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Shipment Information and Return Policy

 

Last Updated: 18.05.2026 

1. Shipping Information

Thank you for purchasing MelonFrame. Our goal is to get your E-ink frame to you as safely and smoothly as possible. Please review the details below regarding delivery times and customs for your region.

🇨🇭 Shipping to Switzerland

  • Standard shipment: Swiss Post (PostPac Economy)

  • Delivery Time: 2–3 Business Days

  • Cost: CHF 7.5

  • Origin: Shipped directly from our local warehouse in Zurich.

  • Taxes: VAT is included in the price you pay at checkout.

🇪🇺 Shipping to the European Union

  • Standard shipment

  • Delivery Time: 7–12 Business Days

  • Cost: EUR 11

  • Origin: Shipped from our international manufacturing partner.

  • No Hidden Fees Guarantee: VAT is included in the price you pay at checkout. No customs invoices or extra handling fees will be charged at your door. The package will be delivered directly to your address like a local shipment.

🇳🇴 Shipping to Norway

  • Standard shipment

  • Delivery Time: 7–12 Business Days

  • Cost: EUR 11

  • Origin: Shipped from our international manufacturing partner.

  • Customs & Import Duties: VAT is not included in the price you pay at checkout. As Norway is outside the EU, your order will be subject to Norwegian import VAT (typically 25%) and customs clearance fees upon arrival. You will be responsible for paying these charges directly to the courier or customs authority before the package can be delivered.

2. Order Processing

  • Processing Time: All orders are processed within 1–2 business days.

  • Tracking: You will receive a confirmation email with your Tracking Number as soon as your package is dispatched. (Note: Tracking information for EU orders may take 24–48 hours to update initially).

  • Split Shipments: To ensure the fastest delivery and strictly comply with customs regulations, orders containing multiple items may occasionally be shipped in separate packages. You will receive tracking numbers for each package.

  • Address Accuracy: Please ensure your shipping address is correct at checkout. We cannot redirect orders once they have been dispatched.

3. Returns and Refunds We want you to be completely satisfied with your purchase. Important: Please do not ship your item back without contacting us first. We have return addresses in both Switzerland and the European Union, and we need to provide you with the correct one based on your location.

A. EU/EEA 14-Day Statutory Right of Withdrawal If you are a consumer residing in the EU or EEA, you have a legal right to withdraw from your purchase within 14 days of receiving the product, without giving any reason.

  • Inspection: You may open the packaging and inspect the product to establish its nature, characteristics, and functioning (similar to how you would in a physical store).

  • Refund: If returned within 14 days, you will receive a full refund of the product price plus the standard outbound shipping costs you originally paid to receive the item.

  • Diminished Value: If the product has been used beyond what is necessary to inspect it, we reserve the right to deduct a proportional amount for diminished value.

  • Return Shipping: You are responsible for paying the cost of returning the item to us.

B. Our Voluntary 30-Day Return Policy (All Regions) In addition to statutory rights, we offer a voluntary 30-day return policy for all customers (or for EU customers who wish to return an item between days 15 and 30). Because we are a small business, strict guidelines apply:

  • ✅ Unopened & Sealed: If the item is returned in its original, unopened packaging with all factory seals intact within 30 days, you will receive a 100% refund of the product price.

  • ⚠️ Opened but Unused: If the packaging has been opened, but the device remains strictly unused and in perfect condition (no scratches, no signs of use, all original packaging and accessories included), your refund will be issued minus a 15% restocking & inspection fee.

  • ❌ Used Items: We cannot accept voluntary returns for items that have been used, activated, installed, or show any signs of wear. Used items are non-refundable under this voluntary policy.

  • 📦 Shipping Costs: Under this voluntary policy, you are responsible for paying all return shipping costs. Additionally, the original outbound shipping costs you paid at checkout are non-refundable.

C. Defective or Damaged Items (Warranty) If your frame develops a technical fault within the warranty period, we are committed to fixing it.

  • Remedy: We prioritize repairing the device. If a repair is not possible, we will replace it. A refund is only issued if neither repair nor replacement is possible.

  • 🇨🇭 Swiss Customers (Bring-In Warranty): You are responsible for the shipping costs to send the defective unit to our Zurich return address. We will cover the cost of shipping the repaired/replaced unit back to you.

  • 🇪🇺 EU Customers: In compliance with EU statutory warranty regulations, we will provide a prepaid shipping label for warranty returns to our EU service partner free of charge, or refund your shipment cost based on your receipt.

4. How to Start a Return

  1. Email us at melonframe@melonautomation.com with your Order Number and clear photos of the item’s condition.

  2. Wait for Approval: We will review your request. If approved, we will send you the correct return address for your region (Zurich for CH, or our EU service partner for EU/NO).

  3. Inspection: Once received, our team will inspect the item. Note: If an item returned under our voluntary policy is found to be used despite being declared "unused," we reserve the right to refuse the refund and return the item to you at your expense.

  4. Refund Processing: Once your return is inspected and approved, your refund will be processed to your original method of payment within 5–10 business days.