Refund policy

Melaa Returns, Refunds & Cancellation Policy

1. Introduction

This Returns & Refund Policy applies to all purchases made via Melaa (via its website melaa.co.uk or from Melaa at an event or sales over the phone) and is designed to comply with:

  • The Consumer Rights Act 2015
  • The Consumer Contracts Regulations 2013
  • Klarna merchant requirements

By placing an order, you agree to the terms set out below.

2. Nature of Our Products (Made-to-Order & Customised Goods)

Melaa specialises in made-to-order and customised football kits. This includes, but is not limited to:

  • Personalised names and numbers
  • Team branding and logos
  • Custom colours, layouts, and designs

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, customised and personalised goods are exempt from the standard 14-day cancellation (cooling-off) period.

Therefore:

  • Customised products cannot be cancelled, returned, or refunded once production has begun
  • This applies even if the customer changes their mind

Customers are responsible for ensuring all order details are accurate at checkout or when paying if using a payment link, including:

  • Spelling
  • Numbers
  • Sizes
  • Colours and design selections

Melaa accepts no liability for customer-approved errors.

3. Faulty, Damaged, or Incorrect Items

You are entitled to remedies under the Consumer Rights Act 2015 if goods are:

  • Faulty
  • Not as described
  • Not of satisfactory quality

If you believe your item is faulty or incorrect:

  • You must notify us within 7 days of delivery
  • Contact: adam@melaa.co.uk
  • Provide:
    • Order number
    • Description of the issue
    • Clear photographic evidence

Resolution process:

  • Claims will be assessed within 3–5 working days
  • If approved, we will offer:
    • A replacement item, or
    • A full or partial refund

Melaa reserves the right to determine whether a defect is due to:

  • Manufacturing fault (eligible), or
  • Wear and tear, misuse, or failure to follow care instructions (not eligible)

4. Non-Customised Products

For any non-personalised items:

  • You may request a return within 14 days of delivery
  • Items must be:
    • Unused
    • In original condition and packaging

Customers are responsible for return shipping unless the item is faulty.

Refunds will only be processed once goods are received and inspected.

5. Order Changes & Cancellations

Due to the rapid production process:

  • Orders cannot be changed or cancelled once production has started
  • Any amendment requests must be made immediately after placing the order

Melaa does not guarantee that changes can be accommodated after order confirmation and payment.

6. Refunds

Where a refund is approved:

  • Refunds will be issued to the original payment method
  • Processing time: 5–10 working days after approval

7. Liability & Limitations

Melaa is not liable for:

  • Customer input errors (e.g. spelling, sizes, numbering)
  • Delays caused by incorrect information provided at checkout

Our liability is limited to the value of the order placed.

8. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

9. Contact Details

Email: adam@melaa.co.uk
Website: melaa.co.uk