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Refund Policy

1  Our Commitment

At The Melt Studio, we manufacture and supply cosmetic-grade ingredients, soap bases, fragrance oils, and DIY kits. We take quality seriously at every stage — from raw material sourcing to packing and dispatch. If something has gone wrong with your order, we will make it right. This policy explains how.

 

2  Eligibility for Returns

An item is eligible for return if ALL of the following conditions are met:

 

  • Return request is raised within 5 days of the delivery date (as confirmed by courier tracking)

  • The item is in its original, factory-sealed, unopened condition

  • The original packaging, labels, and seals are intact and undamaged

  • The item has not been used, mixed, formulated with, or incorporated into any product

  • The return request is accompanied by the original order number and proof of purchase

 

Important — consumable products

The following categories CANNOT be returned once opened, due to their consumable and perishable nature: Soap bases, Essential oils, Carrier oils, Fragrance oils, Extracts and actives, Clays and powders, Butters and waxes, Colours and micas.

This restriction is necessary to preserve product integrity and prevent adulteration. We strongly recommend ordering a smaller size (500g or 1 kg) to trial a new product before committing to bulk.

 

3  Non-Returnable Items

The following items are not eligible for return under any circumstances (except where they arrive damaged or incorrect):

 

  • Any product that has been opened, used, or had its seal broken

  • Customised or personalised products made to your specifications

  • Products purchased during a sale, promotional event, or with a discount code

  • DIY kits where any component has been opened or used

  • Items returned after the 5-day window

  • Free gifts or bonus items included with an order

 

4  Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, we take full responsibility and will resolve the issue at no cost to you. Please follow these steps:

 

  • Step 1 — Report within 48 hours: Contact us within 48 hours of delivery at themeltstudiostore@gmail.com or +91 9767217909 / +91 9359338687. Reports made after 48 hours cannot be guaranteed resolution.

  • Step 2 — Provide evidence: Send clear photographs of: (a) the damaged or incorrect item, (b) the outer packaging showing the damage, and (c) the shipping label. Video evidence is preferred for transit damage claims.

  • Step 3 — We review: Our team reviews your claim within 2 business days and confirms the resolution — either a replacement or a full refund, at your choice.

  • Step 4 — Resolution: Replacements are dispatched within 3–5 business days. Refunds are processed within 7–10 business days.

 

You do not need to return damaged or incorrect items unless specifically requested by our team. In most cases, photographic evidence is sufficient.

 

5  How to Initiate a Return

To initiate an eligible return:

 

  1. Email us at themeltstudiostore@gmail.com with the subject line: 'Return Request — Order #[your order number]'

  2. Include your reason for return and confirm the item is unopened and in original condition.

  3. Our team will respond within 2 business days with a Return Merchandise Authorisation (RMA) number and return address.

  4. Pack the item securely in its original packaging and ship it to the address provided. We recommend using a tracked courier service — we are not responsible for items lost in return transit.

  5. Once we receive and inspect the returned item (1–2 business days), we will process your refund or exchange.

 

Return shipping costs

If the return is due to our error (wrong item, defective product, or transit damage): we bear the return shipping cost.

If the return is a change of mind or buyer error: the customer bears the return shipping cost. Original shipping charges are non-refundable.

 

6  Refunds

Approved refunds are processed as follows:

 

Refund method: Original payment method (UPI, credit/debit card, net banking, or wallet — same as used for purchase)

Processing time: 7–10 business days from refund approval. Bank processing times vary by institution and may add 3–5 additional days.

Shipping charges: Original shipping charges are non-refundable unless the order was incorrectly fulfilled or arrived damaged.

GST: GST amounts will be refunded in full for approved returns. A revised tax invoice will be issued.

Partial refunds: Where only part of an order is returned, a partial refund proportionate to the returned items will be processed.

 

7  Exchanges

We offer exchanges for eligible items (unopened, within 5 days of delivery) where you wish to exchange for a different product of equal or lesser value. If the exchange item is of higher value, you will be charged the difference. Exchanges are subject to stock availability. Contact us to initiate an exchange using the same process as a return.

 

8  Kit Products

For DIY kit products: if you receive a kit with a manufacturing defect or missing component, contact us within 48 hours with evidence and we will send the missing or defective component. If the outer box is damaged in transit but the contents are intact and sealed, this does not qualify for a return. A kit where any individual component has been opened cannot be returned.

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