Statutory Compliance • Consumer Protection Act, 2019

RETURN, REFUND, AND SHIPPING POLICY – MELLO PETS

Published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Legal Metrology (Packaged Commodities) Rules, 2011.

1. Statutory Compliance 2. Shipping & Delivery 3. Return & Replacement 4. How to Initiate 5. Cancellation 7. Grievance Redressal
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1. Statutory Compliance

This Return, Refund, and Shipping Policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Legal Metrology (Packaged Commodities) Rules, 2011. By placing an order on Mello Pets, you agree to the terms set forth below.

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2. Shipping & Delivery Policy

A. Estimated Delivery Timelines:

  • Order Processing Time: All confirmed orders are processed and dispatched from our warehouse within 24 to 48 business hours (excluding Sundays and public holidays).
  • Metro Cities & Tamil Nadu: 2–4 business days.
  • Rest of India: 4–7 business days.
  • Note: Heavy items (such as large dog food bags over 10 kg or kennels/crates) may be shipped via surface cargo and take an additional 2–3 business days.

B. Shipping Charges:

  • Free Shipping: Available on all prepaid orders above Rs 599.
  • Order Tracking: Once dispatched, you will receive an SMS, WhatsApp message, and email with the Courier Partner name and AWB Tracking Link.
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3. Return & Replacement Eligibility

In accordance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020, Mello Pets accepts returns, replacements, and refunds without limitation if the product delivered is defective, damaged, expired, spurious, or does not conform to the characteristics/features advertised on the website.

  • Dog Food, Treats & Nutritional Supplements: Return/exchange within 48 hours of delivery only for damaged, leaked, tampered, incorrect, or past/near-expiry items. Opened food packets cannot be returned due to food safety laws.

❖ Non-Returnable Items (Unless Damaged/Defective on Arrival)

For strict pet hygiene and safety reasons (to prevent the spread of canine infections such as Parvovirus, ticks, or skin fungal infections), the following items cannot be returned or exchanged once opened or used:

  • Personalized or custom-engraved dog name tags and collars.
  • Opened dog food, treats, chew bones, and wet food cans/pouches.
  • Used grooming brushes, nail clippers, dog diapers, and pee pads.
  • Veterinary medicines, dewormers, and prescription supplements.
  • Clearance or final-sale items explicitly marked as non-returnable at checkout.
(Note: Statutory rights under the Consumer Protection Act, 2019 apply—if any of the above non-returnable items arrive damaged, expired, or counterfeit, a full refund or free replacement will be provided).
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4. How to Initiate a Return or Replacement

  • Raise a Request: Contact us within the applicable window via email at [email protected] or WhatsApp at +919677839379 with your Order ID.
  • Unpacking Proof (Recommended for Damaged/Missing Items): Provide clear photographs or an unboxing video showing the shipping label, outer box condition, and the damaged/incorrect item.
  • Reverse Pickup: Once approved, our courier partner will arrange a free reverse pickup from your address within 2–4 business days.
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5. Cancellation Policy

  • Before Dispatch: You may cancel your order at any time before it is dispatched from our warehouse for a 100% full refund with zero cancellation charges.
  • Prohibition of Unfair Cancellation Charges: In compliance with Rule 4(8) of the Consumer Protection (E-Commerce) Rules, 2020, Mello Pets does not impose any cancellation charges on consumers unless we also bear similar charges if we cancel an order unilaterally.
  • After Dispatch: Once an order has already been handed over to the courier partner, it cannot be cancelled in transit. However, you may refuse delivery at your doorstep, and once the package returns to our warehouse, a refund will be processed (shipping costs may be deducted for non-defective refusals).
  • UPI / Wallet (GPay, PhonePe, Paytm): Refund to the original payment source within 2–4 business days.
  • Credit Card / Debit Card / Net Banking: Refund to the original payment source within 5–7 business days, as per RBI banking norms.
Late or Missing Refunds: If your refund has not been credited within the stipulated timeline, we will provide the ARN (Acquirer Reference Number) or UTR Number so you can track the credit directly with your bank.
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7. Grievance Redressal Mechanism

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, if you have any complaints regarding delayed delivery, defective pet products, or refund delays, please contact our Customer Care or Grievance Officer:

Customer Care & Grievance Support

Reach out to us directly for any shipping, replacement, or refund matters.

Customer Support Email
[email protected]
Customer Care Phone / WhatsApp
+91 96778 39379 / +91 88389 98727
Statutory Redressal Timeline: Every complaint will be issued a unique Ticket/Tracking Number. The Grievance Officer will acknowledge the complaint within 48 hours and resolve it within 30 days from the date of receipt.