Store Regulations & FAQ

STORE REGULATIONS

❗We are open everyday from 8am-5pm and Sundays 12-5pm. 

❗We stop processing orders by 5pm -Orders that come in after will be delivered next delivery day; no future orders

❗Scheduled location orders are processed until 11:00 am, and dispatch starts by 12:00pm.
Deliveries to scheduled locations will be processed strictly on their designated delivery days; Tuesdays, Thursdays and Saturdays

❗We do not take DM orders - All orders are taken only on our website 

❗All delivery orders are processed and delivered within a minimum of 4 hours AND Sales orders within a minimum of 48 hours in Lagos and  Abuja - Refund Policy

❗Any location not listed on the website is not covered by our dispatch team

❗No Order Customization - No ingredients can be removed

❗Carefully provide your correct shipping details and an active phone number (N2,000 Charges Apply for Updates) - Refund Policy

❗Extra packaging attracts N1,000 per extra

❗Carefully choose either Pickup OR Delivery - N1,000 Charges Apply for Update - Refund Policy

❗Riders will not wait more than 10 minutes at your location

❗Missed Delivery: N2,000 fee charge to return to factory & reschedule. We can deliver or you pickup - Refund Policy

❗Full delivery fee charged to redispatch - Refund Policy

❗For every order that’s returned, we need to remake the product, repackage, reprint slips, reschedule delivery etc. Don’t miss your delivery please

❗Complaints after 4 hours of receipt won’t be attended to - Refund Policy

MELONYPINE REFUND POLICY

Thank you for choosing MelonyPine. We take immense pride in crafting premium, fresh parfaits. Because our products are artisanal and freshly prepared, our operational framework is governed by strict quality, safety, and logistical protocols.

Please read this comprehensive Refund Policy (the "Policy") carefully before finalizing your purchase. By completing a transaction, executing a payment, or submitting an order with MelonyPine (hereafter referred to as the "Company," "We," "Us," or "Our"), you (the "Customer," "Client," or "You") explicitly acknowledge, understand, and agree to be legally bound by the terms, conditions, and exclusions articulated herein.

1. The Perishable Exception (No Change of Mind Refunds)

In strict accordance with standard statutory regulations and commercial legal exceptions governing highly perishable goods and consumable food products, Melonypine maintains a rigorous policy regarding order finality.

1.1 Freshness and Shelf-Life Constraints

Our parfaits are specially-crafted, unique, and composed of fresh, premium ingredients that possess an exceptionally limited, time-sensitive shelf life. To preserve safety and quality standards, these products are produced in a highly regulated, temperature-controlled facility up until the exact moment of dispatch.

1.2 Absolute Ban on Returns and Exchanges

Once an order has been officially fulfilled, processed, or has left our production facility, it is permanently rendered ineligible for return, refund, or exchange. We cannot accept returns under any circumstances due to the following reasons:

Contamination Risks: Food products removed from our custody cannot be verified for safety and pose health risks if reintroduced.

Inability to Resell: Spent or dispatched inventory cannot be restocked, repurposed, or resold to other consumers.

Subjective Preferences: Refunds, returns, or exchanges will not be granted for a simple change of mind, ordering mistakes, or personal taste preferences.

CUSTOMER ADVISORY: WE STRONGLY ENCOURAGE ALL CUSTOMERS TO METICULOUSLY REVIEW THEIR ORDER SELECTIONS, INGREDIENT COMPOSITIONS, QUANTITIES, AND DELIVERY SPECIFICATIONS PRIOR TO COMPLETING THEIR PAYMENT. ALL PROCESSED PAYMENTS ARE DEEMED A FINAL COMMITMENT TO PURCHASE.

2. Exceptions to Refund Rights (Customer Negligence & Misinformation)

MelonyPine is completely and unconditionally exempt from issuing financial reimbursements, store credits, or product replacements for any delivery delays, product spoilage, logistical failures, or related issues that arise directly or indirectly from customer error, negligence, or misinformation.

THE CUSTOMER ASSUMES FULL LIABILITY FOR THE ACCURACY OF THE DATA PROVIDED AT THE TIME OF CHECKOUT. Exceptions to your right to a refund or replacement occurs in scenarios including, but not limited to, the following:

Inaccurate Courier Routing: Providing an incorrect, partial, vague, or incomplete delivery address, postal code, or location marker.

Faulty Communication Channels: Providing an incorrect, inactive, or unreachable telephone number or email address that prevents logistics personnel from establishing contact.

Unavailability for Order Handover: Failure of the Customer (or a designated representative) to be physically present or available to receive the delivery from the dispatch rider at the designated address during the scheduled delivery window.

Improper Post-Delivery Storage: Any product spoilage, degradation, or melting that occurs after a successful delivery due to the customer's failure to immediately refrigerate or properly store the perishable parfaits.

3. Financial Deductions and Compassionate Cancellation Exemptions

In the event that a refund request is deemed eligible for processing under circumstances not restricted by Sections 1 and 2 of this policy, the financial disbursement shall be subject to the structural administrative fees outlined below.

3.1 Standard Administrative and Surcharging Fee

A deduction of 30% (thirty percent) will be subtracted from the gross total refund amount. This fee is non-negotiable and is strictly applied to offset the sunk operational costs incurred by the Company, which include:

·         The upfront procurement, allocation and utilization of fresh, perishable raw ingredients that cannot be salvaged.

·         Pre-allocated logistics, courier scheduling, and dispatch routing costs.

·         Internal administrative, payment gateway, and transactional processing labor.

3.2 Compassionate Exemptions from Cancellation Fees

MelonyPine recognizes that unforeseen, severe life events occur. The 30% administrative and cancellation fee will be completely waived, and a full refund issued, strictly under the following verified conditions:

Exemption Category Required Substantiating Evidence

Verified Hospitalization: Official, signed medical documentation or admission records from a recognized, accredited healthcare facility confirming the customer's emergency incapacitation.

Death of the Customer: Legally verifiable documentation or formal notification confirming the untimely passing of the primary account holder.

4. Formal Refund Processing Timeline

Once a refund claim has passed through our administrative review channels and has been formally validated, authorized, and approved in writing by MelonyPine Management, the financial transfer will be executed.

Initiation Window: The Company will initiate the refund payload to our payment processors within forty-eight (48) hours of formal approval.

Channel Restriction: Refunds will be credited back strictly and exclusively to the original payment channel or financial account utilized by the Customer during the initial checkout sequence. Under no circumstances will refunds be disbursed to unverified third-party accounts.

Settlement Period: The actual reflection of funds in the Customer's account may take between one (1) to seven (7) working days. This timeline is entirely subject to standard interbank clearing cycles, regional banking hours, and the specific operational policies of the Customer’s financial institution, over which MelonypPine exercises no operational control.