Returns & Refunds
Returns & Warranty Policy
Transparent policies for both Consumer (B2C) and Business (B2B) clients.
14-Day Statutory Right of Withdrawal
Individual buyers have the right to withdraw from the contract within 14 calendar days from delivery without giving any reason.
- Full refund applies to factory-new, unused equipment.
- Items must be returned in original, undamaged packaging.
- Buyer covers direct return shipping costs to Poland.
12-Month Commercial Warranty
Commercial sales are backed by a 12-month manufacturing warranty. Standard commercial sales do not carry a 14-day voluntary return policy.
- Covers manufacturing defects on technical components.
- Excludes natural wear of consumable parts (stones, belts, scrapers).
- Remote technical diagnosis & rapid RMA spare parts dispatch.
How to File a Claim or Return (RMA Process)
Submit Request
Email support@melangers.eu with your Order ID, detailed description, and photos/video of the issue.
Technical Evaluation
Our engineering team reviews your claim within 24–48 hours to determine if it requires remote parts dispatch or physical inspection.
Authorization & Resolution
Once approved, you will receive an RMA number along with shipping instructions to send the item to our service facility in Poland.
Refund Policy & Processing Times
Once your returned item or cancelled order is processed, refunds are issued according to the following strict guidelines:
How Refunds Are Issued
Refunds are always credited back using the original payment method used during checkout (PayPal account or direct SEPA Bank Transfer). For security reasons, we cannot issue refunds to third-party accounts.
Processing Timeline
Once the returned package is received and inspected at our Polish warehouse, your refund will be processed within 5–7 business days (and no later than the statutory 14 days).
Important Refund Conditions:
- Original Shipping Costs: For valid statutory Consumer (B2C) returns, standard initial delivery fees are refunded. Return shipping costs back to Poland remain the buyer's responsibility.
- Value Deductions (Food Safety & Usage): If a returned machine shows signs of usage with food/chocolate, missing components, or transit damage caused by poor packaging, a partial refund will be issued reflecting the diminished value of the item.
- B2B Restocking & Cancellations: Orders cancelled by Business (B2B) clients after dispatch or approved B2B commercial returns may be subject to a standard 10–15% restocking fee to cover warehouse and re-inspection costs.
Important Food Hygiene Notice
Due to strict EU food safety standards, melangers, stone refiners, and accessories that have been used to process cocoa beans, chocolate mass, or other food items cannot be accepted for a full refund under statutory withdrawal. Handling equipment beyond what is necessary to inspect its nature and function results in a diminished product value.