Refund & Return Policy
At Melanie Harris we aim to provide a transparent and straightforward shopping experience. Please review this policy carefully before placing an order. By purchasing from our website you agree to the terms outlined below, subject to your statutory consumer rights.
This policy applies to customers in the United States, United Kingdom, Canada, and Australia.
1. Return Period
Eligible items may be returned within 30 days of delivery, subject to the conditions below.
Our 30-day return policy applies to customers in the United States, United Kingdom, Canada, and Australia.
In addition to this policy, customers retain any statutory cancellation or return rights provided by applicable consumer protection laws.
For customers in the United Kingdom, eligible online purchases are generally subject to a statutory 14-day cancellation right, as explained in Section 13.
2. Conditions for Returns
An item is eligible for return under our voluntary 30-day return policy if:
- It is unused, unworn and undamaged
- It is in its original condition
- All original tags, packaging and hygiene liner (where applicable) are intact
- The return request is submitted within the return period
- The return is pre-authorized by our customer service team
Trying on items for fit is permitted. If there are visible signs of wear, washing or damage, a reduction in value may be applied where permitted by applicable law.
These conditions apply to voluntary change-of-mind returns and do not restrict statutory rights relating to faulty, defective, damaged or incorrectly described products.
Where statutory cancellation rights apply, including in the United Kingdom, requirements concerning original packaging, tags and prior return authorization will not override those rights.
3. Damaged or Defective Items
If your order arrives damaged or defective please contact us within 14 days of delivery so we can review and resolve the issue as quickly as possible.
To submit a report please email support@melanieharris.co with:
- Your order number
- Clear photos of the item and the original packaging, where available
- A short description of the issue
Eligible claims submitted within this timeframe may qualify for a replacement, partial refund or another appropriate resolution depending on the circumstances and evidence provided.
Claims submitted after 14 days may still qualify for remedies under applicable consumer protection laws. The 14-day reporting period does not remove or limit statutory rights relating to faulty, defective, damaged or incorrectly described goods.
Where a product is faulty, defective, damaged upon arrival or not as described, we will provide the remedy required by applicable law, which may include a repair, replacement, price reduction or refund.
Where required by applicable consumer protection laws, we will cover reasonable return shipping costs for faulty, defective or incorrectly supplied items.
4. Items Excluded from Returns
Returns under our voluntary 30-day change-of-mind policy are not accepted for:
- Sale items, unless the item is faulty
- Gift cards or items marked Final Sale
- Items damaged through improper use
- Worn, washed or altered garments
- Activewear without its original hygiene liner and tags attached
These exclusions apply only to the extent permitted by applicable law.
Products purchased on sale or marked Final Sale remain covered by applicable statutory consumer rights, including rights relating to faulty or misdescribed goods.
For customers in the United Kingdom, sale items are generally eligible for statutory cancellation within the applicable 14-day period unless a specific legal exception applies. Certain sealed goods that are unsuitable for return for health protection or hygiene reasons may be excluded from statutory cancellation rights if they have been unsealed after delivery, where the relevant legal conditions are met.
Nothing in this section excludes any mandatory consumer guarantee, statutory warranty or cancellation right.
5. Return Shipping & Restocking Fee
All approved voluntary returns must be shipped to our US returns facility. The return address will be provided by our customer service team once your return is approved.
Customers are responsible for:
- All return shipping costs for voluntary change-of-mind returns
- Selecting a trackable shipping method
We recommend using a trackable service, as we cannot process voluntary returns for parcels that are lost in transit without evidence of their return, subject to applicable law.
For customers in the United Kingdom, statutory cancellation returns may also be subject to direct return shipping costs where the customer was properly informed of those costs before purchase and applicable law permits them to be charged.
Where an item is faulty, defective, damaged or not as described, return shipping costs will be handled in accordance with applicable consumer protection laws.
Restocking Fee
A 15% restocking fee applies to all approved voluntary change-of-mind returns, where permitted by applicable law. This fee covers inspection, processing and inventory handling.
The same 15% restocking fee applies to:
- Unopened packages
- Parcels refused upon delivery
- Parcels left unclaimed and automatically returned to us
These charges apply only where permitted by applicable consumer protection laws and will not be imposed where they would interfere with statutory cancellation, refund or other consumer rights.
