Welcome to the Mellowweft online store (hereinafter "we", "us"). To ensure your satisfaction and your rights as a consumer, we have established the following return and exchange policy. This policy applies to all orders placed through our site. Each package contains a return label to be used when returning the product.
1. Return and Exchange Period
You may request a return or exchange within 40 days of receiving the product.
Any request made after this period cannot be accepted.
2. Return and Exchange Conditions
During the validity period, a return or exchange can be requested in the following cases:
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Visible cosmetic defect of the product;
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Quality issue or malfunction;
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Unusual odor or significant color difference;
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Product received not in conformity with the order;
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Return or exchange without cause, provided the product is in perfect condition and suitable for resale.
The product must be complete, accompanied by all accessories, documents, and its original packaging.
3. Return Procedure
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Submit a request
Contact us by email or phone, providing the order number, proof of payment, reason for return, and supporting photos or videos.
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Verification and confirmation
Upon receipt of the information, we will review your request. If accepted, we will provide you with the return address.
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Product shipment
Please carefully pack the product with all accessories, materials, and the return label included in the original packaging, then send it to the indicated address and await confirmation of receipt.
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Inspection and processing
Upon receipt, we will inspect the product. If the conditions are met, the refund will be issued. For more information, please consult our Refund Policy.
4. Exchange Procedure
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Make a request
Contact us by email or phone, providing the order number, proof of payment, reason for exchange, and necessary photos or videos.
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Confirmation
After validation, we will provide you with the return address.
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Product return
Repackage the product with all accessories, materials, and the return label in the original packaging, then send it to the indicated address.
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New shipment
After verification of the returned product, we will ship a new item to your address. For more information on shipping times, please consult our Shipping Policy.
5. Refund Terms
Refund method:
The refund will be issued via the original payment method, i.e., to the bank card used for the purchase (e.g., Mastercard, VISA, etc.).
Processing time:
After confirmation of the refund, the amount will be credited within 1 to 3 business days. The exact time depends on the banking institution. In case of delay, please contact us.
6. Fee Rules
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In case of cosmetic defect, quality issue, unusual odor, significant color difference, or shipping error, return costs are at our expense;
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In case of return or exchange without cause, return costs are at the customer's expense.
7. Statement of Liability
- The product must be returned in its original condition. Any deterioration due to misuse may result in refusal of processing;
- Damage resulting from improper installation or use is not covered;
- Please ensure the product is properly packaged to avoid damage during transit.
8. Contact
Address: 670 Mix Ave Apt 1l Hamden, Ct 06514-2363, United States
Phone: +1 9047207720
Email: info@mellowweft.com
Hours: Monday to Saturday, 9:00 AM to 6:00 PM (CET)