Terms and Conditions

The website at the URL “www.melekgems.com” and/or mobile applications (hereinafter referred to as the Melek website and/or mobile applications) is the property of MELEK GEMS.

It is important that you read these terms and conditions of sale (hereinafter "Conditions of Sale") before purchasing products through the Melek website and/or mobile applications. The purchase of products through the Melek website and/or mobile applications will be governed by these Conditions of Sale. The order of any product implies acceptance of these Conditions of Sale.

1. About these Conditions of Sale

These Conditions of Sale are applicable to all orders and purchases made through the Melek website and/or mobile applications. Melek may, at any time, modify these Conditions of Sale, by publishing said modifications on the website and/or mobile applications so that they can be known by the user.

Unless in accordance with the regulations, acceptance of the modification by the consumer is necessary, any change in the Conditions of Sale will be applicable on the date of publication of the revised Conditions of Sale or after said date. We recommend that you check this page periodically to take notice of all changes, as they are binding on you.

As a user of the Melek website and/or cellular applications , you acknowledge that you have the legal capacity to bind yourself and contract our products and services. The Melek website and/or cellular applications are aimed at consumers and final recipients exclusively, and any professional activity of resale or distribution of the products is prohibited.

2. Your account

To purchase products on the Melek website and/or mobile applications, the user must register. Said registration is free, just fill out the form included in the corresponding section or, during the purchase process itself, and click on the corresponding acceptance button.

By creating an account, you agree to accept responsibility for all activities and purchases that occur under your account, unless made by an unauthorized third party who has accessed your account for reasons other than your negligence or carelessness.

3. Place an order

In order to purchase products you must proceed as follows:

  • Read and accept the Conditions of Sale.
  • Provide your name and address, telephone number, email address, payment information and other information legally necessary to process your order.
  • Provide a valid delivery address.
  • Be the owner or authorized holder of a valid debit/credit card or PayPal account.

On the checkout page you will be able to review your shopping bag, read and accept these Conditions of Sale, check the total price of the selected product(s) and the information you have provided, and correct any errors before confirm your order.

Please ensure that the delivery address quoted is correct before placing your order, as it may not be possible to change the address after the order is shipped.

4. Preparation and formalization of orders

Once you have placed your order(s) through the Melek website and/or mobile applications, we will send you an email confirming receipt of your order(s) (hereinafter " Confirmation of receipt of the order») and listing the details of the product(s) ordered.

Melek may not always be able to accept your request. For example, there may be pricing errors, out-of-stocks, unusual orders, or orders that Melek suspects are not made in good faith, among other reasons. Unexpected events beyond our control may also occur that prevent us from fulfilling your order.

If your order is not accepted, Melek will inform you by email and, if you have already made any payment, you will be refunded in full of any amounts paid to Melek for that order.

After receiving your order(s), Melek will check whether the corresponding products are in stock. The contract for the sale of products between you and Melek, which will be governed by these Conditions of Sale, will only be formed when Melek sends you an email confirming that all or part of the products are available and have been shipped (in (hereinafter, "Shipping Confirmation").

The contract is formed when Melek sends you the shipping confirmation to the email address provided when placing the order. Please contact the Melek customer service team if you have not received shipping confirmation within seventy-two (72) hours of placing your order.

The contract for the sale of products will refer only to the products whose shipment has been confirmed in the Shipping Confirmation.

If you wish to modify or cancel your order before receiving the Shipping Confirmation, you must contact the Melek customer service team as soon as possible using one of the methods set out in the Contact Details section. It may not be possible to modify or cancel your order, or prevent the shipment of products, due to the speed with which we process orders. If Melek is unable to modify or cancel your order and the products are shipped to you, you have the option of refusing to accept delivery, in which case the products will be returned to Melek, or accepting delivery and then returning the products to Melek in accordance with the Returns and Exchanges section.

When you have received the Shipping Confirmation, it will be too late to prevent the products from being sent. If you wish to cancel the order after this, please see the Returns and Refunds section.

 

5. Pricing, shipping and handling, taxes and other charges

The price charged for a product will be the price in effect at the time the order is placed and will be set forth in the Order Receipt Confirmation and the Shipping Confirmation. All prices will be paid in American dollars (USD).

In the event of a pricing error, whether on the Melek website, in an order confirmation or elsewhere, Melek will notify you of the correct price and give you the option to continue with the order or cancel it. If we are unable to contact you or receive no response from you, your order will be canceled and any amounts you have paid to Melek for the products will be refunded to you. If you do not wish to continue with the order, your sole remedy in the event of a pricing error is to cancel the order.

