Refund policy

Refund and return policy

At Mellow Pets we want your dog safe in the water — and you fully happy with your purchase.

1. 30-day money-back guarantee

You have 30 days from delivery to request an exchange or a refund, without having to justify your decision.

To be eligible, the item must be in resalable condition: undamaged, not torn, without lingering odour, and with its original packaging where possible. A jacket that has been tried on or tested in water is still eligible — that is the whole point of the guarantee.

2. Statutory right of withdrawal (14 days)

Separately from our commercial guarantee, customers in the EU have a statutory right of withdrawal: 14 calendar days from delivery to withdraw, without reason or penalty. For customers resident in France this follows articles L221-18 and following of the Code de la consommation. To exercise this right, tell us in a clear statement at contact@mellowpets.fr.

3. How to request a return

Email contact@mellowpets.fr with your order number and the reason for the return.
We reply within 24 to 48 business hours with the return address and the steps to follow.
Send the parcel with a tracking number. Without tracking we cannot guarantee processing if it goes missing.

Important: returns sent without prior agreement from our customer service cannot be processed.

4. Return shipping costs

Return shipping is at the customer's expense, unless the item received is faulty, damaged or not what was ordered. In that case we cover the return in full or send a free replacement.

5. Refunds

Once the return is received and checked, we email you to confirm it has been accepted. The refund goes back to the original payment method within a maximum of 14 days of us receiving the parcel. Depending on your bank, it can take a further 3 to 10 business days to appear.

6. Size exchanges

Wrong size? Email us: we arrange the exchange at no extra cost on our side. When in doubt, remember the rule: between two sizes, always go up.

7. Damaged or incorrect item

Inspect your order on arrival. If the item is faulty, damaged or not what you ordered, contact us straight away with photos: we send a replacement or refund in full, shipping included.

8. Statutory guarantees

Separately from this policy, customers resident in France benefit from the legal guarantee of conformity (articles L217-3 to L217-17 of the Code de la consommation) and the guarantee against hidden defects (articles 1641 to 1649 of the Code civil).