Refund policy

Return and Refund Policy

At Petmellow, we want you and your pet to be happy with your order. Please read our return and refund policy carefully before making a purchase.

Returns

We accept return requests within 30 days of delivery.

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

Unused and in the same condition that you received it

In its original packaging

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

Accompanied by proof of purchase, such as your order number or confirmation email

For hygiene and safety reasons, we may not accept returns for items that have been used by pets, washed, damaged, or altered after delivery.

Non-returnable items

The following items may not be eligible for return:

Used pet beds, blankets, bowls, grooming items, collars, harnesses, toys, or travel accessories

Items with pet hair, odors, stains, bite marks, scratches, or visible wear

Personalized or customized products

Final sale items

Gift cards

Items returned without prior approval

How to start a return

To request a return, please contact us at our store contact email with your order number and a brief explanation of the issue.

If your return is approved, we will provide return instructions. Please do not send items back without contacting us first.

Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping costs are non-refundable unless the return is due to our error.

We recommend using a trackable shipping service, as we are not responsible for lost return packages.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery.

Please include:

Your order number

A clear photo or video of the issue

A photo of the packaging, if applicable

Once reviewed, we may offer a replacement, refund, or other suitable solution.

Refunds

After we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow several business days for your bank or payment provider to process the refund.

Late or missing refunds

If you have not received your refund yet, please first check your bank account again. Then contact your credit card company or payment provider, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us.

Order cancellations

If you need to cancel an order, please contact us as soon as possible.

We cannot guarantee cancellation once an order has been processed, shipped, or sent to our fulfillment partner.

Exchanges

We do not guarantee direct exchanges for all products. If you need a different size, color, or item, please contact us first. Depending on availability, we may guide you through a return and new purchase.

For return and refund questions, please contact us through the contact information provided on our store.