Legal Information

×

Privacy Policy

Last Updated: July 29, 2026

1. Introduction

Meltrose ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website and make purchases from our online store.

2. Information We Collect

Personal Information: When you make a purchase, we collect your name, email address, billing address, shipping address, phone number, and payment information (processed securely through our payment processor).

Automatically Collected Information: We automatically collect certain information about your device, including your IP address, browser type, operating system, referring URLs, and information about your usage of our website through cookies and similar technologies.

Order Information: Details about the products you purchase, including product names, quantities, and prices.

3. How We Use Your Information

We use the information we collect to:

• Process and fulfill your orders
• Communicate with you about your orders, including order confirmations and shipping updates
• Respond to your inquiries and provide customer support
• Send you marketing communications (with your consent)
• Improve our website and customer experience
• Detect and prevent fraud
• Comply with legal obligations

4. Information Sharing and Disclosure

We do not sell your personal information. We may share your information with:

• Service Providers: Third-party companies that help us operate our business (e.g., payment processors, shipping companies, email service providers)
• Legal Requirements: When required by law or to protect our rights
• Business Transfers: In connection with a merger, sale, or acquisition of our business

5. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your browsing experience, analyze website traffic, and personalize content. You can control cookies through your browser settings.

6. Data Security

We implement appropriate technical and organizational security measures to protect your personal information. However, no method of transmission over the internet is 100% secure.

7. Your Rights

Depending on your location, you may have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your information
• Object to or restrict certain processing of your information
• Withdraw consent for marketing communications

8. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required by law.

9. Children's Privacy

Our website is not intended for children under 16 years of age. We do not knowingly collect personal information from children.

10. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place for such transfers.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last Updated" date.

12. Contact Us

If you have questions about this Privacy Policy, please contact us at:
Email: privacy@meltrose.com

×

Terms of Service

Last Updated: July 29, 2026

1. Acceptance of Terms

By accessing and using the Meltrose website and purchasing our products, you accept and agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our website or services.

2. Changes to Terms

We reserve the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting. Your continued use of the website after changes constitutes acceptance of the modified terms.

3. Use of Website

You agree to use our website only for lawful purposes and in accordance with these Terms. You agree not to:

• Use the website in any way that violates applicable laws or regulations
• Engage in any conduct that restricts or inhibits anyone's use of the website
• Attempt to gain unauthorized access to any portion of the website
• Use any automated system to access the website
• Transmit any viruses, malware, or harmful code

4. Account Responsibilities

If you create an account on our website, you are responsible for:

• Maintaining the confidentiality of your account and password
• All activities that occur under your account
• Notifying us immediately of any unauthorized use
• Providing accurate and current information

5. Product Information

We strive to provide accurate product descriptions and images. However, we do not warrant that product descriptions, images, or other content is accurate, complete, or error-free.

6. Pricing and Availability

All prices are in Swiss Francs (CHF) and are subject to change without notice. We reserve the right to limit quantities and discontinue products at any time. We are not responsible for pricing errors.

7. Orders and Payment

By placing an order, you represent that you are at least 18 years old and legally capable of entering into binding contracts. We reserve the right to refuse or cancel any order for any reason.

8. Intellectual Property

All content on this website, including text, graphics, logos, images, and software, is the property of Meltrose and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or create derivative works without our written permission.

9. User Content

If you submit reviews, comments, or other content, you grant us a non-exclusive, royalty-free, perpetual license to use, reproduce, and display such content.

10. Limitation of Liability

To the fullest extent permitted by law, Meltrose shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of your use of our website or products.

11. Indemnification

You agree to indemnify and hold Meltrose harmless from any claims, damages, or expenses arising from your use of the website or violation of these Terms.

12. Governing Law

These Terms are governed by the laws of Switzerland. Any disputes shall be resolved in the courts of Switzerland.

13. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

14. Contact Information

For questions about these Terms of Service, please contact us at:
Email: legal@meltrose.com

×

Shipping Policy

Last Updated: July 29, 2026

1. Processing Time

Orders are processed Monday through Friday, excluding public holidays. Orders placed after 2:00 PM CET will be processed the next business day.

Standard Processing: 1-2 business days
Peak Season: Processing may take up to 3-5 business days during high-volume periods (holidays, promotional events).

2. Shipping Methods and Costs

Switzerland Domestic Shipping:

• Standard Shipping (Swiss Post): CHF 5.00 (5-7 business days)
• Express Shipping (Swiss Post Priority): CHF 10.00 (2-3 business days)
• Free Standard Shipping on orders over CHF 50.00

European Union Shipping:

• Standard Shipping: CHF 12.00 (7-14 business days)
• Express Shipping: CHF 25.00 (3-5 business days)

International Shipping:

• Available to select countries
• Rates calculated at checkout based on destination
• Delivery times vary by location (typically 10-21 business days)

3. Order Tracking

Once your order ships, you will receive a shipping confirmation email with a tracking number. You can track your package through the carrier's website.

