Refund policy

Returns & Refunds Policy

You have 30 days from delivery to return unused items with tags. If we made a mistake or your item is faulty, we’ll cover the return and fix it fast.

1) Return window & eligibility

  • 30 days from delivery to request a return.
  • Faulty or incorrect item: Always eligible. We cover return postage and offer a refund or exchange.
  • Change of mind / wrong size: Eligible if unused, hair-free, odour-free, with no marks or scratches, and with all original tags and inner packaging.
  • Sets/Bundles: Must be returned complete (all components included).

2) Items we can’t accept

•    Items showing use (chewed/soiled, pet hair, odour, stains/scratches).
•    Missing parts from a set/bundle.
•    Customised/personalised items.
•    Hygiene-compromised items.
•    Unfortunately, we cannot accept returns on sale items or gift cards.
•    Requests after 30 days without prior approval.

3) Who pays for return postage?

•    Our fault (damaged in transit / defective / wrong item or size sent): Milo & Kensi pays — we’ll email you a prepaid label.
•    Change of mind / ordered wrong size: Customer pays the return. Original shipping is not refunded.
•    EU returns: Customer arranges and pays return postage unless the product is faulty.


4) How to start a return?

  1. Contact us with your order number, the item(s), and the reason: milo.kensi@outlook.com.
  2. We’ll reply with a Returns Number (RMA), acceptance checklist, and (if applicable) a prepaid label with packing instructions.
  3. Once your parcel arrives and is inspected, we’ll process your refund or exchange within 5 business days.

Important for damaged/defective items: Please report within 3 days of delivery so we can help quickly.


5) Photo checklist (only if damaged)

Please attach clear, well-lit JPG/PNG (up to 10MB each):

Damaged/defective on arrival (report within 3 days):

  • Photo of the outer shipping box showing damage.
  • Photo of the shipping label (barcode & address visible).
  • Photo of the inner packaging/void fill.
  • 2–4 close-ups of the product damage/defect.
  • Short 10–20s video if it’s a functional issue (e.g., buckle won’t fasten).


6) Packing your return

  • Repack safely in the original inner bag/box where possible.
  • Include all item you wish to return (for sets/bundles all bundle items must be returned).
  • Add a note with your RMA number inside the parcel.


7) Refunds & exchanges

  • Refunds go to the original payment method.
    • Change-of-mind returns: original shipping is not refunded.
    • Faulty/incorrect items: original shipping is refunded.
  • Exchanges: we ship your replacement once your return is received and checked (one free size exchange per order).


European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt/ proof of purchase.


Refunds 

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at milo.kensi@outlook.com.
If you have any additional doubts of questions do not hesitate to contact us!
The Milo & Kensi Team.

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