Return and Exchange Policy at MLW

Exchange & Return Policy – (MLW)

At Mellow (MLW), we strive to provide a safe and exceptional online shopping experience that ensures customer satisfaction and product quality. In accordance with the Saudi Ministry of Commerce E-Commerce Regulations, we outline our Exchange and Return Policy as follows

Exchange & Return Policy

Customers are entitled to request an exchange or return within 7 days from the date of receiving the order.
The product must be in its original condition, unused, and with complete original packaging and accessories.

If the product has been opened, used, or if the original packaging is damaged, the customer will not be eligible for an exchange or return.

If the customer requests an exchange or return for reasons not related to an error by MLW, the customer bears the full shipping costs (both ways).
If the exchange or return is due to an error by MLW (such as receiving an incorrect item or a manufacturing defect), MLW will bear the full shipping costs, with no deductions from the refunded amount.
Orders placed through the online store cannot be exchanged or returned at physical branches, except for customers within Riyadh, where an exchange may be completed at one of MLW branches, subject to product availability.
Discounted products are non-refundable and may only be exchanged within 3 days from the date of purchase.
Gift cards are non-refundable and non-exchangeable, cannot be redeemed for cash, and are valid for 12 months from the date of issuance.

Order Cancellation & Modification

Orders may be canceled or modified only if their status is “New.”
If the order is already prepared or out for delivery, the customer will bear the shipping fees after receiving the product and returning it to MLW warehouse.
Refunds are processed within 7–14 business days (excluding Fridays, Saturdays, and official holidays) after the returned product is received and inspected.
MLW reserves the right to change the shipping carrier when necessary without prior notice.

Product Warranty & Quality

(MLW) products do not include an after-sales warranty.

Our responsibility is limited to ensuring product quality at the time of delivery.

A product is considered received in good condition if no issue is reported within the specified period below:
Food products (candy, sauces): Any issue must be reported within 24 hours of receipt.
Wearable products (clothing, socks, and similar items): Any clear manufacturing defect must be reported within 3 days of receipt.

This does not include damage caused by misuse or failure to follow care instructions.

After these periods, no exchange or return requests will be accepted for any reason, in compliance with Ministry of Commerce regulations.
Exceptions apply only in cases where a verified manufacturing defect is reported within the specified notification period.

Exchange & Return Process (Online Orders)

Within Riyadh:

Customers may visit one of MLW branches to complete the exchange or return, subject to product availability.

If cash is available at the branch, the refund will be issued in cash.

If cash is not available, the refund will be transferred to the customer within 7–14 business days, excluding Fridays, Saturdays, and official holidays.

Outside Riyadh:

The product must be delivered to the nearest RedBox branch for shipment to MLW warehouse, ensuring the item is securely packaged and in its original condition.

Once the product is received and inspected by the MLW team, the exchange or refund will be processed according to the approved policies.

Refunds are issued within 7–14 business days, excluding Fridays, Saturdays, and official holidays.

Shipping & Delivery Policy

Within Riyadh: Delivery within 1–3 business days.
Other cities in Saudi Arabia: 3–7 business days.
International orders: 7–21 business days (depending on the destination country, shipping carrier, and customs procedures).
Our official business days are Sunday to Thursday. Fridays, Saturdays, and official holidays are excluded from delivery and refund timelines.
If an order is delayed beyond 15 business days from the stated delivery timeframe, the customer has the right to cancel the order and receive a full refund, in accordance with Saudi Ministry of Commerce regulations.

Technical Errors & Pricing

In the event of a technical issue or unintentional error related to pricing, promotional codes, or product details displayed on the online store, MLW reserves the right to cancel the order or adjust the price after notifying the customer.

If payment has already been completed before the error is discovered, the full paid amount will be refunded to the customer via the original payment method within the legally specified timeframe.

This policy is implemented in accordance with the Saudi Ministry of Commerce E-Commerce Regulations, which allow merchants to correct unintentional electronic errors while safeguarding consumer rights.

Packaging Policy – MLW

First: Nature of the Packaging Service

1. The gift packaging service is considered a customized service executed based on the customer’s request.

2. The packaging service is carried out after the order is confirmed and prepared for shipping or pickup.

3. This policy applies to all orders (online orders and in-store purchases).

Second: Returns & Exchanges – Packaging Service

1. The packaging service fee is non-refundable once the service has been completed.

2. The type of packaging cannot be changed after the order has been processed.

3. If the packaging has been opened or used, it cannot be reused or resold.

Third: Return of a Packaged Product

1. Customers may return the product according to MLW’s approved return policy.

2. If a packaged product is returned, the packaging service fee will be deducted from the refunded amount.

3. The packaging service fee is non-refundable under any circumstances once the service has been completed.

WhatsApp: +966 59 719 9820

Email: [email protected]

For better service, please contact us using the same phone number used when placing the order.