Returns & Exchanges

We want you to sleep well on a MellowLune product. If something is not right, this page explains how to return or exchange it.

Return window

You may request a return or exchange within 14 days of the date your order is marked as delivered. Requests made after that window may not be accepted, except where a longer period is required by applicable law.

Eligibility

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

  • requested within 14 days of delivery;
  • in the same condition in which you received it;
  • unused, or only handled and inspected as reasonably necessary to decide whether to keep it;
  • returned with its original packaging where reasonably possible.

Condition of returned items

Because our products are used directly for sleep, we ask that returned items are reasonably clean and free of damage caused after delivery. Items showing clear signs of prolonged use, contamination, misuse, or damage occurring after delivery may not qualify for a return. Trying a product and deciding it is not right for you does not disqualify your return.

How to request a return or exchange

Email mellowlune8@gmail.com with:

  • your order number;
  • the item or items you would like to return or exchange;
  • whether you would prefer a refund or an exchange;
  • a short description of the reason.

Please wait for our written confirmation and return instructions before sending anything back. Items sent back without a prior request may not be able to be processed.

Exchanges

You may request an exchange within the same 14-day period. Contact us first so we can confirm eligibility and whether the size, colour or variant you want is available. If the item you want is not available, we will offer you the choice of an alternative or a refund.

Damaged, defective, wrong or missing items

If your order arrives damaged or defective, if you receive the wrong item, or if part of your order is missing, please contact us as soon as possible and include:

  • your order number;
  • photos or a short video showing the issue;
  • a description of the problem.

Once we have confirmed the issue we will put it right at no cost to you. Depending on the situation and on availability we will arrange a replacement, an exchange, or a refund. Where the problem is our responsibility you will not be asked to pay return shipping.

Return shipping

For returns that are our responsibility — including damaged, defective, incorrect or missing items — we cover the cost of return shipping. For returns for other reasons, such as a change of mind or ordering the wrong colour or product, return shipping costs may be your responsibility unless otherwise required by applicable law. We will tell you which applies when we confirm your return.

Refunds

Once your returned item reaches us and has been inspected, we will let you know whether the refund has been approved. Approved refunds are issued to the original payment method. Depending on your bank or payment provider, additional processing time may be needed before the refund appears on your statement. If a reasonable time has passed since we confirmed your refund and you still have not received it, please contact us and we will follow it up.

Situations that may not qualify

  • Requests made more than 14 days after delivery.
  • Items returned without a prior return request and written confirmation from us.
  • Items showing clear signs of prolonged use, contamination, misuse, or damage occurring after delivery.
  • Gift cards, where offered.

Order cancellation

If you need to change or cancel an order, contact us as soon as possible and we will do our best to help. Once an order has entered fulfilment or has shipped, cancellation may no longer be possible. If the order has already shipped, the normal return process above applies once it is delivered.

Contact

Questions about a return or exchange? Email mellowlune8@gmail.com and our team will respond as soon as possible.