Returns & Refunds

Returns & refunds for online orders

For eligible online purchases, you can notify us of your decision to withdraw without giving a reason within 14 calendar days of receiving your goods. Where one order is delivered separately, the period starts on receipt of the last item. You then have 14 days after notifying us to send the goods back.

Tell us you wish to return an order

Email hello@mellowconcept.com with your order number and the items concerned, or send an unambiguous withdrawal declaration by post to YesWeCan SRL, Parvis de la Trinité 3, 1050 Brussels, Belgium. You can use the model below, but it is not compulsory.

Prepare and send your parcel

Pack the items securely, preferably in the original packaging, and include your order number. Keep tags and accessories where possible. You may examine or try on an item as you would in a shop. Handling beyond what is necessary to establish its nature, characteristics and functioning may result in a deduction for diminished value; missing packaging or tags does not automatically remove your statutory right of withdrawal.

Return address:
Mellow Concept / YesWeCan SRL
Parvis de la Trinité 3
1050 Brussels, Belgium.

Return shipping is at your expense for a change-of-mind return. Use your own carrier, preferably with tracking, or request a prepaid label at hello@mellowconcept.com. We communicate its cost before you agree; that agreed cost is deducted from your refund. For a faulty, incorrect or damaged item, contact us first so we can arrange the appropriate solution.

Refunds

Refunds use the original payment method unless otherwise expressly agreed without cost to you. We refund without undue delay and within the applicable statutory time limit of 14 days after withdrawal notification. Unless we offer to collect the goods, we may withhold the refund until we receive the goods or evidence of their return, whichever occurs first. For withdrawal from the whole order, the standard outbound delivery charge is also refunded; any extra charge for a more expensive delivery option is excluded.

Sale items and exceptions

Sale and promotional items have the same statutory withdrawal rights as full-price items. A “final sale” label alone does not remove those rights. Legal exceptions may apply, including genuinely personalised goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Contact us about gift cards or any specific exception; your statutory rights remain unaffected.

Model withdrawal declaration

To: YesWeCan SRL, Parvis de la Trinité 3, 1050 Brussels, Belgium; hello@mellowconcept.com.
I hereby notify you that I withdraw from my contract for the following goods: …
Ordered on / received on: …
Order number: …
Consumer name and address: …
Date: …
Signature (only for a paper declaration): …

Damaged parcels

Keep the packaging if possible, take photos of the damage and contact hello@mellowconcept.com promptly. These practical steps do not limit your statutory rights.