Refund & Cancellation Policy

Because Mellowden products are personalized and made specifically from a customer’s pet photograph, our cancellation and return rules differ from standard non-personalized products.

Cancellations before artwork approval

You may request cancellation and a full refund at any time before you approve the artwork. Approval is the point at which you authorize Mellowden to proceed with physical production.

Artwork revisions

Every order includes 2 complimentary revision rounds before approval. Corrections to an error we made—such as an incorrect visible marking, eye color, or missing feature—do not count against those rounds. Requests to use a different source photograph, change to an entirely different style, or substantially redesign the composition may require the artwork process to restart.

Unsuitable photographs

If the uploaded photograph is too blurry, dark, heavily cropped, low-resolution, or otherwise unsuitable for creating a portrait at the quality we expect, we will place the order on hold and ask for another photograph. Customers have 7 days to provide a replacement image. If we are unable to create a suitable portrait from the photographs you can provide, the order will be cancelled and fully refunded.

After artwork approval

Once you approve the artwork, physical production may begin. Personalized products cannot normally be cancelled, returned, or refunded solely because of a change of mind after approval and production. Customers are responsible for reviewing the artwork preview carefully before approving it.

Damaged, defective, incorrect, or materially different orders

If your item arrives damaged, materially defective, incorrect, or materially different from the approved artwork or order specifications, contact us within 7 days of delivery with your order number and clear photographs of the item and packaging where relevant.

Where the claim is approved, Mellowden will normally arrange a free replacement. If replacement is not possible or appropriate, we may issue a refund to the original payment method.

Lost shipments

If a shipment appears lost, contact us so we can investigate with the fulfillment or delivery partner. Where the shipment is confirmed lost, Mellowden will arrange an eligible replacement or refund.

Mode of refund

Approved monetary refunds are issued to the original payment method used for the order.

Refund processing time

Once a refund is approved, Mellowden will initiate it within 5 business days. After initiation, the payment provider, card network, or issuing bank may typically require an additional 5–10 business days for the amount to appear in the customer’s account.

Your statutory rights

Nothing in this policy limits consumer rights that cannot legally be excluded or restricted under applicable law.

How to request help

Use the Contact page and include your order number, a description of the issue, and relevant photographs or tracking details.

Brand / Trading Name: Mellowden

Website: mellowden.store