Refund policy

Last updated: October 20, 2026

Right of withdrawal (14 days)

If you are a consumer you may withdraw from your purchase within 14 days without giving a reason. The 14 days start on the day you (or a person you named) receive the last product of your order.

How to withdraw

Send us a clear statement that you withdraw, by email to info@melted.si. Please include your name, your order number and the products concerned. You may use the model form below, but you do not have to.

Model withdrawal form: “I hereby give notice that I withdraw from my contract of sale of the following goods: [products]. Ordered on [date], received on [date]. Name: [name]. Address: [address]. Date: [date].”

Sending the products back

Please send the products back to us without undue delay and within 14 days of telling us that you withdraw. Return address: melted, Taja Dagarin s.p., Tavčarjeva ulica 22, 4000 Kranj, Slovenia. Please write to us first so that we can confirm the address and watch for your parcel. Please pack the products carefully. The direct cost of returning the products is paid by you. You are responsible for the products until they reach us, so we recommend a tracked shipment.

What cannot be returned

For reasons of health protection and hygiene, products that were sealed and have been opened or used after delivery cannot be returned. This applies to the cleansing milk, the gel cream and the duo once the seal has been broken. Unopened products in their original, sealed condition can be returned. The gift tin with moss can be returned if it is unused and undamaged.

Refund

We refund all payments you made for the returned products, including the standard delivery cost, within 14 days from the day we receive your withdrawal notice. We may wait until we have received the products or you have shown proof of sending them, whichever is first. The refund goes to the payment method you used for the order. If you chose a more expensive delivery than our standard one, we do not refund the extra cost. If you are refunded for a product that was part of a restock price, the discount for the remaining items is recalculated.

Damaged, wrong or faulty products

If your parcel arrives damaged, if you received a wrong product, or if a product is faulty, write to info@melted.si with your order number and a photo. We will send a replacement or refund you, and we cover the return cost in these cases. Your 2-year statutory guarantee of conformity also applies.

Cancelling an order before it ships

If you want to cancel an order that has not been dispatched yet, write to us as soon as possible and we will cancel it and refund you.

Questions

Write to info@melted.si.