Refund policy
30-Day Happiness Guarantee
We want you and your pet to be happy with your Milo & Birch purchase. If you’re not satisfied with your order, contact us within 30 days of delivery and we’ll work with you to make it right.
Returns
To request a return, contact us within 30 days of delivery. Items should be unused, clean, and in their original condition and packaging when reasonably possible.
Please contact us before sending an item back. Returns sent without prior authorization may not be accepted. Return instructions and the appropriate return address will be provided after your request is reviewed.
Customers are responsible for return shipping costs for change-of-mind returns unless otherwise stated. Original shipping charges are non-refundable.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us as soon as possible and include your order number along with clear photos or video showing the issue.
Once the issue is verified, we may offer a replacement or refund at no additional cost to you, as appropriate.
Refunds
Once an approved return is received and inspected, we’ll notify you of the status of your refund. Approved refunds will be issued to the original payment method. Processing times after a refund is issued depend on your bank or payment provider.
Cancellations and Order Changes
We begin processing orders quickly. If you need to cancel or change an order, contact us as soon as possible. We’ll make every reasonable effort to accommodate your request, but we cannot guarantee changes or cancellations once an order has entered processing or fulfillment.
Exceptions
Items that have been used, damaged after delivery, or returned outside the 30-day return window may not be eligible for a refund. For hygiene reasons, heavily used or soiled pet products may not be eligible for return unless they arrived damaged or defective.
Lost or Missing Packages
If your tracking information shows an unusual delay or your package appears to be lost in transit, please contact us so we can investigate the shipment with the carrier or fulfillment provider.
Contact Us
For any return, refund, or order issue, contact Milo & Birch through the contact information provided on our website. Please include your order number so we can assist you as quickly as possible.
This policy does not limit any rights you may have under applicable consumer protection laws.