Cancellation, Returns and Refunds Policy

Cancellation:

Mila & Moo reserves the right to cancel any purchase, partially or completely, with notice given to you. Mila & Moo will be liable for reimbursing you the full amount paid only if you have already paid for the cancelled order. 


Returns:

If you’re not satisfied with the product and wish to return it, let us know why and we will honour your request and process your refund, on condition that:

  • you email your request to cancel/return the order within seven (7) days of delivery.
  • you return the product to us, using the Post Office’s counter-to-counter service or a courier service company, and send us the tracking number. You will be liable for all costs involved in returning the product to us, and Mila & Moo will not refund these costs under any circumstances.
  • the returned product must reach us in its original and unused condition and be accompanied by all original documents and packaging.

Mila & Moo will:
  • process the return, provided that we are satisfied that the goods and packaging are complete and in acceptable condition, qualified for return and resale. 
  • process the refund, provided that all the above mentioned conditions are met. Refunds are processed by means of an online voucher which may be used to purchase another item.

Damaged products: 
We will take all reasonable steps to ensure we don’t send you damaged products. Should you wish to return an item that is damaged, and we are confident that the item was not damaged due to your error; we will gladly replace the product, on condition that:
  • we receive an email from you within 48 hours of delivery, which includes a description of the alleged defect;
  • you return the product to us, using the Post Office’s counter-to-counter service or a courier service company, and send us the tracking number. You will be liable for all costs involved in returning the product to us, but Mila & Moo will refund you the courier costs should we find that the returned item was indeed damaged (not due to your error). 
  • the returned product must reach us in its original and unused condition and be accompanied by all original documents and packaging.

Mila & Moo will:
  • process the return, provided that the alleged defect is valid and send you a replacement product at our cost, as soon as possible, subject to stock availability.
  • given the option of choosing a product with an equal value, or, Mila & Moo will issue a credit voucher for use on the Mila & Moo online store should a replacement not be immediately available.
  • return the product to you, at your cost, should there be no valid defect.


Warranty:
Consumables such as liquids and pastes carry no warranty whatsoever and will not be accepted for credit or exchange. Regrettably, Mila & Moo doesn't offer any additional warranty on products sold on this site.


Refunds:

Refunds are processed in the form of online vouchers. Mila & Moo will issue you with a voucher should one of the following occur;

  • you returned an item to us that meets the above mentioned criteria;
  • you ordered an item that is out of stock from our Supplier.

Although we take reasonable steps to ensure that our product offering is always available, it does happen that stock from our suppliers run out and we are only notified about it after you placed your order. Should this occur, we will issue you with a credit voucher so that you can use this to purchase another product or to purchase the same product once it becomes available. Take note that product prices may be different should you choose to wait. Mila & Moo will refund you in rand value should you not find another product or if you are not willing to wait. 

Please note that delivery fees may apply should you wish to purchase the same item at a future date. You can refer to our Company and Delivery policy for the delivery fees.