Refund policy

30-Day Returns

We want you to be happy with your MELRO purchase. You have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unused and undamaged, and in its original packaging where reasonably possible. You’ll also need your order number or other proof of purchase.

Starting a return

To request a return, contact us at support@melropets.com before sending your item back.

If your return is accepted, we’ll provide instructions on how and where to return your order. Please do not send products to an address without first receiving return instructions from MELRO. Items returned without first requesting a return may not be accepted.

Return shipping

For change-of-mind returns, including where the incorrect size was ordered, the customer is responsible for return shipping costs.

If you receive an incorrect, damaged or defective item, please contact us as soon as possible. If the issue is confirmed, MELRO will cover the appropriate return or replacement costs.

Damaged, defective or incorrect items

Please inspect your order when it arrives and contact us promptly at support@melropets.com if your item is damaged, defective or incorrect. We may ask you to provide photographs or other information so we can assess the issue and make it right.

Exchanges

We do not currently offer direct exchanges. If you need a different size, please contact us to arrange a return. Once your return has been accepted, you can place a separate order for the size you require.

Refunds

Once we’ve received and inspected your return, we’ll let you know whether your refund has been approved.

If approved, your refund will be issued automatically to your original payment method within 10 business days. Your bank or card provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@melropets.com.