Refund policy

Return Policy

All sales are final. We do not accept returns or exchanges, as 
all products are made to order (print-on-demand). Each item is 
custom-printed for you only after you place your order. Please 
review your order carefully before completing your purchase, 
including size, color, and design.

We do NOT issue refunds or replacements for:
- Wrong size ordered
- Wrong color ordered
- Change of mind or buyer's remorse
- Item didn't fit as expected
- Minor variations in print color, placement, or design that 
  result naturally from the print-on-demand production process

Please review the size guide carefully before ordering.

Damaged, Defective, or Misprinted Items

If your product arrives damaged, defective, or with a printing 
error, you may be eligible for a free replacement or refund.

To submit a claim, contact us at support@mellowpuffshop.com 
within 30 days of delivery with:
- Your order number
- A clear photo showing the issue (the item must be visible)
- A short description of the problem

Claims submitted without photo proof or outside the 30-day 
window cannot be processed.

You do not need to return the original item. Once we have 
reviewed your claim and confirmed the issue with our production 
partner, we will arrange a replacement or refund.

Wrong Item Received

If you received the wrong product, design, color, or size due 
to a fulfillment error on our side, contact us within 30 days 
of delivery with photos. We will ship the correct item at no 
cost to you.

Lost Packages

If your tracking shows your package has not arrived within the 
expected delivery window, please first:
- Verify your shipping address was entered correctly
- Check with neighbors, household members, and your local post 
  office (packages are sometimes held for pickup)

If your package still has not arrived after these checks, 
contact us at support@mellowpuffshop.com within:
- 30 days of the estimated delivery date for EU and US orders
- 45 days for international orders

We will investigate with our production partner. If the package 
is officially confirmed lost in transit, we will arrange a 
replacement or refund. Claims reported after these timeframes 
are not eligible.

Important: Packages marked as "delivered" by the carrier but 
reported as not received are not eligible for replacement or 
refund. You must contact the carrier directly to file a claim.

Wrong or Incomplete Shipping Address

You are responsible for providing a correct and complete 
shipping address at checkout. If a package is returned to our 
facility because:
- The address was incorrect or incomplete
- The address could not be located
- The package was unclaimed at the post office

You will be issued a refund of the product price only. 
Shipping costs are non-refundable. If you would like the order 
to be reshipped to a corrected address, this can be arranged at 
your own expense.

Refunds

Refunds are only issued for damaged, defective, incorrect, or 
confirmed lost items as described above.

Once approved, refunds are issued to your original payment 
method within 10 business days. Please note that your bank or 
credit card company may require additional processing time. If 
more than 15 business days have passed since your refund was 
approved and you have not received it, please contact us at 
support@mellowpuffshop.com.

EU Right of Withdrawal

For customers in the European Union: under EU consumer law, 
custom-made and personalized products are exempt from the 
standard 14-day right of withdrawal (Article 16(c), Directive 
2011/83/EU on Consumer Rights). Mellow Puff Shop products are 
made-to-order specifically for each customer and are therefore 
non-returnable, except in cases of damage, defect, fulfillment 
error, or confirmed loss in transit as described above.