Product prices include VAT and/or other applicable taxes, but do not include shipping and handling charges. Shipping and handling charges will be clearly displayed on your screen prior to completing your order and will be indicated again in your Order Confirmation.

Product prices and shipping and handling charges may change at any time, but changes will normally not affect orders for which we have already sent you a Shipping Confirmation (except in the case of a manifest error in pricing, such as described above).

 

6. Payment

Payment will be made by one of the methods selected during the payment process (Visa, MasterCard, PayPal, Deposit or Bank Transfer, Yappy).

 

  • Credit card or Payment card

You can enter your payment details at the time of placing your order using a valid credit or debit card (Visa and MasterCard). Melek reserves the right to check the validity of the card, its credit status in relation to the value of the order and whether the buyer's address is correct. We may reject orders based on the results of these checks. Please note that any applicable bank charges will be your responsibility.

  • PayPal

When paying with PayPal, we reserve the right to check the validity of the PayPal account, that there are sufficient funds to cover the purchase amount and that the buyer's billing address details are correct. On the PayPal website you can complete the payment of the price of the products and the shipping costs, using your PayPal account in accordance with the PayPal terms of use accepted by you at that time or previously. We reserve the right to refuse any purchase.

  • Voucher/Promotional Discount

You can choose to pay with a voucher or a promotional code, by entering the code in the "promotional code" section during the checkout process. We will automatically deduct the amount corresponding to the voucher or promotional code from the total amount of your purchase. If the funds in the voucher or promotional code are not enough to pay the full amount of your purchase, you can choose any of the payment methods above to complete the process.

For most payment methods, payment for your order, including all applicable taxes, shipping costs and other charges, will be charged to the applicable payment card or service after Melek has sent you the Confirmation of Payment. shipment.

In the case of payment by credit or debit card, the card details sent when placing the order are protected and are sent directly to the financial institution that manages the payments. Payment will be made directly on a secure server, with SSL encryption to guarantee the absolute security of transactions. We cannot access your credit or debit card details nor can third parties, either at the time of placing your order or subsequently.

The information you provide to us under this section will be used exclusively to complete the sales process and refund procedures in the event of cancellation of your order in whole or in part, as required under these Conditions of Sale.

 

7. Delivery

For standard shipping, please allow three to five (3-5) days (excluding Saturdays, Sundays and holidays). If you order before 4pm Monday to Friday, your order will be dispatched the next business day.

For expedited shipping, please allow up to two (2) business days for in-stock items.

The delivery options described above are the only shipping options available for sales through the Melek website. Melek will not accept any special delivery requests outside the scope of these two options.

If Melek is unable to deliver your order within the time specified in the Shipping Confirmation, it will notify you as soon as possible identifying the causes of the delay. In that case, you can cancel your order and Melek will refund it in full. If you decide not to cancel the order, Melek will endeavor to deliver it to you within a reasonable time within the stated deadlines and once the cause of the delay has been resolved.

If you unreasonably delay delivery or receipt of delivery after Melek has notified you that the carrier has attempted to deliver the ordered items to you, or if you have provided Melek with an incorrect delivery address resulting in a failed delivery, the package will be returned to Melek, your order will be canceled and a refund will be made minus shipping costs.

8. Events outside Melek's control

Melek shall not be liable for any delay or failure to perform if caused by any act, event, omission, accident or circumstance beyond its reasonable control, including, but not limited to, the following:

  • civil unrest, vandalism, invasion, terrorist attack or threat of terrorist attack, war (declared or undeclared) or threat or preparation for war;
  • strikes or lockouts (or other labor actions);
  • national or local states of emergency;
  • interruption or failure of communications or means of transportation;
  • power or utility outages;
  • earthquake, fire, explosion, storm, flood, subsidence, epidemic or other natural disaster;
  • inability to use railways, shipping, aviation, motor transport or other means of public or private transport;
  • acts, decrees, legislation, regulations or restrictions of any government.

In such circumstances, Melek will inform you and take reasonable steps to minimize any delay. The period for Melek to fulfill its obligations will be considered extended for as long as any of the above persists. If Melek is unable to fulfill your order due to any circumstance beyond its control, or if there is a substantial delay in delivery, you may cancel your order and obtain a full refund.

 

9. Product availability

Melek strives to ensure the availability of the products you order through the website and/or mobile applications. However, products are purchased on a first-come, first-served basis and are only available while stocks last.

 

10. Compatibility, product information

Please be careful when placing your order and ensure that the products you purchase are compatible with their intended use. Use Melek's website and/or mobile applications as a reference to check compatibility. In the event that there is a difference between the content of the Melek website and/or mobile applications and any other website (or any other source of information), the compatibility of the products as shown on the website will prevail. and/or Melek cellular applications at the time of purchase.

