Refund policy
We want you to feel confident in your purchase.
Because MellowMoo toys are made for newborns and hand-finished with natural materials:
• Used or opened toys cannot be returned for hygiene reasons
• Slight variations in firmness or stitching are normal and not defects
• If your item arrives damaged or incorrect, inform us within 48 hours with photos
• Approved defective returns must be sent back within 7 days of delivery
For full details, please read below.
1. General Return Policy
Due to hygiene and safety considerations, we do not accept returns for used, washed, or opened soft toys.
A return will only be considered if:
• The item is unused and unwashed
• Original tags and packaging are intact
• The return request is made within the applicable time frame
• The item meets the criteria outlined in this policy
We reserve the right to decline returns that do not meet these conditions.
2. Hand-Finished & Natural Material Disclosure
Each MellowMoo toy is hand-filled with natural kapok fibre and hand-stitched closed after filling.
As a result, minor variations may occur in:
• Firmness or weight
• Shape or contour
• Appearance of the hand-finished seam
• Natural fibre texture
These characteristics are inherent to natural, hand-finished products and do not affect safety or durability.
Such variations are not considered manufacturing defects.
3. What Is Considered a Defect
An item will be considered defective only if:
• There is a structural tear or hole upon arrival
• Seams are separating under normal, intended use
• The incorrect item was delivered
• There is visible material damage at the time of delivery
Normal variations as described in Section 2 do not qualify as defects.
All items undergo inspection prior to dispatch.
4. Reporting Defective or Incorrect Items
If you believe you have received a defective or incorrect item:
• You must notify us within 48 hours of delivery
• Clear photos of the issue must be provided
• Your order number must be included
This allows us to assess the condition of the item at the time of arrival.
Reports submitted after 48 hours may not qualify as arrival-related defects.
5. Return Timeline for Approved Defects
If your claim is approved:
• The item must be returned within 7 days of delivery
• The item must remain unused and in its original condition
Once received and inspected, we will issue a replacement or refund where appropriate.
Refunds are processed to the original payment method within 5–10 business days.
6. Non-Returnable Items
We do not accept returns for:
• Used or washed toys
• Items without original tags or packaging
• Items returned beyond the stated time frames
• Sale or promotional items (unless defective)
7. Return Shipping
If the return is due to a verified defect or error on our part, we will advise on return shipping arrangements.
For other approved returns, customers are responsible for return shipping costs.
We recommend using a trackable shipping method. We are not responsible for items lost in transit.
8. Order Cancellations
Orders may be cancelled within 12 hours of purchase, provided they have not entered processing or shipping.
Once an order has been processed or shipped, it cannot be cancelled.
9. Policy Acknowledgement
By completing your purchase, you acknowledge that:
• MellowMoo toys are hand-filled and hand-finished using natural kapok fibre
• Minor variations in shape, firmness, weight, and stitching are inherent to this process
• These natural characteristics do not constitute defects
We encourage customers to review all product descriptions and FAQ information carefully prior to purchase.
10. Contact Information
For return inquiries, please contact:
📧 themellowmoo@gmail.com