Shop Policies

Newlabel’s Shop Policies

The marketplace of Supermelon consists of independent sellers. These sellers are responsible for their shops and their policies. Supermelon sellers have the freedom to choose how they want to handle returns, exchanges, and refunds. As a Supermelon buyer, this is extremely important, because it means that these policies will differ from one shop to another. Please note that for items purchased through the Supermelon fulfillment shop, the Supermelon policy will apply. (It's your responsibility as a customer to find, read, and understand the return policy of any shop that you choose to do business with. To see this information, navigate to the shop's homepage, and click on the "Policies" link at the top of the page.If, after reading the shop policy, you find that you still have questions about returns, refunds, or exchanges, you should reach out directly to the seller. It's a good idea to get clarification on anything you don't understand before making a purchase. The Supermelon Messages Center allows you to get in touch with a seller quickly.)

1. Initiating a return for an item you've purchased

We want returns to go smoothly for both buyers and sellers. To ensure that the process is as hassle-free as possible, always make sure you have an explicit return agreement with the seller before you send back an item that you've purchased.

These are the key features of a return agreement:

The seller agrees, either through a conversation in the Message Center or through the Supermelon case system, that they will accept the return.
The seller provides a return shipping address.
The seller sets a timeframe for when they expect to receive the item from the buyer. The buyer and seller mutually agree on whom, between them, will be expected to pay for the shipping of the returned item.
For all returns, we strongly recommend that the buyer retains the tracking number, postal receipt, and other documentation of the return shipment until the seller confirms that they've received the item and that the refund has been processed (or the replacement item sent). This documentation can be necessary if any further action is needed.

If you have additional questions about refunds and returns, feel free to browse these articles from our Help Center:

Canceling a Purchase
Contacting a Seller
Finding Your Refund

2. Problems with a purchase

Each Supermelon seller is wholly responsible for their shop and the items they sell. Because of this, Supermelon has no direct involvement with any transaction between individual buyers and sellers.
If any issues arrive while doing business with one of our vendors, we recommend trying to solve the problem directly with your seller before turning to Supermelon support. Sellers will be the key points of contact for issues such as non-delivery of a purchased item, or an item arriving not as described. Because transactions are between sellers and buyers (not Supermelon), we are not able to immediately issue refunds. Sellers, however, can issue immediate refunds.

We encourage buyers and sellers to find a mutually agreeable resolution to any issues that arise. However, we understand that this may not always happen, and we're not able to guarantee that buyers and sellers will be able to reach an agreement. Because of this, we offer a case system.

If you become involved in a dispute over a Supermelon transaction, you can open a case. However, please note that the case system doesn't handle all potential issues, so your specific dispute may not be eligible for mediation.

For more information, please take a look at these articles from our Help Center:

Report a Problem with an Order
Buyer Case Resolution
Why Can't I Open a Case?

Canceling a Sale:

As a rule, only sellers can cancel a Supermelon sale. The only exception is if you, as the buyer, cancel the order within 30 minutes of making the purchase. If you cancel an order within 30 minutes, you'll receive a full, immediate refund. Outside of this 30-minute window, you will need to get in touch with the seller to cancel the sale.

3. Canceling an order

Before you, as the seller, initiate the cancellation of an order, please make sure that your transaction meets all the Supermelon cancellation policies' requirements. If you find that you're not able to complete a transaction that has already been processed, notify the buyer immediately through the Messages Center. We recommend that you do this before canceling your order.

Follow these steps to cancel an order:

a. Once on the homepage, click on "Orders."
b. Click on "Browse the products in your history."
c. Click on "Cancel or return item."
d. Provide all required details regarding the cancellation. Click "Submit."

Please note that if the item comes from a third-party supplier, the return or cancellation will process according to the third-party supplier's policies. If the item was purchased through the Supermelon fulfillment center, the Supermelon return policy would apply.

Cancellations are processed after a 48-hour holding period.

Once the cancellation has processed, the order will appear under the "Complete" tab in your Orders & Shipping.

4. Contact

If you have any questions, please feel free to contact Supermelon's support team or visit our help center.