Refund policy

Last updated: September 16, 2026

30-day returns

You may request a return within 30 days after receiving your order. For a change-of-mind return under this store policy, the item must be unused and in its original condition, with all included parts and accessories. Please retain the packaging where possible. This unused-item condition does not limit any statutory right to inspect a product.

How to arrange a return

Email pets@milomuse.shop or contact us on WhatsApp at +86 176 0936 4280 or +86 152 5886 8226. Include your order number or other proof of purchase.

We will provide return instructions and the correct return address. Please contact us before sending a parcel. Our registered-agent address is not a return address. We will not treat the time taken to provide instructions as shortening a return request made within the applicable deadline.

Return shipping costs

• Change of mind, including choosing the wrong size or color: the buyer pays return shipping.
• Faulty, damaged or incorrectly supplied items: MILO & MUSE covers the necessary return shipping costs.

For a problem with an item, contact us with a description and, where possible, photos so we can arrange the appropriate remedy. Your rights concerning faulty or misdescribed goods are not limited to the 30-day return window.

Refunds

After receiving and inspecting an eligible return, we will refund the amount paid for the returned goods to the original payment method within 14 days of receipt, or sooner where required by law. Your bank or payment provider may take additional time to display the credit. We will not deduct an outbound shipping fee where standard shipping was free.

EU and UK cancellation rights

Where applicable, you may cancel an online purchase without giving a reason by notifying us within 14 days of delivery, then send the goods back within a further 14 days. You may inspect goods as you would in a shop. Handling beyond what is necessary may result in a lawful deduction for diminished value.

For a statutory cancellation, refunds include any standard delivery charge paid. We refund within 14 days of notice, but may withhold the refund until we receive the goods or evidence they were sent back, whichever is earlier, where permitted by law. The buyer pays change-of-mind return postage; we cover necessary return costs for faulty or incorrectly supplied goods.

Discounted goods retain the same statutory rights. Nothing in this policy removes mandatory consumer rights or remedies.