Legal

Returns & Refunds

Returns are accepted within 30 days of delivery on eligible items. Items must be unworn, unused, unwashed, with original tags attached, and in original packaging.

Last updated: August 29, 2026

Return Eligibility

To qualify for a return, the item must be:

Unworn, unused, and unwashed.
In the same condition it was received.
Returned with original tags attached.
Returned in original packaging where applicable.
Accompanied by proof of purchase.

Items sent back without first requesting a return may not be accepted.

How to Start a Return

Email support@melato.ca with your order number, the item you want to return, and the reason for return. If your request is approved, we will send return instructions and the return address.

Complimentary Standard Delivery

Standard delivery is complimentary on all orders, with no minimum. Optional paid express, expedited, special-service, or premium carrier upgrades are separate from complimentary standard delivery and may be non-refundable unless required by law or related to a damaged, defective, or incorrect order.

Free Returns

Approved eligible returns include free standard return shipping through one complimentary prepaid return label or another return method approved by Melato. To keep the return free, use the label or method provided with your return authorization. Self-arranged or upgraded return shipping costs are not reimbursed unless Melato approved them in advance or reimbursement is required by law.

Because standard outbound delivery is complimentary, there is no original standard-delivery fee to deduct from an eligible refund.

Fair Use & Return Protection

Free returns are provided for genuine purchases and legitimate returns. To protect this service from fraud and misuse, Melato may review return activity where there is reasonable evidence of abuse, including repeated excessive return activity, returning worn, used, washed, altered, substituted, or intentionally damaged items, false damage or defect claims, misuse or duplication of return labels, returning merchandise not purchased from Melato, or attempts to circumvent this policy.

Where misuse is reasonably identified, Melato may require additional verification, reject items that do not meet the return conditions, decline complimentary return shipping for an abusive or fraudulent return, or limit the free-return benefit on future orders. Any action will be proportionate to the identified misuse. This protection does not limit rights that cannot be excluded under applicable consumer law and does not reduce protection for legitimate damaged, defective, or incorrect-item claims.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us as soon as possible at support@melato.ca with your order number and clear photos so we can review the issue.

Non-Returnable Items

We do not accept returns on:

Final sale items.
Gift cards.
Customized or personalized items, where applicable.
Items that are worn, washed, altered, damaged, stained, scented, or missing original tags.

Fragrance

Unopened fragrance products may be eligible for return under the standard return conditions.

Opened, sprayed, used, or otherwise scented fragrance products are not eligible for return, except where required by law or when the product arrived damaged, defective, or incorrect.

Contact support@melato.ca before opening the product if you may need return assistance.

Exchanges

Exchanges depend on available inventory. Because Melato releases limited quantities, we cannot guarantee that another size or colorway will still be available. The fastest option is often to place a new order and return the original eligible item.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved. If approved, the refund will be issued to the original payment method. Bank or card processing times may vary.