Refund policy

Returns policy

Last updated: 21 October 2026

At Melora Luxury Essentials, we want you to be completely satisfied with your acoustic panels. Because our panels are large, heavy and fragile, we have clear arrangements for returns. Please read these conditions carefully before you order.

1. Right of withdrawal (consumers)

You have the right to withdraw from your order within 14 days without giving any reason. This period starts on the day after you (or a person designated by you) received the last products of your order.

Within these 14 days, please notify us of your return. After that, you have another 14 days to send the products back.

2. Condition of the product

We ask you to return the products unopened, in the original box and with the protective film intact. Only then can we refund the full purchase price.

You may open a box to inspect the product, just as you would in a shop. Please do this carefully. We recommend not removing the film; the colour and grain can be assessed well through the film.

Diminished value. Have you used or handled the product more than necessary to assess it? Then we will deduct the diminished value from the amount to be refunded. This is the case in any event if:

  • the protective film has been removed and the panel can therefore no longer be sold as new;
  • the panel has been installed, glued, drilled or otherwise worked on;
  • there are scratches, dents, stains or other damage to the veneer, felt or MDF;
  • the original packaging is missing or so damaged that the product can no longer be sold as new.

If a product can no longer be sold, the diminished value may amount to the full purchase price.

3. Excluded from returns

The following products cannot be returned:

  • Custom work: panels that have been cut to size at your request or fitted with cut-outs, for example for sockets;
  • Installed products: panels and accessories installed by Melora or by yourself;
  • Services: measuring, call-out fees and installation, once the service has been fully performed with your consent.

4. Registering a return

  1. Within 14 days of receipt, send an email to info@meloraluxury.com with your order number and the products you wish to return. You may also use the model withdrawal form for this (see the bottom of this page).
  2. You will receive a confirmation from us with the return address and packing instructions.
  3. Pack the products carefully in the original box. Panels damaged during return transport due to insufficient packaging fall under diminished value.

We cannot process returns that have not been registered in advance.

5. Return costs

The costs of sending items back are at your expense. Because of their size (up to 3 metres long), our panels cannot be sent by regular post. If you wish, we can arrange the return transport for you; you will be informed of the costs in advance with the confirmation of your return registration.

6. Refund

After receiving your withdrawal, we will refund the purchase price, including the standard shipping costs of your original order, within 14 days. We may withhold the refund until we have received and inspected the products. Any diminished value will be deducted from the amount to be refunded.

The refund is made using the same payment method you used for your order.

7. Damage on delivery or wrong product

Please check your order immediately upon receipt. Is a box visibly damaged? Then note this with the carrier and take photos. Is a product damaged, defective or delivered incorrectly? Please report this within 48 hours of receipt, with photos, via info@meloraluxury.com.

In that case, we will arrange a replacement or refund free of charge. Your statutory rights regarding a defective product always remain in force.

8. Business customers

There is no statutory right of withdrawal for orders placed by businesses. Returns are only possible with Melora's written permission, within 14 days of delivery and only if the products are unopened, in the original box and with the film intact. Return costs are borne by the customer. Custom work is always excluded.

9. Contact

Melora Luxury Essentials
Chamber of Commerce (KvK): 42128413 · VAT: NL005519322B69
info@meloraluxury.com

Model withdrawal form

Only complete and return this form if you wish to withdraw from the contract.

To: Melora Luxury Essentials
Email: info@meloraluxury.com

I/We* hereby give notice that I/We* withdraw from my/our* contract for the sale of the following goods: [description of goods]* / for the provision of the following service: [description of service]*.

Ordered on*/received on* [date of order for services or receipt for goods]:
Order number:
Name(s) of consumer(s):
Address of consumer(s):
IBAN account number:
Signature of consumer(s) (only if this form is submitted on paper):
Date:

* Delete as appropriate or fill in as appropriate.