Refund Policy

Refund Policy

Last updated: 1 July 2026

This Refund Policy explains how refunds, credits and corrections are handled on MELA Apps Marketplace. MELA operates as a marketplace, so the independent vendor is usually responsible for the goods or services supplied, unless MELA is expressly identified as seller.

1. When refunds may apply

• The order was paid but not accepted or could not be fulfilled.
• The vendor or platform cancelled the order after payment.
• The wrong item was delivered, an item was missing, or the product arrived damaged.
• An unavailable item was not replaced or accepted by the customer.
• A weighed item, substitution or price adjustment requires correction.
• An eligible consumer exercises a statutory withdrawal right.
• The product or service does not match the listing or mandatory legal standards.

2. Consumer withdrawal rights

For eligible distance purchases, consumers may have a right to withdraw, generally within 14 days from delivery for goods or from the conclusion of the contract for services. Legal exceptions may apply, including perishable goods, prepared food, sealed hygiene items once opened, customised products, time-specific services, digital content started with consent and items unsuitable for return for health or safety reasons.

3. How to request a refund

Use the platform support flow or email info@melaapps.com. Include the order number, vendor name, issue description, photos where relevant, delivery evidence and whether you prefer replacement, refund or platform credit. Please report delivery, missing item, damaged item and food quality issues as soon as possible so evidence can be checked while fresh.

4. Evidence and review

MELA may review order logs, photos, chat messages, courier status, proof of delivery, vendor confirmation and payment records. We may contact the vendor, delivery partner or payment provider before deciding the appropriate remedy.

5. Return condition and costs

Returned goods should be unused, complete and in original packaging where reasonably possible, unless the issue is damage, defect, wrong delivery or legal non-compliance. For defective, incorrect or non-compliant goods, the vendor or responsible party normally covers reasonable return costs. For change-of-mind returns, the customer may need to pay return costs unless the vendor offers a more favourable policy.

6. Refund method and timing

Approved refunds are normally returned to the original payment method. Processing time depends on the payment provider and bank. MELA may offer wallet credit or voucher credit where appropriate, but mandatory cash/payment refunds will be respected where required by law.

7. Non-refundable amounts

Delivery fees, service fees, payment charges, tips or priority fees may be non-refundable where the service was already provided or law permits, except where the refund is due to vendor error, non-delivery, failed fulfilment or legal non-compliance.

8. Marketplace mediation

MELA may mediate between customer, vendor and delivery partner. The vendor remains responsible for vendor-supplied goods and services, while delivery providers remain responsible for delivery services they perform. Mandatory consumer rights remain unaffected.