Return Policy

At Mellow, we want you to be happy with your purchase. Below you will find the conditions that apply to exchanges, returns, the right of withdrawal and refunds.

1. Exchanges

We currently do not offer direct product exchanges.

If you would like a different size, colour or product, you may exercise your right of withdrawal in relation to the original order and, once the return has been processed, place a new order.

2. 14-Day Right of Withdrawal

If you are a consumer, you have the right to withdraw from your purchase within 14 calendar days from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the products.

You do not need to provide a reason to exercise this right.

To exercise your right of withdrawal, you must clearly and unequivocally communicate your decision to Mellow before the withdrawal period expires.

You may use the model withdrawal form included at the end of this policy, although its use is not mandatory. You may also exercise your right by making any other unequivocal statement clearly expressing your decision to withdraw from the contract.

Products may be examined to the extent necessary to establish their nature, characteristics and functioning, in the same way they could reasonably be examined in a shop.

If a product has been handled or used beyond what is necessary to establish its nature, characteristics and functioning, Mellow may, where legally applicable, take into account the resulting reduction in value.

3. How to Request a Return

To exercise your right of withdrawal or request a return, please contact us at support@mellowshop.net or via our contact form within the applicable period, providing your order number and the products you wish to return.

As part of the return process, Mellow may request photographs or a video of the product before it is sent back, in order to check and document its condition.

Once the photographs or video have been received, Mellow will provide the necessary instructions for returning the product and, where appropriate, will indicate any issue relating to its condition.

The request for photographs or a video is intended to facilitate the return process and document the condition of the product before it is sent back. This request does not limit any statutory right of withdrawal or any other legal right available to the consumer.

4. Condition of Returned Products

The product must be returned in a condition that allows its nature, characteristics and functioning to be checked and must not have been handled beyond what is necessary for such examination.

Where applicable, the product must retain its tags, accessories and original packaging.

Mellow may compare the condition of the returned product with the photographs or video provided before it was sent back.

If the product shows damage, stains, dirt, odours, defects, signs of use or any other deterioration resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, Mellow may, where legally applicable, take into account the resulting reduction in value.

Providing photographs or a video does not constitute a waiver of the consumer's statutory rights and does not replace the physical inspection of the returned product.

Once the product is received, Mellow will verify that it corresponds to the order and assess its condition.

5. Exceptions to the Right of Withdrawal

Certain products may be excluded from the right of withdrawal due to their nature where this is provided for by applicable law.

In particular, certain sealed products that are not suitable for return for health protection or hygiene reasons may not be returned once their seal has been removed, where the legal exception applies to the specific product.

For hygiene products, cosmetics or similar products, Mellow will indicate on the product page where a legal exception to the right of withdrawal applies.

6. Return Costs

Initial shipping is free for orders of €50 or more. For orders below €50, shipping costs will be shown before you complete your purchase.

If you exercise your right of withdrawal, the direct costs of returning the products will be borne by the customer, unless Mellow expressly states otherwise or the return is due to a defective, incorrect or non-conforming product.

Free initial shipping on orders of €50 or more does not mean that returns are free of charge.

7. Refunds

In the event of a valid exercise of the right of withdrawal, Mellow will refund all payments received from the customer, including the cost of the least expensive standard delivery option offered at the time of purchase.

We will not refund any additional cost resulting from a more expensive delivery option expressly chosen by the customer.

Mellow will issue the refund without undue delay and, in any event, no later than 14 calendar days from the date on which we are informed of the customer's decision to exercise their right of withdrawal.

However, Mellow may withhold the refund until we have received the returned products or until the customer provides proof that they have sent the products back, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase, unless otherwise expressly agreed and always in accordance with applicable law.

Where legally applicable, any reduction in value resulting from the condition of the product may be taken into account when processing the refund.

8. Defective or Non-Conforming Products

The right of withdrawal is separate from any statutory rights relating to legal guarantees and conformity.

If you receive a defective, damaged, incorrect or non-conforming product, please contact Mellow at support@mellowshop.net, providing your order number and, where possible, photographs or a video showing the issue.

In these cases, Mellow will handle the issue in accordance with applicable law and will cover the costs that are legally required.

9. Model Withdrawal Form

You may use the following model form to exercise your right of withdrawal. Its use is not mandatory; you may also notify us of your decision by making any other unequivocal statement.

To Mellow:
I hereby give notice that I withdraw from my contract of sale of the following products:

Order number:
Order date:
Date received:
Consumer name:
Consumer address:
Date:
Consumer signature (only if this form is submitted on paper):

10. Contact

For returns, exercising your right of withdrawal, refunds, order-related issues or any other customer service enquiry, please contact our Customer Service team via our contact form or by email at support@mellowshop.net.

Please always include your order number and the reason for your request so that we can assist you as quickly as possible.