At MelSyd, owned and operated by MXD AUSTRALIA PTY LIMITED, we take immense pride in the craftsmanship of our footwear. Whether you are wearing our signature Dual Cloud-Cushioning line or our ergonomic arch-support boots, we are dedicated to ensuring your comfort.

To provide the most precise, transparent, and fair service to our customers, our 6-Month (180-Day) Quality Assurance is divided into two distinct phases:

Phase 1: The First 30 Days (Full Return & Exchange Guarantee)

If a quality issue or manufacturing defect is discovered within the first 30 days of delivery, we offer an expedited resolution process:

• Your Options: You may choose a Full Refund or a Brand-New Replacement.

• Shipping Costs: MelSyd covers 100% of the costs. We will provide a pre-paid return shipping label, so you pay absolutely nothing out of pocket.

Phase 2: Day 31 to Day 180 (Repair & Replacement Service)

If a non-artificial manufacturing defect (such as sole separation or structural stitching failure) occurs after your first month but within 180 days of purchase, our extended warranty kicks in:

• Your Options: We will evaluate the issue at our Houston hub. For minor issues, we provide Professional Repair. For significant structural failures that cannot be repaired, we will issue a Free Replacement. (Note: Refunds are not available in this phase).

• Shipping & Service Costs: MelSyd continues to cover the repair fees and the shipping costs associated with returning the item and sending the repaired/replacement pair back to you.

What is Considered a “Non-Artificial Defect”?

Our guarantee strictly covers manufacturing and material defects. To maintain fairness, this warranty does not cover:

• Normal wear and tear (e.g., natural scuffing or flattening of sheepskin).

• Damage caused by improper care, machine washing, or harsh chemicals.

• Artificial damage (e.g., cuts, burns, animal damage, or deliberate modifications).

Processing & Refund Timelines

We value your time and process all claims locally through our Houston logistics hub:

• Inspection Period: Once your item arrives at our facility, please allow 1 to 3 business days for our quality control team to inspect the product and authorize the resolution.

• Refunds (Phase 1 Only): If a refund is authorized during the first 30 days, the funds will be credited back to your original payment method within 7 business days.

How to Start Your Claim

To ensure the fastest service, please use our secure online portal to submit your request.

1. Access the Portal: Click the “Start 6-Month Quality Assurance“ button above to open the request form.

2. Verify Your Purchase: Enter your Order Number and the Email Address used for the purchase.

3. Select Your Request:

   • Under Request Type, choose either Refund (for Phase 1: 30-Day guarantees) or Exchange (for Phase 2: Repairs & Replacements).

   • Under Reason for Request, select “6-Month Quality Assurance” from the dropdown menu.

4. Describe the Issue: Briefly explain the problem in the Message / Details box.

5. Upload Evidence: Click the + ADD PHOTO button to upload 2 to 3 clear photos showing the defect. (Note: Uploading clear photos significantly speeds up the process. Max 8MB per photo).

6. Submit: Click SUBMIT REQUEST.

Once submitted, our quality control team will review your case and reply with your authorization and Houston return address within 24-48 business hours.

Business Identity:

Business Identity: MXD AUSTRALIA PTY LIMITED

RM A5, 7/F, Astoria Building, 34 Ashley Road, Tsim Sha Tsui, Hong Kong

Returns Hub (USA): 11217 Telephone Rd A100, Houston, TX 77075-4525 US