Returns & replacements
30-day return policy
We want you to be entirely happy with your jars. We offer a 30-day return policy on every unopened jar in its original condition. If a honey or mead does not suit you, you can return it within 30 days of delivery for a full refund or exchange.
Whether you changed your mind, hesitated between two harvests or chose the wrong gift, we are here for you. One exception: an opened jar cannot be returned for change of mind — but if it is faulty (off-aromas, broken seal, crystallization issues outside the norm), we will replace it free of charge.
How to initiate a return
Initiating a return is simple. Follow these steps:
Sign in to your account
Go to “My orders” and select the order containing the items you wish to return.
Select the items to return
Choose the items and a reason. This helps us improve our products and our service.
Print your return label
Download and print the prepaid return label. Attach it securely to your parcel.
Drop off your parcel
Drop your parcel at an authorised carrier point. Keep your receipt for tracking.
No account? No problem. Write to our customer service at contact@mellra.com with your order number and we will help you process the return.
Refund process
Once your returned items reach the apiary, our team inspects them and processes your refund within 3 to 5 working days. Refunds are issued to the original payment method used at checkout.
| Payment method | Refund time |
|---|---|
| Credit / debit card | 3 to 5 working days after processing |
| PayPal | 1 to 2 working days after processing |
| Bank transfer | 5 to 7 working days after processing |
| Klarna | 3 to 5 working days after processing |
You will receive an email confirmation once your refund is processed. Please note that your bank or card issuer may take additional time to credit the refund to your account.
Exchange policy
Want a different honey, a different mead or another harvest year? Exchanges are simple, on any unopened jar. You have two options:
- Direct exchange: select “Exchange” when initiating your return and pick the new jar. The replacement is dispatched as soon as your return arrives in Forcalquier.
- Return & new order: return the original jar for a full refund and place a new order for the one you want. The simplest option if you want to receive the new jar without waiting for the return to clear.
For exchanges, if the new jar is more expensive, the difference will be charged. If it is less expensive, we refund the difference to your original payment method.
Return conditions
To ensure a smooth return, please make sure your jar meets the following conditions:
- The jar must be unopened, with the wax-paper seal intact
- Returns must be initiated within 30 days of delivery
- The jar must be returned in its original packaging where possible
- The label and harvest number must be legible
Non-returnable items
Certain items cannot be returned, because they are personalised or perishable beyond a returned shelf-life:
- Opened jars (unless faulty)
- Custom gift orders with engraved wooden lids
- Fresh bee pollen and raw propolis once opened
- Gift cards
If you received any item with a fault — including in these categories — please contact us immediately. We will arrange a free replacement or refund.
Damaged or defective items
Received a jar that arrived broken or off? We are sorry. Please contact us within 14 days of receipt with:
- Your order number
- Photographs of the damage or fault
- A short description of the issue
We will arrange a free return and dispatch a replacement, or issue a full refund — whichever you prefer. No shipping cost for faulty items.
Need help?
Our customer service is here for any question about returns or exchanges. Contact us:
- Email: contact@mellra.com
- Telephone: +33 4 92 70 22 40 (Mon-Fri, 9h00-18h00 CET)
- Live chat: available on our website during office hours