Last updated: October 2026
At MISTWAVE, we aim to handle refund requests fairly.
This Refund Policy should be read together with our Returns & Refunds policy.
1. When a Refund May Be Available
A refund or other appropriate remedy may be available where an item:
- Is faulty or damaged
- Is significantly different from its description
- Is incorrect or different from what you ordered
- Does not meet applicable consumer guarantees
- Cannot otherwise be remedied as required under Consumer Law
The appropriate remedy will depend on the circumstances and your rights under applicable law.
2. Change of Mind
We generally do not provide refunds for change of mind unless otherwise agreed.
Please review product information, specifications, quantities and delivery details carefully before placing your order.
This does not affect any rights or remedies you may have under Consumer Law.
3. Reporting a Problem
If there is a problem with your order, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging where applicable
- Any other information reasonably required to assess the issue
Contact:
support@melcig.com
4. Returning an Item
Depending on the circumstances, we may ask you to return an item before a refund or other remedy can be completed.
Please contact us before returning an item so that we can provide the appropriate instructions.
Do not send a return to an address without first contacting us.
5. Opened or Used Products
Some products may have restrictions on change-of-mind returns after they have been opened or used, including for hygiene, safety or regulatory reasons.
However, these restrictions do not exclude any rights or remedies that cannot lawfully be excluded under Consumer Law.
6. Refund Method
Approved refunds will generally be returned to the original payment method used for the order where possible.
For example, a payment originally made by card through our online payment provider will generally be refunded through the same payment channel.
Alternative arrangements may be required for certain payment methods, including eligible Pay on Delivery orders.
7. Refund Processing Time
Once a refund has been approved and processed by us, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.
Processing times are controlled by the relevant financial institution or payment provider and may vary.
8. Delivery and Return Shipping Costs
Whether original delivery charges or return shipping costs are refundable will depend on the circumstances of the return and your rights under applicable law.
Where you are entitled to recover reasonable return costs under Consumer Law, those rights will apply.
For change-of-mind returns that we agree to accept, applicable delivery or return costs may not be refundable unless otherwise agreed.
9. Partial Refunds
In some circumstances, a partial refund or another appropriate resolution may be offered where permitted by law and agreed with the customer.
Any proposed resolution will depend on the circumstances of the order and the issue reported.
10. Cancelled Orders
If you wish to cancel an order, please contact us as soon as possible.
We will try to assist where possible, but cancellation cannot be guaranteed once an order has been processed, packed or dispatched.
If an order is successfully cancelled after payment has already been collected, the applicable refund will generally be returned to the original payment method.
11. Contact Us
For refund or order-related enquiries, please contact:
Email: support@melcig.com
Please include your order number so we can locate your order and assist you more efficiently.