Refund policy
Last updated: 29/03/2026
At Milo & Nani, we take the greatest care in the production of our personalised products.
Any “satisfied or refunded” guarantee displayed on our store applies only in the event of an error or defect, under the conditions set out below and in accordance with applicable laws.
1. Personalised Products – Right to Cancel
Due to their nature, personalised or custom-made products do not benefit from a right to cancel once the order has been placed.
Therefore, no return or refund can be accepted in the following cases:
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Change of mind after placing the order
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Customer input errors (name, text, spelling, personalisation choices)
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Personal dissatisfaction when the product matches the customisation approved at the time of order
2. Cases Eligible for Refund or Replacement
A refund or replacement may only be granted in the following situations:
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Personalisation error attributable to Milo & Nani
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Product received is different from the one ordered
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Proven manufacturing defect
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Product damaged during transport
In these specific cases, the “satisfied or refunded” guarantee applies.
3. Damaged or Non-Conforming Product Upon Delivery
If your parcel arrives damaged or the product is defective upon delivery, you must:
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Report the issue to the carrier upon delivery where possible
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Contact our customer service at support@milonani.com within 72 hours of receipt
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Provide clear photos of the parcel and the product (outer packaging, inner packaging, labels)
Without these elements provided within the required timeframe, no refund or replacement request can be processed.
4. Claims / Return Procedure
Before any return, you must contact our customer service at:
support@milonani.com
Please specify:
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Your order number
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The nature of the issue
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Photos if necessary
After validation of your request by our team (response within 48 business hours), return or replacement instructions will be provided.
👉 No return should be made without prior approval from Milo & Nani.
5. Refunds
When the above conditions are met and after verification:
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A refund or replacement will be issued within a maximum of 14 days
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Refunds will be made using the same payment method as the original order
In the event of an error or defect attributable to Milo & Nani, return costs will be fully covered.
No refund will be granted for a personalised product that complies with the order validated by the customer.
6. Customer Service
For any questions regarding returns, refunds, or claims:
📧 support@milonani.com
