Return and refund policy

Returns & Refunds – Milo & Moon

We understand that you can sometimes change your mind — and that's perfectly okay.
That's why we make returns at Milo & Moon as clear and transparent as possible.

1. Cancelling or changing your order

Would you like to change or cancel your order? Please contact us as soon as possible, and no later than 12 hours after placing your order, via support@milo-moon.nl.

Changes or cancellations within 12 hours are a service, not a guarantee.
Once an order has been processed or dispatched, it can no longer be cancelled.

Has your order already been dispatched? Then you can return it after receiving it, following our returns process.

2. Return conditions

You have the right to register your order for return within 14 days of receipt.

In the case of a manufacturing fault or incorrectly delivered item, an extended notification period of 30 days applies.

To be eligible for a return, the product must:

✔ Be unused and undamaged
✔ Be in its original condition
✔ Be returned in the original packaging
✔ Have its labels attached (where applicable)
✔ Include valid proof of purchase

Returns that have not been registered and approved in advance may be refused.

3. Returns process

1. Send an email to support@milo-moon.nl with your order number and the reason for your return

2. Once approved, you'll receive the return instructions and the return address from us

3. As soon as the product has been received and inspected, we will process your refund

4. Return costs

• Return costs are at your own expense and depend on the country and the shipping method chosen

• If the error is on our side (a faulty or incorrect product), we will reimburse the return costs

In that case, we may ask you for a clear photo or video of the issue.

5. Non-returnable items

The following products are excluded from returns, in line with statutory exceptions:

❌ Hygiene items where the seal has been broken (such as underwear, towels, bras, etc.)
❌ Personal care products (such as creams, brushes, beauty tools)
❌ Personalised or made-to-order products
❌ Gift cards
❌ Digital or downloadable products

6. Special offers & bundles

Bundles

Bundles are sold as one combined product.
If you make a return, the applied bundle discount may lapse.

Offers (e.g. “2nd product free”)

Promotional purchases are treated as one set and must be returned in full.

Black Friday / Cyber Monday

Purchases made during these promotional periods are covered by the statutory 14-day right of withdrawal, unless the product falls under a statutory exception (such as hygiene or personalised items).

Heavily discounted promotional products can only be returned unused and in their original condition.

7. Refunds

Once your return has been received and approved, the purchase amount (excluding any return costs) will be refunded within 10 business days via the original payment method.

Please allow for additional processing time with your bank or credit card company.
You will always receive a confirmation by email.

8. Exchanges

Would you like to exchange a product? We ask that you return the original product and place a new order.

9. Return address & shipping

• You will receive the return address after your return request has been approved

• Returns are handled via an international returns centre

• Always use a shipping method with track & trace

Milo & Moon™ is not responsible for returns that go missing without tracking.

10. Questions?

Not sure whether your product is eligible for return?
Feel free to email us at support@milo-moon.nl — we're happy to help.

In the event of any differences between this returns page and the Terms & Conditions, the Terms & Conditions prevail.