Refund policy
We want to ensure that you are happy with your purchase. If you are looking to return an item, please follow the instructions below to process your refund as smoothly as possible. Failure to do so may result in delays in refund or unsuccessful refunds.
Returns & Exchanges
We have a 30 day return policy. If 30 days have gone by since receiving your item, unfortunately we can’t offer you a refund.
We do not offer exchanges for items. We recommend you return the item for a refund and you place another order for the item you want instead. This is to avoid confusion between refund and exchanges.
Eligibility
To be eligible for a return, your item must be:
- unused and in the same condition that you received it.
- It must also be in the original packaging.
Several types of goods are exempt from being returned. Gift cards, intimate or sanitary goods are not accepted.
To complete your return, please open a return request and what provide reasons for why you would like to return.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Missing Original Packaging, signs of use or missing tags/stickers, or signs that it is not in its original condition may result in restocking fees up to 50%
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, PayPal account or original method of payment.
Please allow up to 3 to 5 business days for the refund to process your funds.
Late or Missing Refunds (If Applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@milkmochabear.com
Sale Items (If Applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. Exchanges are not available.
Packaging Your Return and Opening a Return Request
1) If the original packaging is not destroyed, please re-use the original packaging to pack the return product. If it is destroyed, use an equivalent packaging.
2) Please go to your "Account" and select "Your Account," then find your order number and click on "Return Order."
3) From there, please follow the steps by choosing the item you would like to return, state your reason, and wait for your Return Request Approval.
4) Once it has been approved, please print and use the return label provided by us. (Only applicable to the US and CA).
Return Shipping Costs
If you choose to ship your return, you will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
To return your product, you should mail your product to:
Milkmochabear North America
195 Turbo Drive
Sherwood Park AB T8H 2J6
Canada
For US and Canadian Orders, we can provide you with a pre-paid label that will ship the item directly back to us for return processing.
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.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
