Refund policy
60-Day Melicior Guarantee
We want you to be able to try Melicior Daily Dental Powder for Dogs with confidence, including with a dog who has opinions about what goes in the bowl.
Your guarantee window starts on the day your order is delivered, not the day you ordered it. If you or your dog are not happy with it, including if your dog won't eat it, email us within 60 days of delivery and request a refund under the 60-Day Melicior Guarantee.
Who the guarantee is for
The guarantee applies to your first Melicior order, placed directly on our website. Orders bought through a marketplace or another retailer follow that seller's return policy.
It is limited to one guarantee claim per customer or household. We identify a household by name, email address, delivery address and payment method.
The one jar you opened
You may keep one opened jar. You do not need to send it back, even if it is empty.
This covers the jar you used to try Melicior with your dog. If more than one jar from your order has been opened, the guarantee covers one opened jar only. Any other opened jars are not refunded under the guarantee.
Unopened jars
Current Melicior offers contain 1, 2 or 5 jars. Each jar contains 120 g (4.23 oz) of powder.
If your order contained more than one jar, any jars you have not opened must be returned to us unopened, unused and in their original packaging. Please contact us before sending anything back. We will confirm your claim and email you the return address.
Return postage is paid by you, and we recommend a tracked service. Unopened jars that we do not receive cannot be refunded.
What we refund
If you keep one opened jar and return all other jars unopened, we refund the full amount you paid for the product in your order.
If more than one jar was opened, we refund the full amount you paid for the product, less the price you paid per jar for each additional opened jar. The price per jar is the amount you paid for the product divided by the number of jars in your order. For example, a 5-jar bundle bought for $99 is $19.80 per jar.
The refund covers the amount you paid for the product. Original shipping charges and return postage are not refunded, unless required by applicable law. Where your order qualified for free shipping, we do not deduct a shipping charge from your refund.
Import duties, customs charges or taxes paid directly to a government authority or carrier are not refundable by us, unless required by applicable law.
If your dog does not get on with it
If your dog has an upset stomach or any other reaction, stop using the powder and speak to your veterinarian. You can still request a refund under the 60-Day Melicior Guarantee, on the terms above.
How to request a guarantee refund
Email support@melicior.com from the email address used for your order and include:
- your order number;
- the supply you purchased (1, 2 or 5 jars);
- how many jars you have opened; and
- a short reason, so we can learn from it.
We may ask for a photograph of the opened jar and, for a bundle, of the unopened jars in their packaging before you send them back. We may decline or limit claims that reasonably indicate fraud, abuse, repeated use of the guarantee, or resale.
We aim to reply within 2 business days.
For a single-jar order, we aim to issue your refund within 5 business days of confirming your claim. Where unopened jars are coming back to us, we aim to issue your refund within 5 business days of those jars arriving.
Refunds go to the original payment method. Your bank or payment provider may take a further 5–10 business days to post the credit to your account.
Damaged, faulty or incorrect orders
If your order arrives damaged, faulty, unsafe to use, or different from what you ordered, please email support@melicior.com as soon as possible with your order number and, where practical, a photograph of the product and packaging.
Reporting a delivery or product problem within 14 days helps us investigate quickly, but this does not limit any statutory rights you may have in relation to faulty, damaged, unsafe or misdescribed goods.
Where appropriate, we will replace the affected product or provide a refund in accordance with applicable law. Product-quality issues are handled separately from the 60-Day Melicior Guarantee and do not use up your guarantee claim.
Orders that do not arrive
If tracking shows that your parcel was delivered but you do not have it, first check with your household, neighbours, and any building reception or mailroom. Then contact us as soon as possible so we can investigate with the carrier.
If a parcel is confirmed lost in transit, we will replace it or refund you, as appropriate.
If a parcel is returned because the delivery address supplied at checkout was incomplete or incorrect, we can arrange reshipment after the corrected address is confirmed. A second shipping charge may apply where the delivery issue was caused by the address supplied at checkout.
Cancelling before dispatch
Email us as soon as possible if you want to cancel your order. If your order has not been dispatched, we will cancel it and refund you in full.
Once an order has been dispatched, we may not be able to stop or intercept the parcel. Any statutory cancellation or withdrawal right that applies to you remains available, subject to the applicable legal requirements.
UK and EU statutory cancellation rights
Nothing in this policy limits or excludes your statutory consumer rights.
If you are a UK consumer purchasing online, you generally have a legal right to cancel a distance purchase without giving a reason within the applicable cancellation period, normally ending 14 days after you receive the goods. Certain exceptions apply, including in some circumstances to sealed goods that cannot be returned for health-protection or hygiene reasons once the seal is broken after delivery. See the UK government guidance on returns and refunds: https://www.gov.uk/accepting-returns-and-giving-refunds
Equivalent rights may apply to consumers in the EU under applicable local law.
A statutory cancellation or withdrawal is separate from the voluntary 60-Day Melicior Guarantee. Where statutory rights apply, the applicable legal requirements take precedence over the terms of our voluntary guarantee.
If you wish to exercise a statutory cancellation or withdrawal right, email support@melicior.com and we will provide the appropriate instructions.
These conditions apply to the voluntary 60-Day Melicior Guarantee and do not affect any statutory consumer rights.
Contact
MELICIOR LTD
71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
support@melicior.com