Refund policy

Refund Policy

Refund & Cancellation Guidelines

You have 14 days from the day you receive your order to request a refund. If your order hasn't shipped yet, you can still cancel it. A 10% restocking fee applies if more than 24 hours have passed since you placed the order.

If your order has already shipped or been delivered, a 30% restocking fee applies to all returns made within the 14-day window. Please note that we cannot issue refunds after 14 days from delivery.

Restocking fees are only waived when a product arrives damaged or defective. For returns due to personal reasons, the 30% restocking fee still applies.

To request a refund or cancellation, email us at mellowpaws24@yahoo.com with your order number. Depending on your location, we may be able to provide a return label. If not, customers are responsible for sending the item back to the address we provide.

Incorrect Address or Delivery Issues

Please double-check your shipping address at checkout. If the address entered is incorrect, or the package isn't collected on time, the courier may return or dispose of the order. By purchasing from us, you agree that MellowPaws is not responsible for losses caused by incorrect addresses or missed deliveries.

Damaged or Defective on Arrival

Every order is checked before it leaves us to make sure it's complete and working. If your item arrives damaged or defective, please email us at mellowpaws24@yahoo.com within 24 hours of receiving it.

We can process a replacement as long as:

  • The product is still in its original condition, with no modifications or tampering.
  • You provide a video of you opening the package that clearly shows the issue.
  • You return the damaged item. We'll send your replacement once the return is confirmed.

Every case is handled individually, and we always aim to find the best solution for you and your pet.

We reserve the right to approve or deny refunds if we suspect misuse or fraud.

Contact Us

Questions about a return or refund? Email mellowpaws24@yahoo.com and our team will get back to you as soon as possible.