Terms & Conditions
Last updated: 5 May 2026
These Terms & Conditions ("Terms") govern your use of dearmiloshop.com and your purchase of products from [LEGAL_ENTITY] ("Dear Milo"). By placing an order or using the Site, you agree to these Terms.
- Trading as: Dear Milo
- Registered name: [LEGAL_ENTITY]
- Company number: [COMPANY_NUMBER]
- Registered address: [REGISTERED_ADDRESS]
- Contact: support.dearmilo@gmail.com
1. Definitions
- "You" / "Customer" — the person placing the order.
- "Product" — a custom embroidered garment or related item.
- "Pet Photo" — any image you upload to generate a design.
- "AI Preview" — the digital mockup we generate from your Pet Photo.
- "Personalised Goods" — Products made to your specifications (Consumer Contracts Regulations 2013, Reg 28(1)(b)).
2. The contract
The contract is formed when we send you an order confirmation email, not when you click "Pay". We may decline an order at our discretion before that point. If we decline, we'll refund you in full within 7 days.
3. Pricing and payment
All prices are in GBP, inclusive of VAT where applicable. Shipping is calculated at checkout. Payment is taken in full via Stripe. We accept Visa, Mastercard, Amex, Apple Pay, Google Pay. We never see or store your full card number.
4. Personalisation — critical info
Dear Milo orders cannot be cancelled. Every product is custom-made based on the Pet Photo you upload. Under the Consumer Contracts Regulations 2013, Regulation 28(1)(b), personalised goods are exempt from the standard 14-day right to cancel.
This means Dear Milo orders cannot be cancelled or refunded for a change of mind, at any time — including before production starts. Please only place an order if you intend to keep it.
This section does not affect your statutory rights for faulty, damaged, or incorrectly produced items — see section 8 and our Refunds & Returns Policy.
4a. Acknowledgement at checkout
To complete an order, you must tick a checkbox confirming you understand the above.
5. Pet photos and the licence you grant us
When you upload a Pet Photo, you confirm you own or have permission to use it, it does not infringe anyone's rights, and it does not contain unlawful or obscene content.
You grant Dear Milo a non-exclusive, worldwide, royalty-free licence to use the Pet Photo strictly to produce your order (including sending it to Google Gemini and Printful). This licence ends 90 days after fulfilment.
5a. Optional UGC licence
At checkout, a separate unticked checkbox lets you grant us an additional licence to use your Pet Photo and embroidery design in marketing. You can withdraw this at any time by emailing us.
6. The AI Preview
The artwork shown before checkout is generated by AI and is indicative. The final embroidered product may differ slightly. If you receive a product that is materially different from a reasonable interpretation of the AI Preview (wrong pet, wrong colour, garbled), section 8 applies.
7. Shipping & delivery
See our Shipping Policy for lead times, delivery windows, and cost. Risk in the goods passes to you on delivery. If your parcel is lost or damaged in transit, contact us within 30 days of dispatch.
8. Refunds, returns, faulty goods
See our Refunds & Returns Policy. Faulty, damaged, or wrong items: full refund or replacement at no cost, under the Consumer Rights Act 2015. We do not refund for sizing issues unless the garment deviates materially from our published size chart.
9. Intellectual property
All Site content (other than your Pet Photos) is owned by [LEGAL_ENTITY] or licensed to us. The design generated from your Pet Photo is a collaboration — you provide the source photo; we generate the design. We grant you a personal, non-commercial licence to use the design on the product you bought.
10. Acceptable use
You agree not to use the Site for fraud or unlawful purposes, upload offensive or infringing content, scrape or attack the Site, or resell our products commercially without permission.
11. Liability
Nothing in these Terms excludes our liability for death or personal injury caused by our negligence, fraud, or any liability that can't be excluded under UK law. Subject to that, our total liability is limited to the amount you paid for the relevant order.
12. Force majeure
We won't be in breach if our performance is delayed by an event beyond our reasonable control. We'll notify you promptly and offer a refund if the delay is material.
13. Governing law
These Terms are governed by the laws of England and Wales.