Refund policy
Returns
We offer a 60-day return policy — you have 60 days from the day your order arrives to start a return.
To qualify, items must be unused, in their original packaging with all tags intact, and in the same condition you received them. You'll also need your order number or proof of purchase.
To start a return, email us at . We'll reply with instructions on how and where to send the package. Items sent back without a return approval will not be accepted.
Any questions about a return — same address: .
Damaged or incorrect items
Inspect your order as soon as it arrives. If anything is defective, damaged, or wrong, contact us right away and we'll make it right.
Non-returnable items
For hygiene reasons, the following cannot be returned:
- Filter cartridges that have been opened, installed, or used
- Any product where the tamper-evident seal has been broken
- Personal care and wellness items that have been opened
We also cannot accept returns on sale items, gift cards, custom or personalised products, or hazardous materials (flammable liquids, pressurised containers). If you're unsure about a specific item, reach out before returning it.
Order cancellation and restocking fee
Changed your mind? Let us know as soon as possible. If your order hasn't been processed or shipped yet, we'll do our best to cancel it.
Please note:
- Change-of-mind cancellations incur a 20% restocking and processing fee (calculated on the order value) to cover transaction and admin costs. This is deducted from the refund.
- Once an order has been processed or shipped, it may no longer be cancellable — our standard return policy will apply instead.
Exchanges
The fastest way to swap is to return the original item and place a separate order for the new one as soon as your return is approved.
EU 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of receipt — no reason required. The item must still be unused, in its original packaging, with tags and proof of purchase.
Shipping address accuracy
It's your responsibility to make sure the shipping details you enter at checkout are correct and complete — including unit numbers, apartment numbers, and PO box details.
Mend & Co is not liable for orders that are delayed, lost, or returned because of incorrect or incomplete address information. If an order is returned due to an address issue, you can choose to have it re-shipped; additional shipping fees may apply.
We cannot guarantee address changes once an order has been processed or dispatched.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether it's approved. If approved, the refund is issued to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to post it to your account.
If more than 15 business days have passed since we approved your return and you still haven't seen the refund, email and we'll chase it.
