Terms of service
Last update: 03.06.2025
Chapter I – General Conditions of the Mellow Website
1. Introduction
This document sets out the information relating to the online account and the contracts concluded remotely on the website www.mellowplayground.com (hereinafter referred to as the Mellow Website), and all its subdomains, in accordance with Decree-Law no. 24/2014 of February 14, as currently amended, both within the scope of the sale of goods and services without creating an account and within the scope of the Mellow account.
The Mellow Website is owned by Mellow Playground, Unipessoal, Lda, headquartered, Lisbon, corporate entity no. 517 811 928.
Mellow provides a Customer Support service through which the customer may, at any time, contact Mellow to request clarification, make suggestions, or submit complaints. Purchasing any product on the Mellow Website and its subdomains and creating an account implies acceptance of this information and Terms and Conditions.
2. Conditions of Use of the Mellow Website
Users must be at least 18 years old to create an online account and make purchases on the Mellow Website. Users must use the Mellow Website in compliance with applicable legislation. The Mellow Website may contain links to other websites which may contain useful information/tools for its users. These Mellow Terms and Conditions do not apply to third-party websites. If the user visits another website redirected from the Mellow Website, they should read and accept that site's terms and privacy policy.
3. Changes to the Mellow Website and These Terms and Conditions
Mellow reserves the right to modify, at any time and without prior notice, the presentation and content of the Mellow Website, its services, and these Terms and Conditions, without prejudice to rights acquired under already concluded contracts. These changes aim to improve the Mellow Website and the services offered to users. If users do not agree with the changes made, they may cease using the Mellow Website.
4. Intellectual Property
All content and information on the Mellow Website and its subdomains are the property of Mellow or licensed to it. Use, reproduction, copying, and dissemination by other means of logos, texts, images, videos, or other intellectual property is subject to prior authorization by Mellow.
Customers must comply with the contractual and legal conditions applicable to products marketed on the Mellow Website, especially regarding the use of intellectual property rights, copyrights, and related rights. Mellow is not liable for any misuse of such products.
5. Product and Pricing Information
5.1 Product Information
Mellow considers information regarding the essential characteristics of products through technical descriptions shared by suppliers or third parties, photographs, and videos that illustrate the products, in strict accordance with market standards, providing them clearly on each product and/or service page.
5.2 Pricing Information
Mellow clearly provides the total price of each good or service on its site, including taxes, shipping, or any applicable additional charges.
Mellow is not responsible for any computer, manual, technical, or other error that causes an unintended significant change in the listed retail price. In such cases, where the price is exorbitant or manifestly insignificant, the purchase request will be invalidated and canceled, and the customer will be informed.
Prices and products available on the Mellow Website, as well as promotional campaigns and offers, are only valid for purchases made through the Mellow Website.
6. Payment Methods
For customer convenience, Mellow offers the following payment methods:
• Visa, MasterCard, or American Express cards;
• Multibanco;
• Google Pay;
• PayPal;
• ShopPay;
• Store Gift Cards.
Chapter II – Purchase Conditions on the Mellow Website
1. Product Availability
All products listed on the Mellow Website are available for order, subject to stock availability. Stocks are limited and may become unavailable without notice. In case of stock shortage after payment, Mellow will inform the customer to reschedule delivery or issue a refund within 14 days.
2. Shipping Costs Shipping costs are calculated automatically during checkout:
Shipping outside the EU may be subject to import taxes, customs clearance fees, and other charges to be borne by the recipient.
3. Taxes
Retail prices shown on the Mellow Website include VAT and other applicable taxes or fees.
4. Order Processing and Delivery
Orders are processed after payment confirmation. Delivery is estimated to take 1 to 7 business days after payment.
Mellow does not deliver to P.O. boxes.
The invoice is issued upon order dispatch.
5. Order Tracking
Mellow will update the customer on order status via email.
6. Order Cancellation
The customer may request order cancellation up to the preparation stage by contacting Mellow's support line.
7. Errors
Programming errors, system malfunctions, or message distortions are excepted.
8. Warranty
Products are covered by the Legal Framework of Consumer Rights (DL No. 84/2021) with a 3-year conformity guarantee
9. Right of Rejection
Within 30 days of delivery, customers may request replacement or contract termination in case of non-conformity.
10. Right of Withdrawal
Customers have 14 days to return orders without justification under DL No. 24/2014. Products must be returned complete, unused, and in good condition with original packaging, manual, and accessories. In campaigns like “buy one get one free,” the right applies to all items. Return shipping is at the customer’s expense.
10.1 Withdrawal Declaration
Customers may submit an unequivocal withdrawal declaration electronically.
10.2 Item Return
Returns must be requested from Mellow within 14 days with the item, invoice, and ID.
10.3 Refund
Refunds are processed within 14 days after validation, using the original payment method.
10.4 Legal Exclusions
The right of withdrawal does not apply to:
• Customized items;
• Unsealed goods for health or hygiene reasons;
• Goods inseparably mixed with others;
Chapter IV – Personal Data Policy
1. Personal Data Processed Controller: Mellow Playground, Unipessoal, Lda. Purpose: purchase history, consumption profiles, campaigns, IT security, and contract fulfillment.
2. Data Recipients Shared with Tax Authority or other legal entities.
3. Data Retention Period 10 years for transactions; 2 years for delivery data.
4. Customer Rights Rights: access, rectification, erasure, restriction, portability, objection, no automated decisions.
Chapter V – Applicable Law and Alternative Dispute Resolution
1. Applicable Law
These Terms & Conditions and all contracts concluded under them are governed by Portuguese law.
2. Alternative Dispute Resolution
In case of national or cross-border disputes initiated by a consumer against a supplier of goods or services, the consumer may resort to an Alternative Consumer Dispute Resolution Entity. Mellow is subject to mandatory arbitration or mediation for low-value consumer disputes (up to €5,000), when expressly requested by the consumer.
In case of dispute, the consumer may resort to: Lisbon Consumer Conflict Arbitration Center Address: Rua dos Douradores, no. 116, 2º – 1100-207 Lisbon Website: www.centroarbitragemlisboa.pt
For a full list of RAL entities: www.consumidor.gov.pt More information at the Consumer Directorate-General: www.consumidor.pt