Refund policy

return + refund policy

we want you to feel good about what you ordered and clear about what happens if something isn’t right.

unopened returns

unopened and unused products may be returned within 30 days of delivery.

to start a return, contact us first at hello@hellomellow.com. please do not send products back without contacting us.

customers are responsible for return shipping costs unless the return is due to an error on our part. original shipping charges are non-refundable.

once your return is received and inspected, approved refunds will be issued to the original payment method.

opened products

because body care products are personal-use items, opened or used products cannot be returned.

that does not mean we won’t help if something genuinely went wrong. if you received a damaged product, the wrong item, or experienced an unexpected issue with a product, please contact us so we can review it with you.

damaged, leaking or incorrect orders

please inspect your order when it arrives.

if something was damaged in transit, leaked significantly, or you received the wrong item, contact us within 15 days of delivery at hello@hellomellow.com.

please include your order number and a photo of the item and packaging when possible. we’ll work with you to make it right.

aroma preferences

aroma is personal. because of that, we cannot accept returns of opened products based only on scent preference.

if you know you are especially sensitive to aroma, our fragrance-free clarity options may be a better place to start.

handmade product variations

hellomellow products are made by hand in small batches.

because we work with plant oils, butters, salts and other naturally derived ingredients, you may notice slight differences in color, texture, firmness or aroma from batch to batch.

temperature can also affect the texture and firmness of water-free products. these normal variations do not mean the product is defective.

final sale items

gift cards are non-refundable.

items specifically marked final sale at the time of purchase are not eligible for return or refund unless they arrive damaged or incorrect.

subscriptions

subscription purchases follow this return policy.

changes or cancellations to future subscription orders must be made before the next order is processed. once an order has been processed, it cannot be canceled simply because it was part of a subscription.

certain subscription plans may include a separate satisfaction guarantee. any guarantee offered with a specific plan is subject to the terms shown with that plan at the time of purchase.

for help with a subscription, contact hello@hellomellow.com.

need help?

email hello@hellomellow.com and include your order number whenever possible.

we’re a small team, and a real person will read your message and help you figure out the next step.