legal

Return & Refund Policy

Last updated: 21 August 2026

Summary

Unopened items may be returned within 7 days of delivery. Opened fragrance cannot be returned for hygiene reasons. Items that arrive damaged, defective or incorrect are always replaced or refunded in full at our cost.

1. When you can request a refund or replacement

Situation	Remedy	Time limit
Item arrives damaged or the bottle is broken in transit	Replacement or full refund, return shipping paid by melloculab	Within 3×24 hours of delivery
Incorrect item received	Replacement or full refund, return shipping paid by melloculab	Within 3×24 hours of delivery
Manufacturing defect, such as a faulty atomiser or cap	Replacement or full refund	Within 7 days of delivery
Order does not arrive	Full refund once the courier investigation is closed	No limit
Cancellation before dispatch	Full refund	Any time before the order ships
Pre-order cancelled before production ships	Full refund	Any time before the order ships
Unopened item, seal intact, change of mind	Refund less return shipping and payment processing fees	Within 7 days of delivery

2. What cannot be returned

—Fragrance that has been opened, unsealed or used, for hygiene and product safety reasons
—Discovery sets, samples and decants
—Items damaged after delivery through handling, storage or transport by the customer
—Items purchased through third-party marketplaces or at physical events, which are governed by the relevant platform or venue policy

3. How to make a claim

01Record an unboxing video before opening the outer packaging. This is the fastest way to resolve a damage or wrong-item claim and we ask for it in almost every case.
02Contact us at +62 822-6070-8843 or info@melloculab.com within the applicable time limit.
03Include your order number, clear photographs of the item and its packaging, and a short description of the issue.
04Do not send anything back until we have confirmed the return. Items returned without prior confirmation may not be accepted.

4. Refund processing and timeline

We will review your claim and respond within 2 business days of receiving it. Once a refund is approved, it is issued within 7 business days. Refunds are returned to the original payment method used for the order. Your bank or e-wallet provider may take additional time to reflect the refund in your account, which is outside our control.

5. Return shipping costs

Where the item is damaged, defective or incorrect, melloculab covers the cost of return shipping. Where the return is due to a change of mind on an unopened item, the customer is responsible for return shipping. All returns must be sent with a tracked service. We cannot process a refund for a return that is lost in transit without tracking.

6. Contact

For any question about a return, contact us at +62 822-6070-8843 or info@melloculab.com. Response hours: Monday to Friday, 09:00–18:00 WIB.