Refunds & Returns

This policy explains when you can return a Dear Milo product and how we handle refunds. If anything below contradicts your statutory rights as a UK or EU consumer, your statutory rights take precedence.

Why custom items aren't returnable

Every Dear Milo product is made to your specifications — your pet, your photo, your customisation. UK law (Consumer Contracts Regulations 2013, Reg 28(1)(b)) and EU law (Directive 2011/83/EU, Article 16(c)) specifically exempt personalised goods from the standard 14-day right to cancel.

Dear Milo orders cannot be cancelled or refunded for a change of mind, at any time — including before production starts. Please only buy what you intend to keep.

Faulty, damaged, or wrong items

Under the Consumer Rights Act 2015, every product we sell must be of satisfactory quality, fit for purpose, and as described. If your product fails any of these, you're entitled to:

• Within 30 days of delivery: full refund (short-term right to reject).
• Within 6 months: repair or replacement; if that fails, refund.
• After 6 months (up to 6 years): repair or replacement, with possible deduction for use.

In practice we offer a full refund or free replacement, your choice, within 30 days of delivery.

To claim: email support.dearmilo@gmail.com within 30 days with your order number, photos of the issue, and a brief description. We'll respond within 2 business days.

Lost or delayed parcels

If your tracking hasn't moved for 10 business days, email us. If the carrier confirms the parcel is lost, or 30 days pass with no resolution, we'll reship at no cost or refund you in full.

Damaged in transit

If the item arrives visibly damaged, take photos before fully unpacking and email us within 7 days of delivery. We'll arrange a free replacement or refund.

Sizing

We publish size charts on every product page. We cannot offer free returns for sizing changes. If the garment deviates materially from the published size chart (more than 2cm in any major dimension), that's a Consumer Rights Act issue — contact us.

How refunds are processed

Refunds go back to the original payment method. Stripe usually credits your card within 5–10 business days. Original shipping is refunded only if the issue is our fault.

Excluded situations

We don't refund for: damage caused by misuse or improper washing; normal wear and tear; customs duties you didn't expect.

Contact

support.dearmilo@gmail.com — please include your order number. Mon–Fri, 9am–6pm UK time.