Refund policy
Last updated: 5 August 2026
We want you to be happy with your purchase. If there is an issue with your order, please contact us at hello@milkandmatters.com and we will be happy to help.
1. Voluntary 14-Day Returns
We offer a voluntary 14-day return policy. You may request a return within 14 days after receiving your item, provided the item meets the requirements below.
· The item is in the same condition as when you received it.
· The item is unworn or unused.
· The item is in its original packaging, where applicable.
· The item has its original tags or labels, where applicable.
· You have proof of purchase.
This voluntary return policy is separate from, and does not limit, any statutory cancellation, refund, repair, replacement or other consumer rights that may apply to your purchase.
To request a return, please contact hello@milkandmatters.com before sending anything back. Please do not send an item without contacting us first. Returns sent without prior approval may not be accepted.
We may need to confirm that an item meets the requirements of this voluntary return policy before accepting the return.
2. Change of Mind and Unwanted Items
If you change your mind about a purchase, you may request a return under the voluntary 14-day returns policy described above, provided the item is eligible.
For returns under the voluntary policy, you may be responsible for the direct cost of returning the goods unless we agree otherwise.
If you are exercising a statutory cancellation right, the return-cost rules in our Terms & Conditions apply.
3. Damaged, Defective, Faulty or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, faulty, incorrect or otherwise does not conform to your contract, contact hello@milkandmatters.com as soon as possible.
Please provide your order number, a brief description of the issue and clear photographs or videos where appropriate.
Please do not return a damaged, defective or incorrect item unless we specifically ask you to do so.
We will deal with faulty, damaged, defective or incorrectly supplied goods in accordance with your statutory rights and applicable law. Depending on the circumstances, this may include a repair, replacement, price reduction, refund or another remedy available under law.
4. Non-Returnable Items
Certain products may not be eligible for return because of their nature or applicable legal requirements. These may include:
· Perishable goods.
· Items that cannot be returned for hygiene or health reasons once opened or used.
· Hazardous or restricted goods.
· Gift cards, where applicable.
· Sale or clearance items, where permitted by law.
Milk and Matters does not currently sell personalised or made-to-order products. If this changes, the applicable terms and any relevant legal exceptions will be made clear before purchase.
Certain products may also be exempt from statutory cancellation rights where a legal exception applies, including some sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
5. Exchanges
We do not generally offer direct exchanges. If you would like a different product, size, colour or variation, the quickest option is usually to return the original item where eligible and place a new order. This does not affect your statutory rights.
6. Cancellation Requests
If you change your mind shortly after placing an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests before an order has been processed. Once an order has been processed or shipped, we may no longer be able to cancel it before delivery.
If the order has already been shipped, you can request a return once it has been delivered, subject to this policy and any applicable statutory rights.
For statutory cancellation rights for eligible online purchases, see section 10 of our Terms & Conditions.
7. Refunds
For returns made under the voluntary 14-day returns policy, once we receive and review the returned item, we will notify you whether the return qualifies for a refund. If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time to process and display the refund.
Where a refund is required under applicable statutory rights, it will be provided within the timeframe and in the manner required by law.
8. Orders That Have Not Arrived
If your order has not arrived within the estimated delivery timeframe, contact hello@milkandmatters.com. We will review the delivery status and, where necessary, investigate the shipment with the relevant delivery service.
If an order is confirmed as lost, undelivered or otherwise eligible for a refund or other remedy under applicable law, we will work with you to provide an appropriate resolution.
For delivery estimates and operational delivery information, see our Shipping Policy.
9. UK and EU Consumer Rights
If you are located in the United Kingdom or European Union, you may have additional rights under applicable consumer protection laws. For eligible online purchases, statutory cancellation rights may apply separately from this voluntary 14-day returns policy.
For UK consumers, further information about the statutory cancellation process is set out in our Terms & Conditions.
These statutory rights are not limited by this policy.
10. Returns During Transit
Where you are returning goods, we recommend using a tracked shipping service. We cannot be responsible for items that are lost or damaged during return transit, except where applicable law provides otherwise.
11. Contact Us
Milk and Matters
Email: hello@milkandmatters.com