Refund policy

Return & Refund Policy

Last updated: 30.09.2025

At Mellow Playground, we want you to love what you ordered.
If something doesn’t feel right, don’t worry — we’re here to help.
You can return your order within 30 days from the day you receive it, no questions asked, in line with EU consumer protection laws (Directive 2011/83/EU).

How to start a return

Just send us an email at shop@mellowplayground.com with your order number and the reason for your return (optional).
Once your return is approved, we’ll send you all the instructions and the return address.
Please do not send any items back before contacting us — unannounced returns cannot be accepted.

Eligibility

To qualify for a return:

  • Items must be unused, unworn, and in their original packaging, with all tags and accessories included.

  • You’ll need to provide a receipt or proof of purchase.

  • The request must be made within 30 calendar days of receiving your order.

Return shipping costs are covered by the customer, unless the item is faulty or incorrect.

Items that can’t be returned

Because of hygiene and safety reasons, the following items are non-returnable:

  • Intimate or sexual wellness products (e.g. opened lubricants, vibrators, or body products)

  • Personal care goods (e.g. opened cosmetics)

  • Custom or personalized products

  • Sale items or gift cards

  • Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item qualifies, please reach out before sending it back — we’ll be happy to clarify.

Damaged or faulty items

If your order arrives damaged, defective, or incorrect, let us know at shop@mellowplayground.com right away with your order details and photos.
You are entitled to a repair, replacement, or full refund as per EU consumer protection standards.

Exchanges

We don’t offer direct exchanges.
The easiest way is to return the item you have and place a new order once your return is accepted.

Refunds

Once we receive and inspect your return, we’ll let you know if it’s been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Depending on your bank or card provider, it may take additional time for the funds to appear.
If more than 15 business days have passed since your refund was approved, please contact us.

Need help?

We’re here to make things easy.
For any questions about returns or refunds, you can always reach us at:
shop@mellowplayground.com

 

Summary
You have 30 days to change your mind.
Just email us first — we’ll guide you step by step.