Return & Refund Policy

Thank you for shopping with MellowPaws. Our return and refund policy is designed to be clear, fair, and transparent while protecting both our customers and our store. Please review the terms below before requesting a return.

1. Eligibility for Returns & Refunds

To qualify for a return or refund, items must meet all of the following conditions:

• Items must be unused and in the same condition as received
• Original packaging, accessories, manuals, and tags must be included
• A return request must be submitted within 30 days of delivery
• The item must be shipped back within 7 days after Return Authorization
• Proof of purchase, such as an order number, receipt, or confirmation email, must be provided

The following items are not eligible for return:

• Gift cards
• Clearance or final-sale items
• Customized or personalized products
• Items showing signs of use, damage, washing, chewing, pet hair, odor, stains, or missing parts
• Opened grooming, hygiene, feeding, or pet-care items where return may create safety or sanitation concerns

If your item arrives defective, damaged, or incorrect, please contact us within 7 days of delivery with photos and your order number.

2. Return Authorization Process

To request a return, please email us with your order number and reason for return.

Email: bgsmotlcue@gmail.com

If your request is approved, we will issue a Return Authorization along with detailed return instructions.

• Returns must be shipped using a trackable shipping method
• Please keep your shipping receipt as proof of return
• Returns sent without prior authorization may be refused
• Items must be returned in their original condition and packaging

Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs and the risk of loss until the item is received and inspected.

3. Refunds

After receiving and inspecting your return, we will notify you whether your refund has been approved or rejected.

If approved:

• Refunds will be issued to the original payment method
• Processing time is typically 5–10 business days after approval
• Additional time may be required by your bank, card provider, or payment processor

Original shipping fees are non-refundable, except in cases of our error or verified defective items.

4. Exchanges

We offer exchanges only for items that are:

• Defective
• Damaged
• Incorrectly shipped

If a replacement is unavailable, a refund may be issued according to this policy.

Please contact us at:

Email: bgsmotlcue@gmail.com

Include your order number and clear photos when applicable.

5. Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided that processing or shipment has not started.

Once fulfillment begins, cancellations may no longer be possible. In such cases, you may request a return after delivery, subject to this policy.

6. Shipping Fees & Address Issues

Shipping fees are non-refundable, except in cases of:

• Incorrect items shipped
• Verified product defects
• Store fulfillment error

If a package is returned due to:

• Incorrect or incomplete shipping address
• Refused delivery
• Failure to collect the package
• Unavailable recipient

We may offer:

• Reshipment, with additional shipping fees if applicable
• Refund of the product price excluding the original shipping cost

Some shipments may require a signature upon delivery.

If a package is marked as delivered but cannot be located, please contact the shipping carrier first. We will assist when possible, but delivery confirmation from the carrier may limit available resolutions.

7. Damaged or Defective Items

If your order arrives damaged, defective, or incomplete:

• Contact us within 7 days of delivery
• Provide clear photos of the product, packaging, and shipping label
• Include your order number
• Keep all original packaging materials

After verification, we may offer:

• Replacement
• Replacement parts
• Partial refund
• Full refund

8. Pet Product Safety & Hygiene

For the safety of pets and customers, returned items must be clean, unused, and free from pet hair, odors, stains, bite marks, scratches, or signs of use.

Items related to feeding, grooming, hygiene, bedding, or pet-care use may be refused if opened, used, contaminated, or not suitable for resale.

9. International Returns

For international orders:

• Duties, taxes, and customs fees are non-refundable
• Customers are responsible for return shipping and related import charges unless the return is due to our error
• Customs delays, import restrictions, or unpaid duties may affect delivery or return processing

10. Contact Information

If you have any questions regarding returns or refunds, please contact our support team:

Email: bgsmotlcue@gmail.com
Phone: +1 (936) 260-5549
Official Store: https://mellowpaws.us

We typically respond within 1–2 business days, Monday through Friday.

MellowPaws Official Store
Pet Supplies for Dogs and Cats
https://mellowpaws.us