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Refund & Return Policy

At Melanie Gainey, we want you to be fully satisfied with your purchase. Below are our return and refund guidelines for U.S. and Canadian orders:

1. Return Eligibility & Window

  • Returns must be initiated within 30 days of delivery (per shipping tracking confirmation).
  • Items must meet all of the following criteria to qualify:
    • Unworn, unwashed, and in original sellable condition
    • All tags, labels, and original packaging intact
    • Free of stains, odors, damage, or signs of use (including makeup, deodorant, or pet hair residue)

2. Non-Returnable Items

The following items are final sale (marked clearly on product pages) and cannot be returned:
  • “Final Sale” products (e.g., clearance, limited-edition styles)
  • Custom or personalized items

3. Exchanges

We do not offer direct exchanges (size/color swaps). To receive a different item:
  1. Place a new order for the desired product
  2. Initiate a return for your original item (per the steps below) to receive a refund

4. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item (wrong size/color/style):
  • Contact our support team within 7 days of delivery with your order number, photos of the item (showing the defect/error and original packaging), and a description of the issue
  • We will cover return shipping costs for these cases and issue a refund based on the specific situation

5. How to Initiate a Return

  1. Request Approval First: Email [email protected] with:
    • Full order number
    • Return reason (e.g., wrong size, fit discrepancy)
    • Clear photos of the item (and packaging, if applicable)
  2. Review & Confirmation: Our team will respond within 2–3 business days with a return number and detailed return instructions (including the return address)
  3. Ship the Item: Package securely, mark the return number on the package, and ship via a trackable carrier (USPS for U.S. orders; USPS International for Canadian orders)
    • You are responsible for return shipping costs (unless the return is due to our error)
    • Unauthorized returns (sent without prior approval) will not be processed

6. Refund Processing

  • After we receive and inspect your return (allow 5–7 business days for processing), you will get a refund confirmation email
  • Approved refunds are credited to your original payment method within 5–10 business days
  • Note: Your bank/card issuer may take an additional 3–5 business days to post the refund (this is outside our control)

7. Canadian Orders: Duties & Taxes

  • Import duties, taxes, and customs fees (charged by CBSA or the shipping carrier) are non-refundable in all cases
  • We will only refund the product price (and original shipping fees, if required by law) for returned Canadian orders—duties and taxes are excluded from refunds

8. Late or Missing Refunds

If you do not receive your refund within the stated timeframe:
  1. Check your bank/card statement (refunds may appear as a “credit” rather than a separate transaction)
  2. Contact your bank/card issuer to verify processing timelines
  3. If the refund is still missing, email [email protected] with your order number and refund reference (if available) for prompt investigation