Refund policy
How to return/exchange my product or cancel my order
If you bought your product from an authorised reseller of our products or our Amazon store
Please contact the point of purchase for their return and exchange policies as well as instructions on how to make a return/exchange or cancel your order.
If you bought your product from our website www.miloupets.com
Please use the information stated below on how to return/exchange your product or cancel your order.
Our return and exchange policy:
Items must be returned within 14 days from receiving the package. The returned/exchanged item must be unused and intact within the original packaging to be eligible for return. Items that are used, damaged or in any way altered, returns may be rejected and returned back to the customer. Please note that returns will be issued to the original payment method. Also, that you (the customer) is responsible for the return/exchange shipping cost.
You can exchange your product for another product, if it is of the same value and if it is in stock at the warehouse. Alternatively if the same product is available in a different colour you can request an exchange for that product. If your requested option is out of stock, please make a return.
Follow the steps below to make a return/exchange:
- Download the return/exchange form herein English or here in Swedish.
- Fill out the form and email it to info@miloupets.comwith the subject name Return Milou Pets.
- Once your request has been approved, you will receive an email with a return label and shipping instructions. Print the return label and attach it to your package.
- Mail the package to the address stated below:
Milou Pets AB
c/o NOTIMA
LÄRJUNGEVÄRGEN 6
136 69 VENDELSÖ
SWEDEN
How to cancel my order:
Customers have 14 days to cancel a purchase. Please contact our customer service at info@miloupets.com if, during that time, you want to cancel your product. Please note that if you have already received your order, but would like to cancel, please make a return.
Do you refund shipping costs?
We do not refund shipping costs. The shipping fee charged at check-out covers the shipping and handling of the transportation company.
Notice of defects:
Consumers are entitled to return a defective item up to three years after it has been purchased, but within reasonable time of having discovered the defect. Defects are faults that can be traced to how the product was manufactured. Defects are not associated with wear and tear, or the ageing of products.
Milou Pets AB reserves the right to, first and foremost, remedy the error. Secondarily, we would offer redelivery of the product. If neither is possible, we will issue you (the customer) a refund. For any additional questions about defects, please contact our customer service at info@miloupets.com. Please note that Milou Pets AB is not responsible for the return shipping costs.
Milou Pets AB will make an assessment once we have received the item you have returned to us. We will then contact you to resolve the matter. After we have received the returned item, we will process and complete the case within 30 days.
In the event of a dispute, we recommend that you contact the Swedish National Board for Consumer Complaints.