Return Policy

We are committed to customer satisfaction and offer a 30-day return policy for all products purchased from our store. If you are not completely in love with your purchase, you may return it within 30 days of the delivery date for a full refund. Please return the item(s) in the original box and packaging.

Request a Return

Conditions for Returns:

1. The product must be unused and in its original condition, with all accessories and original packaging.

2. The return must be initiated within 30 days of the delivery date.

3. Sale items are not eligible for a refund.

Any item(s) that does not satisfy the conditions above will be subject to a partial refund or restocking fees up to 50%.

Please note any returns not due to product defects will be charged a restocking fee of 10%

Once your return is received, our team will inspect the returned product to verify that it meets the conditions for returns. Refunds will be processed within 7-10 business days of receiving the returned product. We will notify you of the approval or rejection of your refund and if approved, we will process a refund within 3-5 business days. The refund will be credited back to the original method of payment.

Requesting a Return:

Damaged Items:

Canada and US:

1. Ensure your item(s) are eligible for a refund based on the conditions outlined above.
2. Pack the product, along with all accessories and documentation, in its original condition and packaging.
3. Sign into your Account, find your order number and click 'Return Order'. If you know your order number (begins with MM-) and email or phone number used to place the original order, please click here.
4. Follow the steps by stating your reason for refund.
5. Our team will validate your return and if approved, provide you with a return label (Only applicable to the US and Canada).
6. Ship the package back to us.

Exchanges:

Unfortunately, we do not offer exchanges for any items purchased from our store. We instead recommend a refund followed by a reorder. If you are unhappy with your purchase, please contact our customer service team and we will be happy to assist you and resolve any issues you may have with your purchase.

Damaged and/or Defective Items:

If your item arrives damaged or defective, please contact or customer service at hello@milkmochabear.com and provide a clear description of the defect and photos to support your claim.

If the item is found to be damaged or defective for reasons not due to our error, we will issue a replacement at no additional cost to you. We will cover the cost of shipping and handling fees associated with returning the defective item.

Late or Missing Refunds:

If the refund has not appeared on your account after 3-5 business days, please check with your credit card company or bank. It may take some time before your refund is officially posted. 

If the refund has still not been confirmed after checking with your bank and credit card company, please contact our customer service team at hello@milkmochabear.com

Lost Returns:

We will do our best to ensure your return is properly picked up and processed. In the event that your return item is lost in transit (due to the courier), this unfortunately is outside our control, and it is the responsibility of the sender to follow up with the courier. We cannot guarantee that we will receive your returned item.