Returns & Credit Notes
We are happy to offer a refund or credit note for most items purchased on this website. Returns fall into one of three categories and are subject to the following terms and conditions:
Full Priced Items
- To be returned within 14 days of delivery.
- Eligible for a credit note or refund.
- These include items purchased during a short term promotion or sale but exclude items purchased from our SALE section.
- To be returned within 7 days of delivery.
- Eligible for a credit note only.
Final Sale Items
- These are products purchased from our SALE section.
- Not eligible for returns or exchange - these sales are final.
To be eligible for a return, the items must be returned in their original condition, unused, with all tags, labels and packaging intact. As such, we recommend unpacking your items carefully and not disposing of packaging until you are sure you don't need to return an item.
Due to reasons concerning health and hygiene, we can only accept bedding items that have not been opened. We define opened as out of its original folded condition.
It is the customer's responsibility to return 'change of mind' orders at their expense, including the initial delivery fee. Therefore, the refund or credit note amount will be the original purchase price minus all shipping costs Milk & Sugar have incurred.
After submitting an eligible return request and before an item is returned, our staff will confirm the final refund or credit note amount.
For 'change of mind' returns, it is the customer's responsibility to ensure that the items are returned safely. Milk & Sugar is not liable for loss or damage of returned items, either by the customer's courier or ours.
We are happy to assist with the collection of bulky items (furniture, rugs and mirrors).
Upon receiving the goods in our warehouse, our team will inspect them to ensure they are in perfect condition. The refund or credit note will then be processed with 5 business days.
Milk & Sugar reserve the right to reject any returned items that are not returned in their original condition. These items will be returned the the customer at their expense.
To start the return process, CLICK HERE to navigate to our returns portal to submit your return request.
Faulty & Damaged Items
In the unfortunate case that you have received an item that you believe to be faulty, please contact our customer service team within 7 days of receiving your order on firstname.lastname@example.org and advise us on how we can assist you. Please provide a brief summary of the issue and please provide photos showing the issue if possible.
- Faulty items will be assessed by our team and we will repair, replace or refund on a case-by-case basis.
- We follow ACCC guidelines and reserve the right to repair an item if possible.
- Items that are deemed to be faulty and cannot be repaired will be refunded or replaced.
If you have received an item that has been damaged in transit, please email our Customer Service team at email@example.com within 48 hours of the goods being delivered. Please provide photos that clearly shows the damage.