Return & Refund Policy

At The Mellow Pet, we want you and your pet to be happy with your purchase. If something isn't right, we're here to help.

30-Day Return Policy

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, the item must be:

• Unused, unworn, and in the same condition in which you received it

• Free from pet hair, stains, odors, damage, or signs of use

• In its original packaging, where applicable

• Complete with all tags, accessories, manuals, and components originally included

• Accompanied by your order number or proof of purchase

Returns requested more than 30 days after delivery may not be accepted, except where required by applicable law.

Pet Products & Hygiene

For the health and safety of our customers and their pets, we cannot accept returns of certain products once they have been used.

Unused products that may be eligible for return include:

• Grooming tools and accessories

• Collars and harnesses

• Leashes and walking accessories

• Car seat covers and travel accessories

• Pet beds and comfort products

• Feeding accessories

• Other unused pet accessories

For hygiene reasons, grooming gloves, grooming tools, clippers, brushes, feeding products, bedding, or other pet-contact products that show signs of use may not be eligible for return, unless the product arrived damaged, defective, or incorrect.

Trying a harness or collar briefly for sizing is acceptable provided it remains clean, undamaged, free from pet hair or odors, and otherwise in resalable condition.

How to Start a Return

Before returning any product, please contact us at info@themellowpet.com.

Please include:

• Your order number

• The item you would like to return

• Your reason for the return

• Photos or video if the item is damaged, defective, or incorrect

We aim to respond to return requests within 2 business days.

Please do not send your product back without receiving return authorization and return instructions from us first. Unauthorized returns may not be accepted.

Once your return is approved, we will provide instructions explaining where and how to return your item.

Return Shipping

If you are returning an item because you changed your mind, ordered the wrong size, or no longer want the product, return shipping costs are the customer's responsibility, unless otherwise stated.

If you received an incorrect, damaged, or defective product, please contact us before returning it. We will review the issue and provide an appropriate solution, which may include a replacement, refund, or return instructions at no additional return-shipping cost to you, as applicable.

Original shipping charges, if any, are generally non-refundable for change-of-mind returns.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your product arrives damaged, defective, or different from what you ordered, contact us as soon as possible at info@themellowpet.com.

Please provide your order number along with clear photos or video showing the issue. Photos of the shipping packaging may also be requested if the item was damaged during transportation.

We will review the issue and work with you to provide an appropriate resolution.

Exchanges

We understand that choosing the correct size can sometimes be difficult, especially for products such as harnesses and collars.

If you need a different size, please contact us within the 30-day return period.

The item must meet our return eligibility requirements and be unused, clean, and in its original condition.

Where a direct exchange is not available, the fastest option is to return the eligible item and place a new order for the correct size once your return has been approved.

Customers are generally responsible for shipping costs associated with size-related returns or exchanges unless the wrong product or size was sent by us.

Non-Returnable Items

For health, hygiene, and safety reasons, certain items cannot be returned once used or opened where hygiene protection is relevant.

These may include:

• Used grooming gloves, brushes, clippers, or grooming tools

• Used feeding or drinking products

• Pet beds or comfort products showing signs of use

• Products containing pet hair, stains, odors, or other signs of use

• Personalized or custom-made products

• Gift cards

• Items specifically identified as Final Sale

These exclusions do not affect your rights regarding products that arrive damaged, defective, incorrect, or any rights provided under applicable consumer-protection laws.

If you're unsure whether your product is eligible for return, contact us at info@themellowpet.com before sending it back.

Refunds

Once we receive and inspect your eligible return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days after the refund has been processed for it to appear in your account. Processing times may vary depending on your bank, credit card provider, or payment provider.

If more than 15 business days have passed after we confirm that your refund was approved, please contact us at info@themellowpet.com.

Order Cancellations

If you need to cancel or modify your order, please contact us as soon as possible at info@themellowpet.com.

We will do our best to accommodate your request. However, once an order has entered fulfillment, processing, or has already shipped, we may be unable to cancel or modify it.

If the order has already shipped, you may request an eligible return after receiving it in accordance with this Return & Refund Policy.

Packages Marked as Delivered

If tracking shows your package as delivered but you cannot locate it, please check around your property, with household members or neighbors, and with the shipping carrier.

If you still cannot locate the package, contact us at info@themellowpet.com as soon as possible with your order number so we can review the situation and assist with the carrier investigation where appropriate.

Contact Us

If you have any questions about returns, refunds, exchanges, or an issue with your order, please contact:

The Mellow Pet
Email: info@themellowpet.com

We aim to respond to customer inquiries within 2 business days.