Returns & Exchanges

How to submit a return request

Use the secure route that matches your order. Never share your password, card details, or the access link sent by email.

• Member orders — Select the relevant order under Account > Orders and create a return request.
• Guest-order access — Request a single-use secure access link using the order number and the email address on the order.
• Notice by email — You may send your order number and request to the support address.

14-day right of withdrawal

You may withdraw without giving a reason within 14 days from the day you receive the goods. Where goods in one order are delivered on different days, the period starts from the delivery event specified by applicable law.

It is sufficient to send the withdrawal notice within the 14-day period; the goods do not have to reach the Seller within that period. Unless the Seller offers to collect them, hand the goods to the carrier identified in the return instructions within 14 days after sending the notice.

Sending the goods back

• Pack the goods with reasonable protection against transit damage and, where possible, include the supplied parts. Missing original packaging does not by itself remove a statutory right, but you remain responsible for protective packing.
• Including the order number speeds up matching. Inability to present an invoice or dispatch note does not by itself invalidate withdrawal or defective-goods rights.
• You are not charged return shipping for withdrawal when using the carrier identified in the pre-contract information. If no carrier was identified, no return charge is requested; if that carrier has no branch where you are located, the goods are collected without extra cost. Coordinate with support before using another carrier; any resulting extra cost may be charged to you only to the extent permitted by law.

Refund

For delivered goods, the Seller refunds the goods price and the delivery charge within 14 days after you hand the goods to the carrier identified in the pre-contract information, or after the goods reach the Seller if you use another carrier. If you withdraw before delivery, the period begins when the Seller receives the notice.

The refund is made in one transaction, through the payment instrument used for the purchase, without imposing a fee or additional obligation on you. For card payments, the card issuer adds the amount to the available limit in one transaction after receiving it.

Inspection and diminished value

You may inspect the goods as you could in a shop, to the extent necessary to establish their nature, characteristics, and functioning. You may be responsible only for diminished value caused by handling beyond that limit; opening packaging is not an automatic rejection ground for every product.

Damaged, wrong, incomplete, or defective goods

Statutory remedies for wrong, incomplete, transit-damaged, or defective goods — such as repair, replacement, price reduction, or termination where applicable — are separate from withdrawal and are not limited by this policy. Necessary return costs for such claims are borne by the Seller.

Notifying us promptly with the order number and, where possible, photos or video helps resolve the issue faster; failure to notify within three days does not by itself forfeit statutory rights.

Exchange

Exchange requests are fulfilled subject to stock availability. If stock is unavailable, a refund or another remedy provided by law is offered. Requesting an exchange does not waive withdrawal or defective-goods rights.

Delivery

Except for product-specific cases permitted by applicable law, the order is delivered no later than 30 days. The estimate, shipping charge, and any free-shipping conditions are shown before payment; carrier and tracking details are linked to the order after dispatch.

Support and contact

For return, exchange, or delivery questions, contact MeloMyPet.