrepresentation, the Vendor is responsible for providing a prepaid return shipping label or reimbursing return shipping costs. For change-of-mind returns, Buyer is responsible for return shipping costs unless the Vendor's individual policy states otherwise.

  1. Refunds

2.1  Refund Processing

Approved refunds are processed to the original payment method. Refunds are initiated within 2 business days of MelanMark approving the return or dispute resolution. Processing time for the refund to appear in your account is typically 5–10 business days depending on your card issuer.

2.2  Full Refunds

A full refund of the product price and any shipping fees paid will be issued when:

The item was never delivered and cannot be replaced;

The item arrived significantly damaged or defective and a replacement is not available;

The item received was materially different from what was described in the listing;

The Vendor cancelled the order after payment was collected.

2.3  Partial Refunds

A partial refund may be issued in cases where the item was partially as described, lightly damaged in a way the Buyer elects to keep the item, or returned in a condition different from how it was sent. Partial refund amounts are determined by MelanMark in consultation with the Vendor.

2.4  Original Shipping Costs

Original shipping costs are refunded in full when the reason for return is MelanMark's or the Vendor's error (wrong item, defective item, non-delivery). Original shipping costs are not refunded for change-of-mind returns.

  1. Exchanges

Exchanges are offered at the Vendor’s discretion. To request an exchange, visit our Contact page at melanmark.com/contact-us/ within the 14-day return window. Exchange availability depends on Vendor inventory and is not guaranteed. If an exchange cannot be accommodated, a refund will be issued instead.

  1. Non-Delivery Claims

If your tracking information shows delivered but you did not receive your order, please: (1) check with neighbors and in secure locations around your property; (2) contact your local carrier; (3) contact the Vendor through MelanMark’s messaging system. If the Vendor is unable to resolve the issue within 5 business days, visit our Contact page at melanmark.com/contact-us/. We will open an investigation with the carrier. If the carrier confirms non-delivery, a full refund or replacement will be issued.

  1. Damaged in Transit

If your order arrives visibly damaged, please: (1) photograph the packaging and item before opening or moving it if possible; (2) contact the Vendor through MelanMark’s messaging system within 48 hours of delivery with your order number and photos. If the Vendor is unable to resolve the issue, visit our Contact page at melanmark.com/contact-us/. Transit damage claims submitted after 48 hours may not be eligible for resolution. We will arrange a return, replacement, or refund as appropriate.

  1. How to Request a Return or Refund

To initiate a return or refund request:

  1. Visit our Contact page at melanmark.com/contact-us/ with your order number, the reason for the return, and supporting photos if applicable.
  2. You will receive a response within 2 business days with instructions.
  3. If a return is approved, you will receive return instructions and a return shipping label if applicable.
  4. Once the return is received and inspected, your refund will be processed within 2 business days.
  5. Disputes

If you are unable to resolve a return issue with us directly, or if you believe a refund decision was made in error, you may escalate your concern by visiting our Contact page at melanmark.com/contact-us/ and selecting “Escalated Dispute” as the subject. We will review all escalated disputes within 5 business days. MelanMark’s final decision on disputes is binding.

  1. Chargebacks

We encourage Buyers to contact us before initiating a chargeback with their card issuer. Most issues can be resolved faster through MelanMark's dispute process. Filing a chargeback without first attempting resolution through MelanMark may delay your refund and will result in the dispute being responded to with full transaction records.