Refund policy

Returns

You may request a return within 7 days of receiving your order for a refund, provided the item meets the return conditions below.

Return shipping costs are the responsibility of the customer.

Because Mello beds are compressed and vacuum-sealed for safe and hygienic delivery, returns are only accepted where the product remains unopened, unused, and in its original vacuum-sealed packaging.

Once the vacuum seal has been broken, the product is considered used and is no longer eligible for return due to hygiene and material expansion reasons.

We strongly recommend checking our size guide carefully before opening your bed. If you are unsure, please contact us before breaking the seal — we are happy to help.

Exchanges & Store Credit

Exchanges or store credit are available for items that meet the return conditions — unopened, unused, and in their original vacuum-sealed packaging.

Return shipping costs for exchanges are the responsibility of the customer.

To request an exchange or store credit, please contact us within 14 days of delivery at hello@mellobed.co.za. 

How to Start a Return or Exchange
To initiate a return or exchange, please contact us at hello@mellobed.co.za. 

If your request is approved, we’ll send you full instructions on how and where to send your item. Items sent back without prior approval cannot be accepted.

Defects & Damage

If you discover your Mello bed has a manufacturing defect, or a structural or functional fault occurs during normal use, please report it to us and we will assess your case. Where a defect is confirmed, we will replace or refund the item at no cost to you, including shipping.

This cover applies only to manufacturing defects and does not include normal wear and tear or expected material behaviour, such as gradual softening or settling of foam over time. It also does not cover damage caused after delivery, including chewing, scratching, digging, biting, excessive force, misuse, neglect, accidents, or improper care.

Each case is assessed individually to determine whether the issue is a manufacturing defect or falls outside this cover.

Exceptions & non-returnable items

Items where the original vacuum seal has been opened, sale items, and gift cards are unfortunately not eligible for return or exchange.

Refunds

Once your return has been received and inspected in line with the return conditions, we will notify you by email.

If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to reflect the credit.

Questions

If you have any questions, please contact us at hello@mellobed.co.za.