Política de reembolso

RETURNS & REFUNDS 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.

3. How to Request a Return

To exercise your right of withdrawal or request a return, contact Mellow within the applicable period providing your order number and the products you wish to return. Mellow may request photographs or a video of the product before it is sent back to check and document its condition.

4. Condition of Returned Products

The product must be returned in a condition that allows its nature, characteristics and functioning to be checked. Where applicable, the product must retain its tags, accessories and original packaging. If the product shows damage, stains, signs of use or any deterioration beyond what is necessary to establish its nature, Mellow may, where legally applicable, take into account the resulting reduction in value.

5. Exceptions to the Right of Withdrawal

Certain sealed products not suitable for return for health protection or hygiene reasons may not be returned once their seal has been removed. Mellow will indicate on the product page where a legal exception applies.

6. Return Costs

If you exercise your right of withdrawal, the direct costs of returning the products will be borne by the customer, unless 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

Mellow will refund all payments received, including the cost of the least expensive standard delivery option, within 14 calendar days from the date we are informed of the withdrawal decision. Mellow may withhold the refund until the returned products are received or proof of return is provided.

8. Defective or Non-Conforming Products

If you receive a defective, damaged or incorrect product, please contact Mellow providing your order number and photographs or a video showing the issue. Mellow will cover all legally required costs.

9. Model Withdrawal Form

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:

10. Contact

For returns, right of withdrawal, refunds or any other enquiry, please contact our Customer Service team at support@mellowshop.net. Please always include your order number and the reason for your request.