Refund policy

Last Updated: September 15, 2026

At Mello, we want you to have a great experience with every order. Since our products are food and consumable items, we follow specific guidelines for returns, refunds, and replacements to maintain product quality and safety.

Please read this policy carefully before placing your order.

1. Return Eligibility

Due to the nature of our food products, we generally do not accept returns of products that have been opened, used, or consumed.

However, we may provide a replacement or refund in the following situations:

  • Damaged Product: Your product was damaged during shipping or delivery.

  • Defective Product: The product has a manufacturing or quality issue.

  • Wrong Product: You received a product different from what you ordered.

  • Missing Product: One or more products from your order are missing.

  • Expired Product: You received a product that was already expired or has an issue with its stated expiry date.

All return, replacement, and refund requests are subject to verification by Mello.

2. Non-Returnable Products

We cannot accept returns or refunds for:

  • Products that have been opened, consumed, or partially used, unless there is a verified quality or manufacturing issue.

  • Products damaged due to improper storage or handling after delivery.

  • Products returned after the applicable reporting period.

  • Products without their original packaging, where the packaging is required to verify the issue.

  • Products purchased during clearance or special promotional sales, unless the product is defective, damaged, or incorrectly supplied.

  • Products where the issue is caused by personal taste or preference.

Because our products are food items, we encourage customers to inspect their order as soon as it is delivered.

3. Reporting Period

For damaged, defective, wrong, missing, or incorrect products, please contact us within 48 hours of delivery.

For other eligible return or refund requests, please contact us within 7 days of receiving your order.

Requests made after these periods may not be eligible for a refund or replacement.

4. How to Request a Refund or Replacement

To raise a request, contact us through:

Phone/WhatsApp: 6380411025

Please provide:

  • Order number

  • Name used while placing the order

  • Product name and quantity

  • Reason for the request

  • Description of the issue

  • Clear photographs or videos of the product and packaging, where applicable

For damaged or defective products, photographs/videos may be required before we can process the request.

Our team will review the request and communicate the resolution after verification.

5. Damaged or Defective Products

If your product arrives damaged or defective:

  1. Please do not consume the affected product.

  2. Take clear photographs/videos of the product and packaging.

  3. Contact us within 48 hours of delivery.

  4. Keep the product and packaging until we provide further instructions.

After verification, Mello may offer:

  • A replacement of the affected product; or

  • A full or partial refund, depending on the circumstances.

If the issue was caused during shipping or by an error on our part, we will bear the applicable return/replacement shipping costs.

In certain cases, we may not require the damaged product to be returned.

6. Wrong or Missing Products

If you receive a product different from what you ordered, or if an item is missing:

  • Contact us within 48 hours of delivery.

  • Provide your order number and photographs of the package and products received.

After verification, we may:

  • Ship the correct/missing product at no additional cost; or

  • Provide a refund for the affected product.

Where the error is on our part, Mello will bear the applicable shipping costs.

7. Refunds

Refunds may be provided for:

  • Approved refund requests.

  • Eligible damaged or defective products.

  • Wrong or missing products where a replacement is not provided.

  • Orders cancelled successfully before dispatch.

  • Duplicate payments or payment processing errors.

  • Orders cancelled by Mello due to circumstances such as product unavailability or inability to fulfil the order.

Refund eligibility will be determined after reviewing the specific circumstances of the order.

8. Refund Processing

Once a refund has been approved, we will initiate the refund to the original payment method, wherever possible.

The time taken for the amount to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other payment service provider.

Mello is not responsible for delays caused by the customer's bank or payment provider after the refund has been successfully initiated.

9. Shipping Charges on Refunds

If the refund is due to an error on our part, such as:

  • Wrong product being sent

  • Damaged product

  • Missing product

  • Verified product defect

we will refund the applicable product amount and, where applicable, the original shipping charges.

For cancellations or other situations not caused by Mello, shipping charges may be non-refundable.

10. Cancellation Policy

Orders may be cancelled before they are processed for dispatch.

To request a cancellation, contact us as soon as possible with your order number.

Once an order has been dispatched, cancellation may no longer be possible.

If an eligible cancellation is successfully processed, the applicable refund will be initiated to the original payment method.

11. Exchanges

We currently do not offer direct product exchanges.

If you receive a damaged, defective, wrong, or incorrect product, please contact us.

Depending on the circumstances, we may provide a replacement or refund.

12. Failed or Undelivered Orders

If an order cannot be delivered because of an error on our part, we will work with you to arrange an appropriate resolution, which may include a replacement or refund.

If an order is returned to us because of an incorrect address, failed delivery attempts, refusal to accept the package, or other circumstances attributable to the customer, additional shipping charges may apply for re-delivery.

13. Late or Missing Refunds

If your refund has been approved but you have not received it within the expected timeframe:

  1. Check your bank account or payment method.

  2. Check with your bank or payment provider.

  3. Contact Mello with your order number and refund details.

We will review the transaction and assist you in resolving the issue.

14. Product Storage

Customers are responsible for storing products according to the instructions provided on the product packaging.

Mello will not be responsible for quality issues caused by improper storage or handling after delivery.

15. Policy Changes

Mello reserves the right to update or modify this Refund & Returns Policy from time to time.

Any changes will be published on this page with an updated "Last Updated" date.

16. Contact Us

Mello Customer Support
Phone/WhatsApp: 6380411025