Refund policy

BEMELLOU REFUND POLICY

This Refund Policy applies exclusively to physical plush toy purchases made throug bemellou.com. It does not apply to digital app subscriptions, which are governed by the Bemellou Terms of Service.

At Bemellou, we want you to feel comforted and satisfied with your emotional support plush toy. If something isn't right, we're here to help. Please read our refund policy carefully before making a purchase.

1. Eligibility for Refunds

We offer refunds on purchases made directly through our website (bemellou.com) within 30 days of delivery, for any reason, provided the following conditions are met:

The plush toy is unused and in its original condition.
The item is returned in its original packaging, with all tags and accessories (if any) intact.
A valid receipt or order confirmation is provided.

Refunds are not available for items that have been used, washed, damaged after delivery through customer handling, or returned without original packaging.

2. Defective or Damaged Items

If your plush toy arrives damaged or has a manufacturing defect, we will happily replace it or issue a full refund.
To qualify:

Contact us at support@bemellou.com within 7 days of delivery.
Include your order number and clear photos of the defect or damage.

We will not require the item to be returned in its original packaging for defective or damaged claims. Bemellou covers all return shipping costs for defective and incorrectly fulfilled orders.

3. Non-Eligible Items

The following are not eligible for refunds or exchanges:

Items returned after the 30-day window.
Items that show signs of use, washing, or post-delivery damage.
Items returned without original packaging (for non-defective returns).
Plushie verification codes that have already been redeemed.
Digital app subscriptions (see the Bemellou Terms of Service for subscription refund terms).

4. How to Request a Refund or Exchange

Follow these steps to initiate a return, refund, or exchange:
Step 1 — Contact Us:

Email support@bemellou.com with your order number, reason for return, and photos of the item (required for defective/damaged claims).

Step 2 — Receive Authorisation:

We will respond within 3 business days with a return authorisation and shipping instructions.

Step 3 — Ship the Item:

Ship the item back to us within 14 days of receiving the authorisation. Bemellou covers return shipping costs for all eligible returns — we will provide a prepaid return label.

5. Processing Refunds

Once we receive and inspect your return, we will notify you of approval or rejection within 3 business days of receiving the item.

Approved refunds will be processed to your original payment method within 7–10 business days.
Shipping fees originally paid at checkout are non-refundable, unless the return is due to a defect, damage, or our error.
Prepaid return labels are provided by Bemellou for all eligible returns — you will not be charged for return shipping.

6. Exchanges

Want a different plush toy? We will gladly exchange your item if it is returned in eligible condition (unused, original packaging) within 30 days of delivery. Contact us at support@bemellou.com to arrange an exchange. Bemellou covers return shipping for all exchanges.

7. Relationship to Terms of Service

This Refund Policy forms part of, and should be read alongside, the Bemellou Terms of Service available at bemellou.com. In the event of any conflict between this Refund Policy and the Terms of Service, this Refund Policy prevails with respect to physical product purchases. Digital subscription refunds are governed exclusively by the Terms of Service.

8. Governing Law

This Refund Policy is governed by the laws of the State of Florida, United States, without regard to conflict of law principles.

Questions about your order or this policy? We're here to make things right.

support@bemellou.com · bemellou.com

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