Refund and Returns Policy

1. Eligibility & Return Time Window

1.1 Standard Return Period

1.2 Qualified Return Conditions

1. Goods are unused, unwashed, undamaged, and kept in original new condition;
2. Original retail packaging, tags, user manuals, accessories, and gift boxes are complete and intact;
3. Items are not marked as final sale, clearance, personalized, or perishable limited-edition goods.

2. Non-Returnable & Non-Refundable Items

1. Hygiene pet grooming tools, disposable pet accessories, used pet beds and feeding equipment for sanitary protection;
2. Downloadable digital products, electronic license keys, and customized/personal engraved goods;
3. Clearance final-sale discounted items, flash limited promotional products, and bundled combo sets sold at special prices;
4. Consumable supplies, disposable USB accessories, and opened white noise machine/electronic hygiene devices.

3. Valid Reasons for Returns & Refunds

3.1 Our Responsibility (Full Refund + We Cover Return Shipping)

1. We shipped the wrong product, incorrect size, wrong color, or mismatched item compared to your order;
2. Items arrive defective, broken, scratched, or damaged during transit;
3. Missing parts, incomplete accessories, or manufacturing quality defects confirmed by product inspection.

3.2 Customer Voluntary Return (Buyer Covers Return Shipping)

4. Step-by-Step Return Process

1. Submit a formal request
    

   Send an email to support@mevilo.shop with your Order Number, full name, purchased product name, reason for return, and clear photos/videos of the item (packaging, condition, defects if applicable).

2. Wait for official approval
    

   Our customer service team will review your request within 1–3 business days and reply with an authorized return address, return tracking requirements, and instructions. Do NOT send items back before receiving our written approval. Unauthorized returned parcels will be rejected and cannot be processed.

3. Ship the item back
    

   Package the product securely to avoid damage during return transit, attach the provided return label, and send the parcel to our assigned address. Save your return tracking number for verification.

4. Inspection & Refund Processing
    

   Once our warehouse receives and inspects your returned goods to confirm they meet our return standards, we will process your refund within 5–7 business days. Funds will be returned to your original payment method automatically. The arrival time of the refund depends on the processing speed of your bank or payment gateway, which usually takes an additional 3–10 working days.

5. Exchange Service

1. Submit an exchange request via support@mevilo.shop within the 30-day return window;
2. Return the original eligible item following our standard return process;
3. Once we receive and inspect your returned item, we will arrange shipment of your new replacement product.
    

   Customer is responsible for all return shipping fees for voluntary exchanges. If the new item has a price difference, you will pay the extra amount or receive a corresponding partial refund accordingly.

6. Partial Refunds & Special Circumstances

1. Partial refund approval: We may offer a partial refund without requiring item return for minor cosmetic defects confirmed on arrival, at our sole discretion based on photo evidence.
2. Lost or missing parcels: If your order is lost in transit or marked delivered but never received, contact us immediately. We will investigate logistics records and arrange a reshipment or full refund once confirmed by the shipping carrier.
3. Damaged upon delivery: Please take unboxing video proof immediately when you receive a damaged package, and send it to our support team within 48 hours of delivery notification for quick resolution.

7. Shipping Cost Rules

1. Our fault (wrong item / damaged goods / manufacturing defects): We cover return shipping fees, and we will refund your original delivery cost in full.
2. Customer voluntary return: Original shipping cost is non-refundable, and you pay all return postage.
3. International orders: All customs duties, import taxes, and cross-border return fees incurred are the responsibility of the buyer, unless the error is caused by our fulfillment mistake.

8. Warranty for Electronic Products

• All electronic goods come with a 12-month limited manufacturer warranty against factory hardware defects.
• The warranty does not cover damage from improper voltage use, water immersion, accidental impact, unauthorized disassembly, or normal consumable component wear.
• Warranty claims do not equal free return; we will provide repair, component replacement or technical troubleshooting support per warranty terms.

9. Order Cancellation Policy

1. You may cancel your unpaid order at any time before payment is completed with no penalty.
2. Paid orders can be canceled for a full refund before we process shipment. Once your order has been dispatched and assigned a tracking number, cancellation is no longer available, and you will need to follow our standard return policy after receiving the package.
3. Bulk wholesale orders and customized production orders cannot be canceled once production has started.

10. Policy Updates

11. Contact Information for Inquiries