Refund policy

Refund Policy

We have a 30-day refund policy, which means you have 30 days after receiving your item to request a refund.

To minimize our carbon footprint and provide the fastest service possible, Mellow Pets does not require physical returns. We do not have a return shipping address, and items should not be mailed back to us.

To be eligible for a refund, you will need the receipt or proof of purchase, as well as photographic evidence of any issues with the item. To start a refund request, you can contact us at mellowpets@mellowpets.shop.

If your refund is accepted, we will notify you immediately and process the credit to your original payment method. Items sent back to us physically without prior authorization will not be accepted or processed.

You can always contact us for any refund questions at mellowpets@mellowpets.shop.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Please include photos of the damage or the incorrect item so that we can evaluate the issue and make it right.

Exceptions / non-refundable items

Certain types of items cannot be refunded, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not issue refunds for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept refund requests on sale items or gift cards.

Exchanges

Since we do not accept physical returns, the fastest way to get what you want is to contact us regarding a refund for your current item. Once the refund is processed, you can make a separate purchase for the new item.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or request a refund within 14 days, for any reason and without a justification. To be eligible, you must provide proof of purchase. As we do not accept physical returns, please contact us at the email above to resolve your request.

Refunds

We will notify you once we’ve reviewed your request and the provided evidence (such as photos). If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your refund, please contact us at mellowpets@mellowpets.shop.