REFUND AND RETURN POLICY

At Lana Melts, every box is baked fresh for your order. We take pride in crafting brownies with premium ingredients and great care, and we want every customer to enjoy a satisfying experience.

Due to the perishable nature of our products, please read our refund and return guidelines below.

1. No Returns or Exchanges

Because our brownies are freshly baked and made to order, we are unable to accept returns or exchanges once the order has been delivered.

2. Eligible Refund Cases

Refunds or replacements may be offered in these situations:

• Wrong item received
  If you received a different flavour or type from what you ordered.
• Missing items
  If part of your order is missing.
• Severely damaged products
  If the brownies arrive in a condition that is not suitable for consumption (for example, crushed or contaminated during transit).

For all cases above, proof is required in the form of photos or videos taken on the same day of delivery. Unboxing videos are highly encouraged for faster resolution.

3. Damages Caused by Courier Handling

We pack our brownies securely. However, minor dents or softening may occur during delivery, especially due to:

• temperature changes
• courier handling
• long-distance travel
  
  

These do not qualify for refunds.
Warming the brownies for a few seconds in the microwave will restore their ideal texture.

Only severe and clear damage qualifies for review.

4. Incorrect Delivery Information

Refunds cannot be issued for orders delayed or failed due to:

• wrong address
• incomplete address
• incorrect contact number
• recipient unavailability

If a parcel is returned to us, re-delivery fees will apply.

5. How to Request Assistance

If you experience an issue, please contact us:

• WhatsApp
• Instagram DM
• hello@web.syndivo.com