Exchanges & Returns

Our exchange and return policy is designed to provide you with complete confidence when purchasing from our store.

All our products come with a warranty against manufacturing defects.

We also offer exchanges for products delivered incorrectly or different from what was ordered.

If you receive a product with a manufacturing defect or different from your order, please follow the instructions below:

If more than 7 business days have passed and the product shows a fault or defect, please contact us and provide your tax number, order number, the item to be returned and the issue identified.

Once we receive your e-mail, your request will be forwarded to our quality department for review. Their authorisation is required before we can proceed with an exchange. After the analysis, we will contact you with the result and inform you whether an exchange is necessary.

The deadline to request an exchange for this reason is 90 days from the date of receipt.

Please note, we will not process exchanges or returns after this period.

Your claim will be reviewed within 7 business days and, if the issue is confirmed, we will contact you via e-mail and you may choose one of the following options:

  • Receive a refund of the amount paid

  • Receive a new replacement product

  • Receive a product of similar value

  • Receive a voucher for the value of the product to use on future purchases

In accordance with consumer protection regulations, cancellation requests for online purchases must be made within 7 days from the date of receipt.

For credit card refunds, our finance department has up to 7 business days to process the request with the card provider. The time for the refund to appear on your statement may take up to 120 days, depending on the card issuer and your billing cycle.

If a bank transfer refund is required, it will be processed within a maximum of 10 business days following the quality evaluation, and will only be made to an account registered under the same tax number used on our website.

Products returned without prior communication, outside the established time frame, missing or mismatched items, or without the original label or invoice, will be returned to the customer.

The same applies to exchanges rejected after quality inspection — these items will be returned to the customer by courier, and the return shipping fee must be paid by the customer.

Important: Mello is not responsible for shipping costs associated with returns, refunds, chargebacks or exchange requests. These costs are the responsibility of the customer.