Refund & Return Policy

Last updated: 29 August 2026

We want you to be confident ordering from TrueMela. If something is not right, email support@truemela.shop.

Return window

You may request a return within 7 days of delivery. The product must be unused, unworn, unwashed and undamaged, in its original packaging, with supplied parts, labels, accessories, manuals and freebies.

Non-returnable items

Unless damaged, defective or incorrect on arrival, opened or used personal-care, beauty or hygiene products, perishables, intimate apparel, gift cards, products marked final sale/non-returnable, and products with tampered identifying labels or serial information are not returnable.

How to request a return

Email support@truemela.shop within the return window with your order number, reason and relevant photos. Do not ship anything before approval. Because fulfilment can vary by product, the correct return address and return instructions are provided by email after approval.

Return shipping

If we sent an incorrect, damaged or defective item, we will arrange or cover reasonable return shipping. For eligible change-of-mind returns, return shipping is the customer's responsibility unless we confirm otherwise by email.

Inspection

Returned items are inspected before a refund or replacement is approved. A return may be rejected or reduced if the product is used, incomplete, damaged after delivery, missing packaging/accessories, or outside the approved conditions.

COD refunds

Storefront orders are currently paid by Cash on Delivery (COD). For an approved refund after COD payment has been collected, our support team will confirm the available refund method and any details required by email. We aim to initiate approved refunds within 5–10 business days after approval. Processing after initiation can depend on the refund method used.

Damaged, defective or wrong items

Please report damaged, defective or incorrect items within 48 hours of delivery with your order number and clear photos. Once verified, we will arrange an appropriate replacement or refund.

Exchanges

We do not offer direct exchanges unless specifically confirmed by support. If eligible, return the item under this policy and place a new order for the product you want.

Cancellations

A COD order may be cancelled before dispatch by emailing us with the order number. Once dispatched, cancellation may no longer be possible and the applicable delivery/return process will apply. Since COD is collected on delivery, an unpaid pre-dispatch cancellation does not require a payment refund.

Contact

Email support@truemela.shop. Customer support is by email only. You may email us at any time; response times may vary.