Refund policy
Returns and Cancellations Policy – MILO
Order Cancellation Before Shipping
Any order may be cancelled as long as it has not yet been shipped.
If the customer cancels the order within 24 hours of placing the order, and only before the product has been shipped, the company will charge a 4% payment processing cancellation fee based on the transaction amount.
Return / Cancellation After the Order Has Been Shipped
Once an order has been shipped, the delivery cannot be cancelled while in transit.
In such a case, the customer must wait until the product is received and may then return it to the business address within 14 days of receiving it, subject to the following conditions:
- The product has not been worn or used
- The product is returned without defects, stains, or odors
- The product is returned in its original packaging
- Once the returned product has been received and inspected, the customer will be eligible for store credit and/or a refund in accordance with this policy
Products that have been removed from or opened from their original packaging cannot be returned.
Refunds
In the event of a cancellation after the product has been shipped or received, a refund may be issued less a 4% payment processing fee, provided that the product has been returned, inspected, and found to be in acceptable condition.
The refund will apply to the cost of the product only.
Shipping costs are non-refundable.
Products cannot be returned for a refund more than 14 days after the date of receipt, even if they have not been used.
Defective Products / Order Issues
If you receive a defective product, please take a photograph of the defect and contact our customer service team by email:
Defects must be reported within 48 hours of receiving the product in the case of home delivery.
If the defect is approved, the company will offer an appropriate solution depending on the circumstances:
-
Replacement with a new product
or
- Store credit / refund
To receive a replacement, store credit, or refund, the customer may be required to return the product to the business address.
Reports of defects submitted more than 48 hours after receipt of the package will not be eligible for a replacement or store credit.
Warranty
The company's responsibility is to ensure that the product is delivered to the customer free from defects.
If a product arrives defective and it is determined that the defect existed when the product was supplied by the company, the product will be replaced or credited in accordance with this policy.