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Returns, etc.

The Meluna USA Guarantee: 

If your first Meluna USA cup ends up not being your perfect fit, we offer a replacement at 40 percent off !

With MeLuna brand cups we know we can change everything about it in your next cup! You don't have to start over from scratch in yet another brand. We can make it taller, shorter, wider, narrower, firmer, softer and so on. And with the MeLuna Customer Service Commitment we will be there for you even after the sale including troubleshooting as well as a 40% off coupon code on your follow up menstrual cup, if your first MeLuna was not your Goldilocks.

Getting the 40% discount on your second MeLuna is easy. For more details on the program, click here.

 

Returns - the standard policy

Returns are possible only in sealed, unopened package. Returns for refund are accepted within 60 days of placing the order. If your order date is March 1st for example your last day to mail the unopened cup back to us is May 1st.

PLEASE NOTE: CUPS WHOSE SEAL HAS BEEN TAMPERED WITH ARE NOT ELIGIBLE FOR RETURN. RETURNED CUPS WITH TAMPERED SEALS WILL BE RETURNED TO YOU.

Please include your invoice in the return and ship to:


MeLuna USA
ATTN: Returns
131 Palo Verde
Floresville, TX 78114
 

What is refundable/ What is not refundable?

You will receive a refund for the returned product. You will not receive a refund on shipping cost since that cost has already been used to pay the postal service to deliver the package to you.

How does it work?

Please allow up to 3 business days for processing of your refund after the package has been received. Since we are a small family business we do close for holidays and weekends.

IMPORTANT: Please return items you want to receive refunds for in a sturdy box so that they survive shipping unharmed. Items that arrive damaged because they were shipped in bags and crushed in transit back to us can not be accepted for refund. Items that have been opened before being returned will not be accepted for refund. Items that do not meet refundability criteria will be returned to you.

Delivery confirmation is sufficient in case your package gets lost. Please do not send anything via signature confirmation. Signature confirmation packages result in having to make a 30 mile round trip to the post office just to retrieve your return.

Please include your invoice in the return and ship to:


MeLuna USA
ATTN: Returns
131 Palo Verde
Floresville, TX 78114
 

Cups that are returned, but do not meet the above criteria, will be returned to sender. Items that meet the above criteria are refunded in the amount of the original purchase price.

Used cups: If you are not completely delighted with your first choice of MeLuna Cup, we are happy to trouble shoot with you and if necessary help you determine a better fitting option. We offer a 35% discount code to existing customers that would like to switch model/size/etc.

The link to request your discount is here

 

Returns - with purchase of Money Back Insurance 

For customers, who chose to purchase the Money Back Insurance during the purchase of their cup, return of opened/tried on cups is possible. The return window with the Money Back Insurance is 60 days to give you adequate time to try the cup. Once we receive the cup we will issue a refund for the purchase price of the cup. No refunds are given on shipping cost or the Money Back Insurance. You can find the Money Back Insurance option here.

During the first 30 days MeLuna USA will even provide a free return label for you for your sealed/unopened items for return. You can access it here: Returns Portal

Please kindly return used cups in a sanitary manner. Do not send anything via signature confirmation. Delivery confirmation is sufficient in case your package gets lost. 

Please include your invoice in the return and ship to:


MeLuna USA
ATTN: Returns
131 Palo Verde
Floresville, TX 78114
 
We are happy to trouble shoot with you and help you determine a better fitting option. In lieu of a refund we will provide one free replacement

 

Exchanges

To ensure accurate record keeping for the FDA we do not offer exchanges for different models once the order has been processed and shipped. All exchanges of shipped orders are processed as returns and a new order would have to be placed separately.

 

Replacements for Defects

We gladly replace a MeLuna that has not met our expectations of quality and longevity. We will issue a new cup of the same size, model, color etc. once we receive the defective cup back. These instances are extremely rare but we are here for you, if it occurs!

For accurate record keeping for the FDA we may ask you a number of questions in regards to your cup use and care routine so that we can include that information in the documentation for the FDA.

To file a product complaint report please visit the Product Report Page

 

Shipping

Please note that shipping speed is separate from processing time. For example we are closed over the weekend. If you order on a Saturday, your order will be processed Monday. It will enter the mail stream Tuesday. Shipping time will therefore be calculated with Tuesday as the start date, not Saturday.

 

We try to keep costs low by offering First Class Shipping.

 

All packages are automatically shipped with Tracking and Delivery Confirmation. There is no extra charge for this service.

Once the postal service marks your package as delivered we consider our part of the transaction completed.

  • If the address we shipped to is the address given by the customer and the package is not marked as delivered after an extended period of time by the postal service, we would consider the package lost in transit and we will ship a replacement at no cost to you.
  • If the address we shipped to is the address given by the customer and the package is marked as delivered by the postal service, we consider the transaction fulfilled. If by chance your package is marked delivered, but stolen or mis-delivered we generally do not offer a replacement. In cases like these we do issue a special coupon code should you choose to place a replacement order for a stolen package. Please contact us for the code, should your package be marked delivered but has been stolen after delivery.
  • If the address we shipped to is incorrect due to an error on our side and does not match the address given by the customer, we will of course dispatch a replacement at no cost to you to the correct address.

If the package can not be delivered due to insufficient address:

  • We will attempt to contact you to arrange for redelivery. We will cover the cost of the second shipment as a courtesy. We will need an updated, deliverable address to reship.
  • If we are unable to reach you, we will refund the purchase price only (since the shipping fee was used during initial shipment)

*extended period of time= 18 days after shipping for first class; 9 days after shipping for Priority