Refund policy

At Mellow Atelier, we are deeply committed to offering high-quality, handmade products that honor the special connection between you and your beloved pets. Before making a purchase, we kindly ask you to review our refund and return policies, which apply to both standard and custom handmade items.

Replacement Service

At PetDecorArt, we value your pet-inspired decor. To ensure your satisfaction, we offer a one-year complimentary replacement for lost or damaged components under normal use. Repairs within the first year are free; customers cover shipping. We aim to keep your decor always beautiful!

Return Service for Standard Products

We accept returns within 14 days of delivery under these conditions:

The item arrives damaged.
The item significantly differs from its description.
The item doesn’t meet your expectations.

To initiate a return, email mellowatlier@outlook.com with your order number and photos of the item, ensuring it’s free from man-made damage.

Once verified, please return the item to:

No.123 Huachun Rd, Pudong District, Shanghai City, Shanghai Province, China

There is no additional fee for returns, but customers are responsible for return shipping costs, which may vary based on your location.

Refunds will be processed within 30 days after we receive the returned product and will be credited back to your original payment method. You will receive a confirmation email once the refund is initiated.

Return & Refund Policy for Custom Handmade Products

Custom handmade products are made to order and unique to each customer. Due to their personalized nature, returns are not accepted once production begins. However, you may cancel your order before production starts by contacting us immediately at mellowatlier@outlook.com.

Cancellation before production: A 50% fee will apply to cover material and labor costs.
After production begins: The item becomes non-returnable and non-refundable.

Before shipping, we will confirm the design with you to ensure it meets your expectations. Once shipped, no returns are accepted unless there are quality issues.

For any quality-related concerns, please contact us, and we’ll work with you to resolve the issue.

Cancellation Policy

Full refund within 24 hours: Customers can request a full refund within 24 hours of placing an order on mellowatlier.art.

Refund after 24 hours (before delivery): A transaction fee applies:

2.6% for credit card users
3.6% for PayPal users

After shipment: Orders cannot be canceled. If you wish to return the item, collect the package and contact mellowatlier@outlook.com for return instructions. Rejecting the shipment may result in a double shipping fee deduction from your refund.

Return Process

To initiate a return, email our support team at mellowatlier@outlook.com with your proof of purchase (e.g., invoice). We’ll provide instructions on how to pack and return the items. Ensure all components are included in the package.