Refund policy
Last updated: July 24, 2026
We hope you and your cat love your Mewlo purchase. If something is not quite right, you may request a return within 15 calendar days of receiving your order.
Return Eligibility
To qualify for a return, the item must be:
- Unused and in its original condition
- Free from scratches, claw marks, pulled fibres, fur, stains, odours, or other signs of pet use
- Free from damage caused after delivery
- Returned with its original packaging and included components
- Accompanied by your order number or proof of purchase
Because our products are designed for cats, we cannot accept returns of items that have been scratched, used, damaged, stained, or otherwise exposed to pet use.
Items returned without prior approval, or items that do not meet the conditions above, may not be accepted or refunded.
Pre-Order Items
Pre-order items are eligible for return under the same conditions as regular items. The 15-day return period begins on the date the order is delivered, not the date the order was placed.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Final-sale items
- Items that have been used or scratched by a cat
- Items showing claw marks, pulled fibres, fur, stains, odours, or other signs of pet use
- Items damaged after delivery through misuse, improper handling, or improper installation
- Items returned without their original packaging or essential components
This does not affect any rights you may have regarding defective, damaged, or incorrectly supplied products.
How to Request a Return
To request a return, email us at lia@mewloshop.com within 15 calendar days of receiving your order.
Please include:
- Your order number
- The name of the item you would like to return
- The reason for the return
- Clear photographs of the item, its condition, and its packaging
We aim to respond to return requests within 3–5 business days. If your return is approved, we will provide return instructions and, where available, a prepaid return label.
Please do not send your order back before receiving return approval and instructions from us.
Return Shipping
For standard approved returns that are not caused by a Mewlo error, a flat US$8.99 return-label fee will be deducted from your refund where a prepaid return label is available.
For returns from Canada or the United Kingdom, return-label availability may vary. If we cannot provide a prepaid label, you may be responsible for arranging and paying for tracked return shipping. We will explain the available options before approving your return.
Original shipping fees, customs duties, import taxes, and other delivery-related charges are generally non-refundable unless required by applicable law or the return is caused by a defective, damaged, or incorrect item.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If your item is damaged, defective, or different from what you ordered, contact us at lia@mewloshop.com as soon as possible.
Please include your order number and clear photographs of the item, packaging, shipping label, and any visible damage or issue.
If we confirm that the item is defective, arrived damaged, or was sent incorrectly, Mewlo will cover the return shipping cost and arrange an appropriate replacement or refund at no additional charge.
Exchanges
We do not currently offer direct exchanges. The quickest way to receive a different item is to return the original item, if eligible, and place a new order separately.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method. Any applicable US$8.99 return-label fee will be deducted from the refund unless the return is due to a defective, damaged, or incorrect item.
Please allow approximately 5–10 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since we approved your refund, please contact us at lia@mewloshop.com.
Orders Purchased as Gifts
Refunds are normally issued to the original payment method used for the order. If you received the item as a gift, please contact us so we can review the available options.
Your Statutory Rights
This policy does not limit any mandatory consumer rights available under the laws of the country, state, province, or territory where you live. Where applicable law provides greater protection than this policy, the applicable legal rights will take precedence.
Contact Us
If you have questions about a return or refund, contact us at:
We aim to respond within 3–5 business days.