Images on Melek's website and/or mobile applications may vary depending on the image quality of your device. While we make every effort to reproduce product images as accurately as possible, these images are for illustrative purposes only and products may differ from those images, for example, in color, size, design and texture. The packaging of the products may also differ from that shown in the images on the Melek website and/or mobile applications.

If the products you have received do not correspond to those you ordered, or if your delivery is incomplete or has damage caused during transport, please contact the Melek customer service team for help without delay, either by email or by phone.

 

11. Ownership of the products

Ownership of the products will pass to you only when Melek has received full payment for the order, including all taxes, shipping costs and other charges. You assume responsibility for the products from the moment of delivery.

12. Returns and exchanges

The exchange can be made within 14 days of your purchase, starting from the day after you receive your order.

Follow the steps below to find out how to change your order:

1. Packaging - Package the items you wish to return, in the original packaging (if possible). You can send a WhatsApp message or email to our customer service to coordinate the return method depending on the city where you are located (Home Delivery, Uno express, Ferguson or Freight).

2. Receive your change - As soon as we receive your returned package, we will process it and send you a notification by cell phone or email. Please note that this may take up to 20 days if we do not have the exchange product in stock.

3. All products must be in exchange condition, unused, suitable for resale and without scratches. To return products purchased during a promotional offer, you may also need to return the item that was given to you as part of the promotion or (if part of a multi-buy offer) the other items purchased in the multi-buy.

We inform you that said change will be carried out as long as the following conditions are met:

    • The products have not been handled in an inappropriate manner that causes a reduction in their value; In this case, to reflect such reduction, we will deduct it from the refund amount (excluding shipping costs);
    • The original box of the products is also returned without having been tampered with inappropriately.
    • All accessories, user manuals, etc. are returned and have not been treated inappropriately; and
    • The products have not been used.

Except where we have supplied you with a defective or misdescribed product, we will not accept the return and exchange of a product that is damaged and/or shows signs of wear due to unnecessary and/or unacceptable handling. The only exception is justified manipulation of the product that is necessary to establish its nature, characteristics and functioning.

Melek will not proceed to change the amount until the merchandise is received.

  • Excluded products 

The Melek website does not accept returns or exchanges for: (i) any custom-made or personalized products.

13. Consumer guarantee

THIS WARRANTY GIVES YOU SPECIFIC RIGHTS. IT IS OFFERED AS AN ADDITIONAL BENEFIT TO THE RIGHTS THAT PROTECT YOU IN ACCORDANCE WITH THE LEGISLATION.

Products sold on Melek's website and/or mobile applications include a warranty for defective products for a period of one (1) year from the original date of purchase.

This means that you can request a free replacement during this period if the products prove faulty. Melek will replace the product with a product with identical or similar characteristics, except as indicated below. Melek may, at its option, replace the product under this warranty, whether or not a repair of the original product is possible.

If the product cannot be replaced in a reasonable time or without inconvenience, you may request a discount on a new product of interest.

In the case of gifts, keep the Confirmation of receipt of the order or give it to the recipient of the gift, since the original proof of purchase is essential to qualify for the guarantee. If the Order Receipt Confirmation is not available, a bank statement showing the relevant transaction will suffice. This does not affect the rights that assist you as a consumer.

This warranty does not cover normal wear and tear or damage caused by accidents, misuse, or improper use (e.g., bumps, dents, crushing, etc.).

Repairs (or attempted repairs) to products not performed by Melek will void this warranty, regardless of whether damage was caused by such repair or attempted repair.

If Melek replaces your product in accordance with this warranty, the new item will benefit from a new warranty of the same period (calculated from the date of delivery of the replacement product).

 

14. Responsibility

Melek warrants to you that any product purchased from Melek's website and/or mobile applications is of satisfactory quality and suitable for all purposes for which products of the same type are commonly supplied.

15. Transfer of rights and obligations to another person or organization

These Conditions of Sale are binding on both you and Melek. They will also be binding on any person or organization to which Melek may transfer its rights and obligations.

You may not transfer or otherwise assign your contract with Melek.

16. Contact details

The Melek customer service team will assist you with any questions or complaints related to orders on the Melek website and/or mobile applications. You can contact the Melek customer service team in the following ways:

  • Through the contact form on the Melek website.
  • Calling the phone - Spanish +507.6444.9802 / English +43-677-61790169 (depending on customer service hours).
    • Customer Service Hours:
      • Monday to Friday: 9:00 am - 5 pm
      • Saturdays: 9:00 am - 2 pm
      • Sundays: Closed
  • By email at: info@melekgems.com

Last updated July 30, 2023.