Exception: The restocking fee is waived if the item arrived damaged, defective, or was not as described. Each case is reviewed individually.
United Kingdom: No restocking fee applies when a customer exercises a valid statutory 14-day cancellation right. Any deduction for diminished value will be made only where permitted by applicable law.
United States, Canada, and Australia: The 15% restocking fee applies to eligible voluntary change-of-mind returns where permitted by applicable law. The fee does not apply where the customer is exercising a statutory right to a remedy that cannot lawfully be subject to such a charge.
6. Return Address
Returns must be sent only to the return address provided by our customer service team after approval. Returns sent to any other address may not reach the correct facility and could delay processing.
Our returns facility is located in the United States. Customers returning items from the United Kingdom, Canada, or Australia should be aware that international return postage costs may be higher than domestic return costs.
We recommend contacting our customer service team before sending a return to obtain the correct address and any relevant international shipping instructions.
Nothing in this section limits statutory cancellation rights or remedies where prior approval is not legally required.
7. How to Start a Return
To request a return please email support@melanieharris.co with:
- Your order number
- The item(s) you wish to return
- The reason for return, unless exercising a statutory right that does not require a reason
- Clear photos (required for damaged or defective items where reasonably available)
- Your full name and shipping address
You will receive instructions within 1 business day (Monday to Friday, 9:00 AM – 5:00 PM PT).
For customers exercising a statutory cancellation right, including eligible customers in the United Kingdom, a clear statement of your decision to cancel is sufficient. You do not need to give a reason, and failure to obtain prior approval does not invalidate a valid statutory cancellation.
8. Order Cancellations
Orders may be cancelled free of charge within 2 hours of purchase. Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order, except where applicable law provides a cancellation right.
After delivery, a return may be requested in accordance with this policy.
Approved cancellation requests submitted after the 2-hour window may be subject to an 8% processing fee to cover payment processing, handling and operational costs already incurred, where permitted by applicable law.
This fee does not apply when a customer exercises a statutory cancellation right or where applicable consumer protection law requires a full refund without such deductions.
United Kingdom: Eligible distance purchases are generally subject to a statutory cancellation period of 14 days after delivery. Customers may also notify us of their decision to cancel before delivery. No 8% processing fee applies when exercising this statutory right.
United States: Customers retain cancellation and refund protections under applicable federal and state laws, including the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule where applicable.
Canada and Australia: Customers retain any mandatory cancellation rights and refund remedies provided under applicable federal, provincial, territorial or state consumer protection laws.
9. Refunds
Once your return has been received and inspected:
- You will be notified of the outcome
- Approved refunds are issued to the original payment method
- Please allow 5–10 business days for the refund to be finalized by your bank or payment provider
The 15% restocking fee, if applicable, will be deducted from the refund. Original shipping costs are non-refundable for voluntary change-of-mind returns, except where applicable law requires otherwise.
We offer free standard shipping on all orders to the United States, United Kingdom, Canada, and Australia, with no minimum purchase.
Where a customer exercises a statutory cancellation right, refunds will include any outbound delivery charges required by applicable law and will not be subject to prohibited restocking or processing fees.
For eligible statutory cancellations in the United Kingdom, we will issue the refund within 14 days of receiving the cancellation notice, subject to our right to withhold reimbursement until the returned goods are received or evidence of their return is provided, whichever occurs first.
Refunds are processed in the original transaction currency, where supported by the payment provider:
- United States: USD
- United Kingdom: GBP
- Canada: CAD
- Australia: AUD
If your bank or payment provider converts the refunded amount into another currency, exchange rate differences or bank fees may affect the final amount credited to your account.
10. How Discounts Work When You Return Items
If your order included a promotional discount such as our bundle deals or Buy More Save More offers and you return part of your order, your refund may be adjusted. Discounts are recalculated based on the items you keep, not the items originally purchased.
Refunds for voluntary returns are based on the final qualifying order value after returns, subject to applicable consumer protection laws.
A 15% restocking fee may apply to eligible voluntary returns and return shipping costs remain the customer's responsibility, where permitted by law.
