Refund policy

Last Updated: December 29, 2025

At Milde & Co, your satisfaction is our priority. This Refund & Return Policy explains your rights and our procedures for returning products and obtaining refunds. This Policy complies with UK and EU consumer protection laws, including the Consumer Rights Act 2015 (UK) and the Consumer Rights Directive 2011/83/EU.

1. YOUR STATUTORY RIGHT OF WITHDRAWAL (14 DAYS)

As a consumer in the UK or EU, you have the legal right to withdraw from your purchase within 14 days without giving any reason, in accordance with the Consumer Contracts Regulations 2013 (UK) and the Consumer Rights Directive 2011/83/EU.

1.1 Withdrawal Period

The 14-day withdrawal period begins on the day you, or a third party you have nominated (other than the carrier), receives the goods.

1.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us by sending an unequivocal statement of your decision to:

  • Email: support@mildeandco.com

  • Post: Milde & Co, 3284, 447 Broadway, 2nd Floor, New York, NY 10013, United States

You can use our contact form or send us an email or letter stating that you wish to withdraw from the purchase. Please include your order number, order date, and delivery address.

To meet the withdrawal deadline, it is sufficient to send your notification before the 14-day period expires.

1.3 Returning the Goods

You must return the goods to us without undue delay and no later than 14 days from the day you notify us of your withdrawal. The deadline is met if you send the goods back before the 14-day period expires.

Return the products to: email us for the address at support@mildeandco.com

You will bear the direct cost of returning the goods. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.

1.4 Refund Under Statutory Withdrawal

If you validly withdraw from the contract, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive notification of your withdrawal.

We will use the same payment method you used for the initial transaction unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

We may withhold the refund until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is earliest.

1.5 Diminished Value

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. In other words, you may inspect the product as you would in a physical store, but excessive use may reduce the refund amount.

1.6 Exception for Hygiene Products

Important: Our soap products are sealed goods which, for reasons of health protection and hygiene, are not suitable for return once their seal has been removed after delivery. Therefore, your statutory right of withdrawal may be excluded if you have opened the product packaging and broken the seal. However, you may still be eligible for our 60-Day Satisfaction Guarantee (see Section 2 below).

2. 60-DAY SATISFACTION GUARANTEE

In addition to your statutory rights, we offer a 60-Day Satisfaction Guarantee. This means you can try our products with confidence, knowing that if you're not completely satisfied, you can return them for a full refund.

2.1 Eligibility

You may return any product (used or unused) within 60 days of the fulfilment date (the date your order was dispatched from our warehouse) for a full refund of the product price.

2.2 How to Initiate a Return

To return a product under our 60-Day Satisfaction Guarantee:

  1. Contact us via email at support@mildeandco.com within 60 days of fulfilment

  2. Provide the following information: your name, order number, order date, and delivery address

  3. We will reply with return instructions and our return address within 2 business days

  4. Return the product to the address provided (products may be used or unused; original packaging is not required)

  5. We recommend using a tracked shipping service for your protection, as we cannot be responsible for items lost in transit

2.3 What You Can Return

  • Products may be used or unused

  • Original packaging is not required

  • Products must be in a condition that allows us to inspect them (e.g., not completely depleted)

2.4 Refund Process

Once we receive and inspect your returned product, we will process your refund within 14 days. The refund will include:

  • The full purchase price of the product(s)

  • Note: Original shipping costs are not refundable under this guarantee

Refunds will be issued to your original payment method. Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

2.5 Return Shipping Costs

You are responsible for the cost of return shipping. Return shipping costs cannot be reimbursed. We recommend using a tracked service for your own protection.

2.6 Relationship to Statutory Rights

This 60-Day Satisfaction Guarantee does not affect your statutory rights under Section 1 or any other consumer protection laws. You may choose to exercise either your statutory right of withdrawal (within 14 days) or this Satisfaction Guarantee (within 60 days), whichever is most beneficial to you.

3. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a product that is defective, damaged, or not as described, you are entitled to a remedy under consumer protection laws.

3.1 What to Do

Contact us immediately at support@mildeandco.com with:

  • Your order number

  • A description of the defect or damage

  • Photographs of the damaged or defective product (if possible)

3.2 Our Response

We will offer you one of the following remedies, at your choice:

  • A replacement product sent free of charge

  • A full refund (including original shipping costs in this case)

If a replacement or refund is required, we will provide a prepaid return label or arrange collection of the defective product at no cost to you.

3.3 Time Limit

You must notify us of defective or damaged products within a reasonable time after delivery. For hygiene and safety reasons, we recommend contacting us within 7 days of receiving a defective product.

4. REFUND PROCESSING TIMES

  • Inspection: Once we receive your returned product, we will inspect it within 3-5 business days

  • Refund Initiation: We will initiate your refund within 14 days of receiving the returned product

  • Payment Provider Processing: It may take an additional 5-10 business days for the refund to appear in your account, depending on your payment provider

5. EXCLUSIONS AND LIMITATIONS

The following situations are not covered by our return policies:

  • Products damaged due to misuse, neglect, or accident after delivery

  • Products that have been altered or modified after purchase

  • Products purchased from unauthorized retailers or third parties (not directly from Milde & Co)

  • Returns initiated after the applicable time periods (14 days for statutory withdrawal, 60 days for our Satisfaction Guarantee)

6. EXCHANGES

We do not offer direct exchanges at this time. If you wish to exchange a product for a different variant or quantity, please return the original product for a refund (following the procedures above) and place a new order for the desired product.

Exception: In the case of defective or damaged products, we can send a replacement without requiring you to place a new order.

7. ADDITIONAL TERMS

  • Multiple Orders: Each order is treated separately. If you have multiple orders, you must initiate a return for each order individually

  • Partial Returns: You may return individual items from a multi-item order. The refund will be prorated accordingly

  • Proof of Purchase: We may request proof of purchase (order number or email confirmation) to process your return

8. CONTACT US

If you have any questions about our Refund & Return Policy or need assistance with a return, please contact us:

Milde & Co

3284, 447 Broadway, 2nd Floor

New York, NY 10013

United States

Email: support@mildeandco.com

 

We are committed to your satisfaction and will work with you to resolve any concerns about your purchase.