Return & Exchange Policy
MellowHem — Returns, Exchanges & Refunds
Last Updated: November 5, 2026
At MellowHem, we want customers to feel confident when shopping for their pets.
If something is not right with your order, please contact our customer support team.
1. Return Eligibility
Customers may request an eligible return within [CONFIRM RETURN WINDOW: 14 OR 30 CALENDAR DAYS] after delivery.
For standard change-of-mind returns, items should meet the following conditions:
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Items must be unused and in their original condition.
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Original accessories and components should be included.
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Proof of purchase or an order number is required.
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The return request must be submitted within the applicable return period.
Certain items may be subject to product-specific return restrictions where legally permitted and clearly disclosed before purchase.
These conditions do not limit mandatory consumer rights relating to damaged, defective, or incorrectly supplied goods.
2. How to Request a Return
Please email:
Include:
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Your order number.
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The item you wish to return.
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The reason for your request.
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Photos where reasonably available if an item arrived damaged, defective, or incorrect.
Our customer service team will provide return instructions.
Please contact us before mailing your package so we can help identify and process your return. This does not restrict any statutory cancellation rights.
3. Return Address
Our designated company and return address is:
Recipient: Chenshi Department Store, Songyuan Economic and Technological Development Zone — MellowHem Returns
Unit 3, Room 101, Building A9
Rhine Huaxi·Heyue, Jinghu South Road
Wanfu Community, Economic and Technological Development Zone
Songyuan City, Jilin Province
China
Phone: +86 13159581374
International return shipping times and costs may vary.
Please contact customer support before shipping a return package.
4. Return Shipping Costs
Change-of-Mind Returns
For standard returns due to personal preference or a change of mind:
[CONFIRM WHETHER CUSTOMER OR MELLOWHEM PAYS RETURN SHIPPING.]
Customers will be informed of applicable return shipping arrangements in accordance with the policy disclosed before purchase and applicable law.
Damaged, Defective, or Incorrect Items
If a product is confirmed to be defective, damaged, or incorrectly supplied, MellowHem will arrange an appropriate remedy consistent with applicable law.
This may include a replacement, refund, or necessary return shipping arrangements at no additional cost to the customer where legally required.
5. Refund Processing
Once an eligible return has been received and reviewed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method without undue delay and within applicable legal deadlines.
Your bank or payment service provider may require additional time to reflect the refund.
Original delivery charges will be refunded where required by applicable law.
6. Exchanges
If you would like to exchange a product, please contact service@mellowhem.com.
Exchange availability depends on product stock and the circumstances of your request.
Any applicable exchange shipping charges will be explained before the exchange is confirmed.
7. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will check whether your order can be cancelled before dispatch.
If your order has already shipped, the standard return process will generally apply, subject to applicable consumer rights.
8. Consumer Rights
Nothing in this policy limits or excludes mandatory consumer rights under applicable law.
Where local consumer protection laws provide additional cancellation, refund, or product conformity rights, those rights will apply.
9. Contact Us
MellowHem
Email: service@mellowhem.com
Phone: +86 13159581374
Please include your order number when contacting us about a return or refund.