4. Delivery

Delivery times are estimates and not guaranteed. We are not responsible for delays caused by:

• Customs clearance procedures
• Weather conditions or natural disasters
• Carrier delays
• Incorrect shipping address provided by customer

Note: Someone must be available to sign for the package. If no one is available, the carrier will leave a notice with pickup instructions.

5. International Orders

Customs and Duties: International customers are responsible for any customs duties, taxes, or fees imposed by their country. These charges are not included in our prices and are the responsibility of the recipient.

Customs Delays: International shipments may experience delays due to customs processing. We are not responsible for customs delays.

6. Incorrect Address

Please ensure your shipping address is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer. If the package is returned to us, we will contact you to arrange reshipment (additional shipping fees may apply).

7. Lost or Damaged Packages

If your package is lost or damaged during shipping:

• Contact us within 48 hours of the delivery date
• We will file a claim with the carrier
• Once the claim is approved, we will send a replacement or issue a refund

8. Undeliverable Packages

If a package is returned to us as undeliverable due to an incorrect address or failed delivery attempts, we will contact you. Reshipment will incur additional shipping charges.

9. Packaging

All candles are carefully packaged to prevent damage during shipping. Each candle is wrapped individually and secured in a protective box with cushioning material.

10. Order Modifications

Once an order is placed, we cannot guarantee modifications or cancellations. Please contact us immediately if you need to make changes. If the order has not yet been processed, we will do our best to accommodate your request.

11. Contact Us

For shipping inquiries, please contact us at:
Email: shipping@meltrose.com

×

Refund & Return Policy

Last Updated: July 29, 2026

1. Return Window

You have 30 days from the date of delivery to initiate a return. Returns requested after 30 days will not be accepted.

2. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

• Candles must be unused, unlit, and in their original condition
• Original packaging must be intact and undamaged
• Candles must not show signs of use (no soot, melted wax, or burned wick)
• All labels and safety information must be attached
• Proof of purchase (order number or receipt) must be provided

3. Non-Returnable Items

The following items cannot be returned:

• Used or burned candles (for health and safety reasons)
• Candles with damaged or removed packaging
• Sale or clearance items (marked as final sale)
• Gift cards
• Custom or personalized candles

4. How to Initiate a Return

To start a return:

1. Contact us at returns@meltrose.com within 30 days of delivery
2. Include your order number, reason for return, and photos of the items
3. We will review your request and provide return instructions
4. You will receive a Return Authorization Number (RAN)
5. Ship the items back to us using a trackable shipping method

Return Address:
Meltrose Returns
[Address will be provided with Return Authorization]

5. Return Shipping Costs

Customer Responsibility: Customers are responsible for return shipping costs, unless the return is due to our error (wrong item sent, defective product).

Recommended: Use a trackable shipping service and purchase shipping insurance. We are not responsible for returns lost in transit.

6. Refund Process

Once we receive and inspect your return:

• We will send you an email confirmation
• If approved, your refund will be processed within 5-7 business days
• Refunds will be issued to the original payment method
• Original shipping costs are non-refundable

Processing Time: Please allow 5-10 business days for the refund to appear in your account, depending on your bank or credit card company.

7. Partial Refunds

In certain situations, only partial refunds may be granted:

• Items with signs of use or damage
• Items returned more than 30 days after delivery
• Items without original packaging

8. Exchanges

We do not offer direct exchanges. If you would like a different product:

• Return the original item for a refund
• Place a new order for the desired product

Defective or Damaged Items: If you received a defective or damaged item, we will send a replacement at no additional cost.

9. Damaged or Defective Products

If you receive a damaged or defective product:

• Contact us within 48 hours of delivery
• Provide photos showing the damage or defect
• We will send a replacement or issue a full refund
• You do not need to return the damaged item unless requested

10. Wrong Item Received

If you receive the wrong item:

• Contact us immediately
• We will arrange for the correct item to be sent
• We will provide a prepaid return label for the incorrect item

11. Late or Missing Refunds

If you haven't received your refund after the stated timeframe:

• Check your bank account or credit card statement
• Contact your bank or credit card company (processing may take time)
• Contact us at returns@meltrose.com with your order details

12. Refusal of Returns

We reserve the right to refuse returns that:

• Do not meet our return eligibility criteria
• Are received after the 30-day return window
• Are sent without a Return Authorization Number
• Show signs of misuse or negligence

13. Contact Us

For return and refund inquiries, please contact us at:
Email: returns@meltrose.com
Response Time: Within 24-48 hours