Refund policy

Every product is one of a kind

All our products are made individually for you based on your details (names, texts, photos, dates). The following rules therefore apply to returns and cancellations.

No returns on personalized items

Because every product is personalized, we cannot accept returns or exchanges unless the item is defective, damaged or not what you ordered.

Changes or cancellation only before production

Changes to your details or a cancellation are only possible as long as your order has not yet been sent to production. As orders are usually passed to production very quickly, often within a few hours, please contact us immediately at support@melanu.co with your order number. We cannot guarantee a change or cancellation. Once your order is in production, it can no longer be changed or cancelled.

Defects, shipping damage or wrong item

If your product arrives damaged, has a printing error or does not match your order, please contact us within 14 days of delivery at support@melanu.co with your order number and a photo. We will reprint your product free of charge and ship it to you. A return is usually not necessary. If a replacement is not possible, we will issue a refund.

Your own input errors

If you made a mistake when ordering (e.g. a typo or the wrong photo) and your order is already in production, we will gladly remake your product at 50% off as a goodwill gesture. Please check the preview carefully before ordering.

Contact

ID Group GmbH, Lübecker Straße 3, 65760 Eschborn, Germany
Email: support@melanu.co