Refunds & Returns Policy

Last updated: 25 June 2026

This policy explains returns, refunds, cancellations, defective products, custom NFC card production, and digital edit-access renewals for purchases made through Cool Melon.

This page is a strong baseline for EU/Greece consumer-facing e-commerce, but it should be reviewed by a qualified professional before final production use.

1. 14-Day Right of Withdrawal

If you are a consumer buying online in the EU, you generally have the right to withdraw from a distance purchase within 14 calendar days without giving a reason. For goods, the period normally starts from the day you receive the goods. For services/digital services, the period normally starts from the day the contract is concluded.

To exercise withdrawal, contact us within the withdrawal period at replace-with-your-email@example.com with your order number and a clear statement that you wish to withdraw.

2. Important Exceptions

The right of withdrawal may not apply, or may be limited, in certain cases allowed by law, including goods made to the consumer’s specifications or clearly personalized, such as custom printed cards using your logo, name, brand, artwork, QR code, NFC destination, or other custom details.

Digital content or digital services may also be treated differently where performance has begun with the customer’s prior consent and acknowledgement that withdrawal rights may be affected.

3. Before Production Starts

If you cancel before custom design, programming, or production has started, we will normally refund the eligible amount paid, excluding any non-refundable payment processing or work already started where legally permitted.

4. After Design, Programming, or Production Starts

Once custom design, NFC programming, QR/profile setup, or production has started, cancellation and refund options may be limited because the product/service is personalized to your order. If we can stop production before costs are incurred, we will try to offer a fair solution.

5. Defective, Damaged, or Incorrect Products

If your order arrives defective, damaged, or materially different from what was approved/ordered, contact us as soon as possible with your order number, a description of the issue, photos or video, and any relevant delivery/package information.

Where a product is defective or incorrectly supplied, we may offer repair, replacement, reprint, reprogramming, partial refund, or refund according to applicable law and the circumstances.

6. NFC Functionality Issues

NFC functionality can be affected by device compatibility, phone settings, operating system behavior, cases/accessories, network availability, and how the card is tapped. If NFC does not work as expected, contact us so we can test the card destination, QR fallback, profile URL, and programming status.

7. Digital Profiles and Edit Access Renewals

Renewal products extend dashboard edit access for an existing NFC project. If a renewal is purchased and has not yet been applied to a project, contact us promptly. Refunds for renewal/edit-access products may be limited once edit access has been unlocked, extended, or used, subject to applicable consumer law.

8. Return Shipping

When a return is accepted, we will provide instructions. Unless the product is defective, damaged, incorrect, or otherwise covered by mandatory law, customers may be responsible for return shipping costs.

9. Refund Method and Timing

Approved refunds are normally made to the original payment method. Timing depends on the payment provider and bank. We may wait until returned goods are received or until you provide proof of return shipment, where permitted by law.

10. Non-Returnable Situations

Refunds or returns may be refused where the product was custom-made/personalized and is not defective, the issue was caused by incorrect customer-provided data or approved artwork, the product was damaged by misuse or unauthorized modification, or the request is outside the applicable legal/policy period and no mandatory legal remedy applies.

11. Legal Guarantees

This policy does not limit mandatory legal guarantee rights for consumers under applicable EU or Greek law. If a product is defective or not in conformity with the contract, you may have additional legal remedies.

12. Contact for Returns and Refunds

Contact: replace-with-your-email@example.com

Please include your order number, the email used at checkout, and a clear description of the issue.