Refund policy
Return & Refund Policy
At Milos Pet Home, we want customers to have a clear and dependable process when a purchase needs to be returned. This policy explains the conditions that apply to eligible returns, refunds, replacements, exchanges, cancellations, and merchandise that arrives with a problem.
1. 30-Day Return Period
You may request a return for eligible merchandise within 30 days after delivery.
For a standard return, the product should generally:
Be unused and in substantially original condition;
Be free from customer-caused damage, excessive wear, stains, or material alterations;
Include original packaging when reasonably applicable;
Include accessories, hardware, instructions, and components originally supplied with the product; and
Be associated with an order number or other reasonable proof of purchase.
We recommend checking your merchandise shortly after it arrives and retaining the packaging until you have confirmed that the product meets your needs.
2. Arrange Your Return With Us First
Before sending merchandise back, email support@milopetos.net to request return authorization.
Please provide:
Your order number;
The product involved;
The reason for the requested return; and
Photographs when reporting damage, defects, missing components, or incorrect merchandise.
After reviewing the request, Milos Pet Home will provide return instructions for qualifying products.
Please do not ship an unauthorized return. Approved merchandise must be sent to the return address specified in the instructions provided by our support team.
The Milos Pet Home business address listed at the end of this policy is provided as public contact information and should not automatically be considered our return processing location unless we expressly confirm it.
3. Returns When a Purchase Is Not Suitable
If an eligible product does not meet your expectations regarding size, style, placement, décor, or personal preference, you may request a return during the applicable 30-day period.
The merchandise must remain in a condition that satisfies the eligibility requirements of this policy.
For an approved voluntary or change-of-mind return, the customer is generally responsible for return shipping expenses.
4. Assembly, Installation, and Modification
Please inspect products carefully before assembly, installation, mounting, or other permanent modification.
Ordinary return eligibility may be affected if merchandise has been:
Permanently installed or mounted;
Drilled, cut, painted, refinished, or customized;
Damaged during improper assembly;
Materially damaged through misuse, unsuitable cleaning, or improper storage;
Modified so that it cannot reasonably be returned to its original condition; or
Returned without essential components because of customer handling.
If you believe a product has a manufacturing defect, please contact Milos Pet Home before attempting repairs or permanent alterations.
5. Damaged, Defective, Incomplete, or Wrong Products
If your order arrives with a problem, please contact support@milopetos.net promptly.
This includes merchandise that is:
Damaged during delivery;
Defective;
Missing necessary components; or
Different from the product ordered.
To evaluate the issue, we may request your order number, a description of the problem, photographs of the merchandise, images of relevant packaging, and product-identifying information.
Please retain the affected merchandise and applicable packaging while your request is being reviewed.
Depending on the circumstances, Milos Pet Home may provide an appropriate refund, replacement product, replacement component, or another reasonable resolution.
6. Products Subject to Return Limitations
Certain merchandise may not qualify for an ordinary change-of-mind return. Examples may include:
Customized or personalized products;
Made-to-order merchandise;
Gift cards;
Products clearly identified as final sale before purchase;
Permanently installed merchandise;
Products materially altered after delivery;
Merchandise damaged through customer misuse or improper handling;
Products returned incomplete due to customer handling; and
Products subject to specific health, hygiene, or safety restrictions after opening or use.
Additional product-specific limitations clearly disclosed before purchase may apply where permitted by law.
These restrictions do not eliminate mandatory rights or remedies that may apply when merchandise is defective, damaged, or incorrectly supplied.
7. Shipping an Approved Return
After your return is authorized, follow the shipping instructions supplied by Milos Pet Home.
Please package the merchandise securely and include the applicable components and accessories. Fragile, bulky, or multi-piece products should receive adequate protection during transportation.
For voluntary returns based on personal preference or change of mind, customers are generally responsible for return shipping costs.
We recommend using a trackable shipping method and keeping your receipt and tracking information until the return process has been completed.
If we determine that the return is necessary because of an error attributable to Milos Pet Home, appropriate return shipping arrangements will be addressed as part of resolving the issue.
8. Inspection of Returned Merchandise
Once an authorized return reaches the designated return location, we will inspect it to confirm eligibility.
Our assessment may consider:
Overall product condition;
Signs of use or customer-caused damage;
Evidence of installation, assembly, or alteration;
Completeness of the merchandise;
Included accessories and components;
Packaging where reasonably applicable; and
Compliance with the applicable return requirements.
We will notify you after the review is completed.
Receipt of a returned package does not automatically mean that a refund has been approved.
9. Refund Method and Timing
When an eligible return is approved, the applicable refund will generally be issued to the original payment method used for the purchase.
After Milos Pet Home processes the refund, please allow approximately 5–10 business days for your bank, card issuer, or payment provider to post the credit to your account.
Actual posting times may vary depending on the financial institution.
For voluntary change-of-mind returns, original outbound shipping charges are generally non-refundable unless applicable law requires otherwise.
When an order problem results from an error attributable to Milos Pet Home, applicable shipping charges will be considered as part of the resolution.
10. Exchanges and Replacements
If you would prefer an exchange or replacement instead of a refund, please contact our support team.
Availability depends on current inventory and the circumstances of the request.
If a direct exchange cannot be completed, an eligible return may be refunded and a separate order may be placed for your preferred merchandise.
11. Cancelling or Correcting an Order
If you need to cancel an order or correct information associated with it, contact support@milopetos.net as soon as possible.
We will make reasonable efforts to accommodate requests received before fulfillment begins. However, we cannot guarantee cancellation or modification after processing, packing, or shipment has started.
If the order has already shipped, eligible merchandise may be returned after delivery in accordance with this policy.
12. Refused, Incorrectly Addressed, or Undeliverable Packages
Customers are responsible for providing accurate and complete shipping information when placing an order.
If a shipment is returned because of an incorrect or incomplete customer-provided address, refusal of delivery, or another recipient-related delivery issue, Milos Pet Home will review the available options after receiving the returned parcel.
If reshipment is available and requested, additional shipping charges may apply.
13. Consumer Rights Under Applicable Law
This Return & Refund Policy describes the standard procedures of Milos Pet Home. Nothing in this policy is intended to exclude, waive, or restrict consumer rights or remedies that cannot legally be limited.
If applicable federal, state, or local law provides mandatory consumer protections that differ from these terms, those legal requirements will take precedence.
14. Contact Milos Pet Home
For return authorization, refund questions, exchanges, replacements, damaged merchandise, or assistance regarding this policy, please contact:
Milos Pet Home
2151 East Pacheco Blvd
Los Banos, CA 93635
United States
Phone: (209) 704-5255
Email: support@milopetos.net