Returns - Trade

Returns, Damage & Exchanges

We really hope you love your items as much as we do!

Our standard B2B returns policy allows you to request a return for any item within 200 days of receipt, provided it is:

  • Unused,

  • In perfect condition, and

  • Returned with the original packaging.

For customer-choice returns, including where an item is no longer required or has been ordered in error, a collection fee will apply.

The collection fee will be calculated based on factors including the size, quantity and overall value of the goods being collected.

Returns relating to damage, manufacturing faults, defects or product quality issues will not be subject to a collection fee where the issue is accepted by Melody Maison.

These terms, including any applicable collection arrangements or charges, can be clarified with your Account Manager ahead of purchasing or at any time on request.

For support with any return, damage or exchange, please contact ross.elkington@melodymaison.co.uk. If unavailable, please contact partner@melodymaison.co.uk.

Goods Returns & Order Cancellations

Our B2B cancellation and returns terms allow you to notify us of a cancellation:

  • From the moment you place your order, and

  • Up to 14 days after you receive your goods.

If you choose to cancel during this period, you then have a further 14 days from the date you notify us for the return or collection of the goods to be arranged.

Where the cancellation or return is by customer choice, an appropriate collection fee will apply.

The applicable collection cost can be confirmed by your Account Manager ahead of purchasing or on request.

Important Information About Packaging

We cannot accept customer-choice returns without the original packaging, and all items must be unused.

If an item is returned in a condition that falls outside these terms, a re-stocking and re-boxing fee of 15% of the product's purchase value may be deducted from your refund.

Melody Maison reserves the right to apply a higher restocking fee if an item is returned in a heavily used or materially altered condition.

This does not affect returns relating to an accepted manufacturing fault, damage, defect or product quality issue.

Refunds & Collection Information

We aim to process refunds within five working days of the returned items arriving back at our warehouse.

Please allow up to 14 days before contacting us for an update.

For support, please contact ross.elkington@melodymaison.co.uk. If unavailable, please contact partner@melodymaison.co.uk.

Please note:

  • Customer-choice returns are subject to a collection fee.

  • Collection charges will be assessed based on the size, quantity and nature of the order being returned.

  • Returns relating to accepted damage, faults, defects or quality issues will be collected without a collection charge.

  • Any applicable return or collection charges can be confirmed with your Account Manager before purchasing or at any time on request.

Collection of Returned Goods

All B2B returns requiring collection will be arranged through Melody Maison's own collection service.

Please contact ross.elkington@melodymaison.co.uk to arrange the return. If unavailable, please contact partner@melodymaison.co.uk.

Where goods are being returned by customer choice, a collection charge will apply.

If an arranged collection cannot be completed due to the customer being unavailable, the goods not being ready for collection, or another issue at the collection address, an additional collection charge may apply based on the order and collection requirements.

Any collection requirements and potential charges can be discussed with your Account Manager ahead of purchasing or on request.

Exemptions

Third-Party Couriers

If you choose to use an onward courier not employed by Melody Maison, we cannot accept liability for:

  • Damage caused in transit after our delivery service has delivered the item to your chosen third-party courier.

If using a third-party courier, including for international onward shipping, please ensure you have full insurance to protect against loss or damage.

Flatpack & Self-Assembly Products

All flatpack or assembly-required products must be inspected for defects before ANY assembly begins.

If you identify a manufacturing fault during or after assembly, please contact ross.elkington@melodymaison.co.uk for assistance. If unavailable, please contact partner@melodymaison.co.uk.

(Please note: this does not include clear damage or faults that were present and identifiable before assembly.)

Returns Policy

Christmas Decorations Returns Policy

Please note that Christmas decorations cannot be returned if:

  • They are outside the 14-day reporting window, and

  • They are returned after December 20th in a used condition.

Your Legal Rights

Nothing in these terms affects any legal rights that apply to your business purchase.