Returns and refunds policy
Effective August 2026. Clear guidelines for returns, exchanges, and refunds on orders placed with Melly's.
1 Prepared food and beverages
All hot meals, saj, snacks, and freshly prepared drinks from our Cafe and Kitchen are made to order.
Freshly prepared food and drinks cannot be returned or refunded once prepared and delivered, unless the items arrived incorrect, damaged, or spoiled.
2 Market and grocery items
Unopened and shelf-stable packaged grocery items from our Market may be returned or exchanged within 24 hours of delivery.
Items must remain sealed in their original manufacturer packaging. Perishable groceries such as fresh dairy or produce cannot be returned once delivered in good condition.
3 Damaged or incorrect orders
If any item is missing, incorrect, or damaged upon delivery, please notify our team within 24 hours of receiving your order.
Please provide your order reference number and a photo of the affected items to help us resolve the issue quickly.
4 Order cancellations
Orders can only be modified or cancelled before preparation in our Kitchen or packaging in our Market begins.
To request an urgent cancellation, call our team immediately on +961 70 999 218.
5 Refund processing
Approved refunds and adjustments are processed promptly through one of the following methods:
- Whish Pay reversal directly back to your wallet for digital payments.
- Cash reimbursement or order credit for cash transactions.
- Immediate replacement dispatch for missing or damaged items when possible.
6 Contact us
If you need assistance with a return or refund, please reach out to our customer support:
- Store location: Melly's, Hamra, Beirut, Lebanon
- Phone: +961 70 999 218
- Email: support@mellyslb.com