Returns & Refunds
At Melivida, we are committed to delivering high-quality eyewear crafted with care and precision. If you experience any issues with your order, our team will work with you to find a fair and reasonable solution.
Return Window
To ensure a fair and consistent return experience, you may request a return or exchange within 14 days of delivery. To be eligible for a return or exchange, items must be:
- Unused and returned in brand-new, original condition
- Including all original labels, accessories, and packaging
Items showing signs of wear, damage, or alteration may not be eligible for return or exchange.
Return & Refund Process
Once your return request is submitted, the process works as follows:
Step 1 — Contact Us
Within 14 days of delivery, email [email protected] with your name, order number, and reason for return or exchange. We may ask for photos to confirm the item's condition.
Step 2 — Send the Item Back
Once approved, our support team will share the return address and instructions. Please ship the item back as instructed and send the tracking number to our support team once available.
Step 3 — Inspection & Resolution
After we receive and inspect the returned item, we'll proceed with the refund or exchange accordingly, based on the approved request.
Notes:
- Return and exchange shipping costs are the responsibility of the customer, except in cases of confirmed product quality issues, where Melivida will cover the return and reshipping costs.
- Original shipping fees are non-refundable unless otherwise required by applicable law.
Prescription lenses are custom-made based on your individual prescription and preferences. Because of their personalized nature, prescription lenses are not eligible for refunds.
However, your experience is important to us. If you have any concerns after receiving your glasses, please contact our customer support team. We'll help determine possible causes and work with you to find a reasonable solution.
FAQ
What is Melivida's warranty policy?
Melivida offers a 365-day limited warranty from the date you receive your eyewear. This warranty covers defects in materials and workmanship. It does not cover damage caused by accidents, misuse, neglect, or improper care.
Where should I send my return?
Please use the return address provided by our customer support team after your return or exchange request is approved. Do not send your return to the address listed on the package, as it may not be our designated return facility.
How will my refund be processed?
Once we receive and inspect the return, your refund will be processed accordingly and issued to the original payment method. Please allow several business days for the funds to appear in your account, depending on your payment provider.
I received a defective product. What should I do?
If your item is damaged or appears to have a defect, please contact our customer support team as soon as possible and provide clear photos or videos. We'll review the situation and work with you to find a reasonable solution.