Return & Refund Policy

Our "We Got You" Policy

At Melaniva, every bag is handcrafted and personalized specifically for you. We take pride in creating meaningful products and are committed to ensuring that your order arrives exactly as expected.

Please review the following policy carefully before placing your order.

Order Cancellation & Changes

We understand that plans can change.

Orders may be canceled within 6 hours of purchase for a full refund.

After the 6-hour cancellation window, production of your personalized item may have already begun. Because each product is custom-made specifically for you, cancellations requested after 6 hours may be subject to a production and material fee to cover costs already incurred.

If you need to change a name, personalization detail, shipping address, or any other order information, please contact us as soon as possible within the 6-hour window.

Custom-Made Products

All products marked with "Custom Name: Yes" are personalized and made specifically for the customer.

As a result, these items are considered Final Sale and are not eligible for returns, exchanges, or refunds due to:

• Change of mind
• Ordering by mistake
• Personal preference
• Dislike of color
• Dislike of material texture or scent
• No longer wanting the item
• Incorrect information submitted by the customer during checkout

Because personalized products cannot be resold, we cannot accept returns for reasons unrelated to manufacturing defects or fulfillment errors.

Eligibility for Refunds or Replacements

We will gladly offer a replacement or, where appropriate, a refund if any of the following situations occur:

1. Manufacturing Defects

The product arrives with significant manufacturing defects, including:

• Torn or damaged materials
• Broken zippers, clasps, or hardware
• Missing components
• Serious craftsmanship defects that affect normal use

2. Customization Errors

The personalized name, text, or engraving does not match the information provided in the customer's order.

3. Incorrect Item Received

You receive a completely different product, model, or color than what was ordered.

Claim Submission Requirements

To protect both customers and our business from fraudulent claims, all quality-related complaints must be submitted within 30 days of the delivery date.

This includes complaints regarding:

• Torn bags
• Damaged materials
• Broken hardware
• Missing parts
• Manufacturing defects
• Incorrect items received

To qualify for a replacement or refund, customers must provide:

• A clear, unedited video showing the package being opened upon delivery.
• The shipping label clearly visible in the video.
• The alleged defect, damage, or issue clearly visible in the same video.
• Additional photos or videos if requested by our support team.

Claims submitted more than 30 days after delivery may not be eligible for a refund, replacement, or compensation.

Claims submitted without sufficient evidence may also be denied.

Melaniva reserves the right to determine whether the provided evidence reasonably demonstrates that the issue existed at the time of delivery.

Resolution Process

If a claim is approved, Melaniva may offer one of the following resolutions:

• A free replacement product.
• A replacement part, where applicable.
• A partial refund.
• A full refund.

The specific resolution offered will depend on the nature of the issue and the circumstances of the claim.

Melaniva reserves the right to determine the most appropriate resolution on a case-by-case basis.

Contact Us

If you experience any issues with your order, please contact our customer support team as soon as possible.

We're here for you. For any questions or support, you can always reach out to us at contact@melaniva.com. We've got you. Always.