Refund policy

Last updated: September 4, 2026

At Milde & Co, your satisfaction matters to us. This Refund & Return Policy explains your rights and our procedures for returning products and obtaining refunds, for customers in all of the countries we ship to: the United Kingdom, Ireland, the United States, and Canada.

In short: every customer, in every market we serve, is covered by our 60-Day Satisfaction Guarantee (Section 2). UK and Ireland customers additionally have a legal 14-day statutory right of withdrawal under UK/EU consumer law (Section 1) — a right specific to those two markets, which doesn't exist in the same form under US or Canadian law. Sections 3 onward (defective products, processing times, exclusions, contact) apply to all customers regardless of location.

1. Your Statutory Right of Withdrawal (UK & Ireland Consumers, 14 Days)

If you are a consumer in the United Kingdom or Ireland, you have the legal right to withdraw from your purchase within 14 days without giving any reason, under the Consumer Contracts Regulations 2013 (UK) and the Consumer Rights Directive 2011/83/EU. This section applies to UK and Ireland orders; customers in the United States and Canada are covered instead by our 60-Day Satisfaction Guarantee in Section 2 below, alongside any consumer protections available under their own local law.

1.1 Withdrawal Period

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

1.2 How to Exercise Your Right of Withdrawal

To withdraw from your purchase, tell us clearly by emailing support@mildeandco.com with your order number, order date, and delivery address. It's enough to send this notice before the 14-day period expires.

1.3 Returning the Goods

Send the goods back to us without undue delay, and no later than 14 days after you notify us of your withdrawal. Email us first and we'll confirm the correct return address for your order. You'll bear the direct cost of returning the goods — we recommend a tracked shipping service, as we can't be responsible for items lost in transit.

1.4 Refund Under Statutory Withdrawal

If you validly withdraw, we'll reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from when we receive your notification of withdrawal (or evidence you've sent the goods back, whichever is earlier). We'll refund using your original payment method, and you won't incur any fees as a result.

1.5 Diminished Value

You're only liable for any reduction in the value of the goods resulting from handling beyond what's needed to check their nature and function — similar to how you'd handle an item in a physical shop.

1.6 Exception for Hygiene Products

Our soap products are sealed for health and hygiene reasons. Once that seal is broken after delivery, your statutory right of withdrawal under this section may no longer apply. If you've opened your product, you're still covered by our 60-Day Satisfaction Guarantee below.

2. 60-Day Satisfaction Guarantee

In addition to any statutory rights, we offer all customers — in the UK, Ireland, United States, and Canada — a 60-Day Satisfaction Guarantee.

2.1 Eligibility

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

2.2 How to Initiate a Return

Email us at support@mildeandco.com within 60 days of fulfilment
Include your name, order number, order date, and delivery address
We'll reply with return instructions and the correct return address within 2 business days
Return the product to the address we provide — used or unused, original packaging isn't required

We recommend a tracked shipping service, as we can't be responsible for items lost in transit.

2.3 What You Can Return

Products may be used or unused, and original packaging isn't required. Products should be in a condition that allows us to inspect them (i.e., not completely used up).

2.4 Refund Process

Once we receive and inspect your returned product, we'll process your refund within 14 days. The refund covers the full purchase price of the product(s). Original shipping costs are not refundable under this guarantee. Refunds are issued to your original payment method; depending on your payment provider, it may take a further 5–10 business days to appear in your account.

2.5 Return Shipping Costs

You're responsible for the cost of return shipping under this guarantee. We recommend a tracked service for your own protection.

2.6 Relationship to Statutory Rights

For UK and Ireland customers, this guarantee doesn't affect your statutory rights under Section 1. You can use whichever is more beneficial to you — the 14-day statutory withdrawal or the 60-day guarantee.

3. Defective or Damaged Products

If you receive a product that's defective, damaged, or not as described, you're entitled to a remedy regardless of which country you're ordering from.

3.1 What to Do

3.2 Our Response

We'll offer a replacement sent free of charge, or a full refund including original shipping costs, at your choice. We'll provide a prepaid return label or arrange collection at no cost to you where a return is needed.

3.3 Time Limit

Please notify us within a reasonable time of delivery — we recommend within 7 days for defective or damaged products.

4. Refund Processing Times

Inspection: we inspect returned products within 3–5 business days of receiving them
Refund initiation: within 14 days of receiving the returned product
Payment provider processing: a further 5–10 business days for the refund to appear in your account, depending on your provider

5. Exclusions and Limitations

The following aren't covered by this policy:

Products damaged due to misuse, neglect, or accident after delivery
Products altered or modified after purchase
Products purchased from unauthorized third-party retailers, not directly from Milde & Co
Returns initiated after the applicable time limit (14 days for statutory withdrawal, 60 days for our Satisfaction Guarantee)

6. Exchanges

We don't offer direct exchanges at this time. To switch variant or quantity, return your original product following the process above and place a new order. Exception: for defective or damaged products, we can send a replacement without requiring a new order.

7. Additional Terms

Multiple orders: each order is treated separately, and returns must be initiated per order
Partial returns: you may return individual items from a multi-item order; refunds are prorated accordingly
Proof of purchase: we may ask for your order number or confirmation email to process a return

8. Contact Us

If you have any questions about this Refund & Return Policy or need help with a return, contact us:

Milde & Co, a trading name of Deep Sea Commerce LLC
3284, 447 Broadway, 2nd Floor
New York, NY 10013
United States
Email: support@mildeandco.com