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

You may request cancellation before the artwork has been approved for production. If we have not begun substantial artwork preparation, we will normally cancel the order and issue a refund. Once the customer approves the artwork and physical production begins, the order cannot normally be cancelled for change of mind.

Artwork revisions

Customers receive a preview before physical production. Minor revisions may be requested before approval according to the product terms displayed at the time of purchase.

Personalized products and change-of-mind returns

Personalized products cannot normally be returned or refunded solely because of a change of mind after approval and production.

Damaged, defective, incorrect, or lost orders

If your item arrives damaged, materially defective, or different from the approved artwork/order specifications, contact us within 7 days of delivery with your order number and clear photographs where applicable. If a shipment is confirmed lost in transit, contact us so we can investigate with the fulfillment or delivery partner.

Where the claim is approved, Mellowden may offer a replacement or a refund depending on the circumstances.

Mode of refund

Approved monetary refunds are issued to the original payment method used for the order. We do not issue store credit as the default refund method. If store credit is ever offered as an optional resolution, its amount and validity period will be clearly communicated to the customer before acceptance.

Refund processing time

Once a refund is approved, Mellowden will initiate it within 5 business days. After initiation, the time required for the amount to appear in the customer's account depends on the payment provider, card network, and issuing bank and may typically take an additional 5–10 business days.

How to request help

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

Legal Business Name: Mellowden