Return & Exchange Policy

At MelSyd, officially operated by MXD AUSTRALIA PTY LIMITED, we stand behind the craftsmanship of our footwear featuring Dual Cloud-Cushioning and 30mm Arch-Support technology. If you are not perfectly satisfied with your purchase, we provide a transparent and fair process aligned with global e-commerce standards.

1. 30-Day No-Reason Returns & Exchanges

In accordance with our commitment to customer satisfaction, we accept returns for both defective and non-defective products for any reason within 30 days of delivery.

• Condition: To be eligible for a return, items must be in new or like-new condition (unworn, unwashed) and in their original packaging with all tags attached.

• Exclusions: Final sale items and gift cards are non-returnable.

2. 6-Month Quality Assurance (Total 180 Days)

Our commitment to quality extends far beyond the standard window. We provide a 180-day comprehensive assurance against manufacturing defects.

• Structure: This 6-month period encompasses your initial 30-day return window and adds an additional 5 months of extended protection to ensure your peace of mind.

• Solutions: Depending on the nature of the issue, we offer the following at no cost:

• Professional Repair: For minor issues (such as stitching unraveling) that do not affect structural integrity.

• Full Replacement: For significant defects that cannot be repaired (such as sole separation or material failure).

• Coverage: This covers sole separation, structural stitching failure, and hardware defects (zippers, eyelets).

3. Processing & Refund Timelines

We prioritize quick resolutions through our dedicated logistics team:

• Inspection & Refund Processing: Once your item arrives at our Houston hub, our quality control team will inspect the product within 1 to 3 business days. Approved refunds will be credited back to your original payment method within 7 business days. We guarantee that the entire return processing and refund issuance window will be completed within a maximum of 10 days, aligning perfectly with our backend commitment.

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4. Return Shipping & Fees

• Return Labels: MelSyd provides free pre-paid return shipping labels (Download and Print) for all authorized returns within the 30-day window.

• Restocking Fee: We charge $0 restocking fees for all returns.

• Method: All returns must be submitted through our “START A RETURN / EXCHANGE” portal on our website. Once authorized, you will receive a pre-paid shipping label to send your items via mail to our designated US facility.

5. How to Start Your Return or Exchange

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

1. Access the Portal: Click the “START A RETURN / EXCHANGE” button on our portal page.

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

3. Select Your Request:

   • Choose Refund for standard 30-day returns.

   • Choose Exchange for size swaps or 6-Month Quality Assurance claims.

4. Describe & Upload: Briefly explain the issue in the Message / Details box and click + ADD PHOTO to upload 2 to 3 clear photos of the item (Max 8MB per photo).

5. Submit: Click SUBMIT REQUEST. Our team will review your case and provide your authorization within 24-48 business hours.

6. Contact & Business Identity

• Company: MXD AUSTRALIA PTY LIMITED

• Brand: MelSyd

• Email: info_support@melsyd.com

• Phone: +852 4748 8175 (Mon-Fri, 9:00 AM – 5:00 PM HKT)

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