Return Refund Policy

  • This Return & Refund Policy (the “Policy”) outlines the eligibility requirements, return procedures, and refund terms for all purchases from Melissa Solomon LLC (“we,” “us,” or “our”) via the Site https://melissasllc.com/. By placing an order on the Site, you agree to the terms of this Policy, which applies to all U.S. domestic purchases (we do not accept international returns). This Policy is incorporated into our Terms of Service and forms part of your agreement with us—no returns are accepted without prior authorization from our customer service team.
     

    1. Return Eligibility Requirements

     
    To be eligible for a return and refund, your product(s) must meet all of the following criteria (we reserve the right to deny returns that do not meet these requirements):
     
    1. The return request is submitted within 14 calendar days of delivery (per the carrier’s delivery confirmation).
    2. The product is unused, unopened, and in its original condition (no scratches, dents, damage, or signs of use).
    3. The product is returned in its original packaging (including all tags, labels, foam, bubble wrap, and brand packaging)—this is especially critical for fragile/luxury ceramic/glass products.
    4. You provide a valid order number and proof of delivery (e.g., carrier tracking number).
    5. The product is not a non-returnable item (see Section 2 below).
     
    Important Note for Artisan/Handcrafted Products: Minor variations in color, design, or finish are inherent to handcrafted products and do not constitute a defect—such variations are not a valid reason for a return.
     

    2. Non-Returnable Items

     
    The following items are not eligible for returns or refunds (under any circumstances):
     
    • Used, opened, or damaged products (caused by the customer).
    • Fragile/luxury ceramic/glass products returned without their original, specialized packaging (risk of damage in transit).
    • Custom or personalized products (if applicable).
    • Sale/clearance items (marked as “Final Sale” on the Site).
    • Gift cards (if applicable).
    • Products returned after the 14-day delivery window.
    • Products damaged due to improper use, care, or storage (per the brand’s care instructions).
     

    3. Return Authorization (RA) Number – REQUIRED

     
    A valid Return Authorization (RA) number is mandatory for all returns—unauthorized returns (without an RA number) will be rejected by our warehouse, and we will not issue a refund or credit. To obtain an RA number and initiate a return, follow these 4 simple steps:
     

    Step 1: Submit a Return Request

     
    Email our customer service team at service@melissasllc.com with the subject line: Return Request – [Your Order Number]. Include the following information in your email:
     
    • Your full name, shipping address, and order number.
    • The product name(s) and quantity you wish to return.
    • A clear reason for the return (e.g., wrong product, change of mind).
    • Photos of the product(s) and original packaging (to verify condition).
     

    Step 2: Receive RA Number & Return Guidelines

     
    We will review your return request within 24–48 business hours and send you an email with:
     
    • A unique RA number (valid for 7 calendar days).
    • The official return shipping address (our Eustis, Florida warehouse).
    • Packaging instructions (critical for fragile items).
    • A link to track your return (once shipped).
     

    Step 3: Package & Ship Your Return

     
    • Package the product(s) securely in their original packaging (follow our packaging instructions for fragile items).
    • Write the RA number clearly on the outside of the shipping box (this is required for warehouse processing).
    • Ship the return via a trackable, insured shipping carrier (e.g., USPS, UPS)—you are responsible for all return shipping costs and insurance fees. We are not liable for lost, stolen, or damaged return shipments.
     

    Step 4: Return Delivery & Inspection

     
    Our warehouse will inspect the returned product(s) within 2–3 business days of delivery to verify eligibility (condition, original packaging, RA number). We will notify you via email once the inspection is complete (approval or denial of the return).
     

    4. Refund Processing

     
    • Approved Returns: Refunds are processed within 5–7 business days of return inspection approval. The refund is issued to the original payment method used to place the order (e.g., credit card, PayPal).
    • Refund Amount: The refund covers only the product purchase price (and applicable sales tax). All original shipping costs, fragile surcharges, and return shipping costs are non-refundable. For orders that qualified for free Standard Shipping, a flat $15 shipping fee is deducted from the refund (to cover our shipping costs).
    • Refund Posting Time: Refund processing times vary by payment provider—credit card refunds may take 3–5 business days to post to your account; PayPal refunds are instant.
     
    We do not offer cash refunds—all refunds are issued to the original payment method.
     

    5. Damaged/Defective/Incorrect Products (Our Error)

     
    If you receive a product that is damaged in transit, defective, or incorrect (e.g., wrong product, wrong size/color—our error), you are not responsible for any return shipping costs or fees. To resolve the issue:
     
    1. Notify us within 3 business days of delivery via email at service@melissasllc.com.
    2. Provide your order number, clear photos of the product/packaging/shipping label, and a description of the issue.
    3. We will issue a prepaid return shipping label (for incorrect/defective products) or offer a full refund/replacement with free shipping (for damaged products—no return required).
     
    We will process the refund or replacement within 24–48 business hours of receiving your claim (no inspection required for our error).
     

    6. Exchanges

     
    We do not offer direct product exchanges (e.g., swapping one product for another). To exchange a product, you must:
     
    1. Initiate a return for the original product (per Section 3) and receive an approved refund.
    2. Place a new order for the desired product on the Site (we do not hold inventory for exchanges).
     
    If the desired product is out of stock, we will notify you and offer to place a backorder (at no additional cost) or issue a full refund.
     

    7. Store Credit (Alternative to Refund)

     
    If you prefer a store credit instead of a refund (for approved returns), please notify us in your return request email. Store credit is:
     
    • Issued within 2 business days of return inspection approval.
    • Valid for 12 months from the issue date.
    • Redeemable for any product on the Site (no minimum purchase required).
    • Non-transferable and non-refundable (for cash).
     

    8. Return Address (With Valid RA Number Only)

     
    Do not ship returns to this address without a valid RA number—unauthorized returns will be rejected and returned to sender.
     
    Melissa Solomon LLC
     
    Attn: Returns Department – [Your RA Number]
     
    25543 County Rd 44A
     
    Eustis, Florida 32736
     
    United States
     

    9. Contact

     
    For questions, concerns, or assistance regarding returns, refunds, or RA numbers, please contact our customer service team at:
     
    • Email: service@melissasllc.com (response within 24–48 business hours)
    • Mailing Address: Melissa Solomon LLC, 25543 County Rd 44A, Eustis, Florida 32736, United States