Promotional discount adjustments and restocking fees will not be applied in a way that reduces refunds or remedies required under applicable statutory consumer rights.
11. Store Credit
In certain cases store credit may be offered at our discretion. Store credit is non-refundable and can only be issued once per order, except where applicable law requires otherwise.
Store credit will not replace a monetary refund where a customer is legally entitled to receive a refund to their original payment method or another method permitted by applicable law.
12. Failed Delivery or Incorrect Address
If an order is returned due to an incomplete or incorrect address provided at checkout, we may arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or offer store credit as a gesture of goodwill depending on the condition of the returned items.
Additional shipping costs may apply to redelivery where the failed delivery resulted from incorrect or incomplete information provided by the customer, subject to applicable law.
For orders delivered to the United Kingdom, Canada, or Australia, parcels may also be affected by customs clearance procedures or unpaid import duties and taxes.
If a parcel is refused or returned because applicable import charges were not paid, the return will be handled in accordance with our Shipping Policy and applicable consumer protection laws.
Where delivery fails due to an error by Melanie Harris or its delivery providers, we will provide the remedy required by applicable law without imposing inappropriate redelivery or restocking charges.
13. Your Statutory Consumer Rights
Nothing in this policy limits any rights you may have under applicable consumer protection laws in the United States, United Kingdom, Canada, or Australia.
Where a product is faulty, defective, not as described, or fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy depending on the applicable law and circumstances.
United States
Customers in the United States retain their rights under applicable federal and state consumer protection laws, including the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule and applicable implied warranties.
Where applicable, if we cannot ship an order within the promised timeframe, we will notify you and offer the option to consent to a delay or cancel the order for a full refund.
California residents: This policy is posted in accordance with California Civil Code Section 1723.
United Kingdom
Customers in the United Kingdom retain their rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended.
For most eligible online purchases, customers have the right to cancel their order within 14 days after receiving the goods without providing a reason.
The cancellation period generally begins the day after the customer, or a person nominated by the customer, receives the goods. Where an order is delivered in separate parcels, the period generally begins after receipt of the final parcel.
To exercise this right, customers must clearly notify us of their decision to cancel before the cancellation period expires. Notification can be sent by email to support@melanieharris.co.
After notifying us of cancellation, customers generally have a further 14 days to return the goods.
For valid statutory cancellations, we will provide refunds in accordance with applicable law, without applying the 15% restocking fee or the 8% cancellation processing fee.
Direct return shipping costs may be payable by the customer where permitted by law and properly disclosed before purchase.
Statutory exceptions may apply to certain categories of goods, including qualifying sealed products unsuitable for return for health protection or hygiene reasons after being unsealed.
Separately, goods must be of satisfactory quality, fit for purpose and as described. Customers may be entitled to a refund, repair, replacement or other remedy under the Consumer Rights Act 2015.
Canada
Customers in Canada retain their rights under applicable federal, provincial and territorial consumer protection legislation.
Depending on the relevant province or territory, customers may have statutory rights regarding defective products, legal warranties, delivery obligations, cancellation of certain online purchases, and refunds.
Our voluntary 30-day returns policy applies in addition to these rights and does not replace or restrict mandatory consumer protections.
Australia
Customers in Australia are protected by the Australian Consumer Law, including consumer guarantees that products must be of acceptable quality, fit for purpose and match their description.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Where goods fail to meet applicable consumer guarantees, remedies will be provided in accordance with Australian Consumer Law and will not be subject to the voluntary return conditions, restocking fees or cancellation processing fees described above.
Nothing in this policy excludes, restricts or modifies consumer rights that cannot lawfully be excluded.
14. Policy Updates
Melanie Harris reserves the right to update or modify this policy at any time. Changes take effect upon publication on our website, unless a later effective date is stated.
Updates will not retrospectively remove statutory rights or alter existing purchase contracts where prohibited by applicable law.
15. Contact Information
Email: support@melanieharris.co
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM PT
Store name: Melanie Harris
Registered address: Melbourne, Victoria, Australia
US Fulfillment Warehouse: 2824 Rockne St, San Diego, CA 92139, USA
We aim to respond to your inquiries within 24 hours.