Return & Refund Policy

Last updated: 1/9/2026

At Milo & Tails, we want everyday care to feel simple—including when something isn’t right with your order.

This policy applies to purchases made through miloandtails.com for delivery within the United Arab Emirates.

1. Change-of-Mind Returns

You may request a return within 14 calendar days of receiving your order.

To qualify for a change-of-mind return, the product must be:

• Unused, unwashed and in its original condition.
• Free from pet hair, odours, stains and damage.
• Returned with its original packaging, tags, accessories and instructions.
• Accompanied by your order number or other proof of purchase.

Please check the product’s size, materials and suitability before using it with your pet.

2. Products Excluded from Change-of-Mind Returns

For hygiene reasons, we cannot accept change-of-mind returns for:

• Grooming or hygiene products that have been opened, used or had their hygiene seal removed.
• Brushes, combs, grooming gloves and similar tools that have been used on an animal.
• Bedding, comfort mats and other products that have been used, washed or soiled.
• Personalised or custom-made products, where this restriction was stated before purchase.

These exclusions do not affect your rights if a product is faulty, damaged on arrival, incorrect or not as described.

3. Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us promptly if an item is damaged, faulty, incorrect or different from its description.

Send your order number, a description of the issue and, where possible, clear photos or a short video to [customer support email]. If the item appears unsafe, stop using it.

We will assess the issue and arrange the appropriate refund, replacement or repair in accordance with your rights under applicable UAE law. We will cover the necessary return and replacement delivery costs where the issue is our responsibility.

The 14-day change-of-mind limit and unused-condition requirements do not limit your statutory rights or any applicable warranty. Missing original packaging alone will not prevent a valid defect claim.

4. How to Request a Return

1. Email [customer support email] with your order number, the item you wish to return and the reason.
2. We will provide return instructions, the correct return address and details of any applicable shipping cost.
3. For an approved change-of-mind return, send the item within 14 calendar days of receiving our instructions.

Please contact us before sending anything back so we can direct your return correctly. Pack the item securely and keep your collection receipt or tracking details.

5. Return Shipping Costs

For change-of-mind returns, you are responsible for the return shipping cost. If we arrange collection, we will confirm the charge with you before proceeding.

Original delivery charges are not refundable for change-of-mind returns. We do not charge a restocking fee.

If we supplied a faulty, damaged, incorrect or misdescribed product, we will cover the necessary return shipping and refund the delivery charges attributable to the returned goods where applicable.

6. Refunds

We aim to inspect your return, confirm the outcome and process an eligible refund within five business days of receiving it, or sooner where required by law. If we do not accept a return, we will explain the reason.

Refunds are based on the amount actually paid for the returned item, including applicable tax and accounting for discounts. For bundle purchases, the refund reflects the returned item’s share of the bundle price.

We issue refunds to the original payment method wherever possible. For cash-on-delivery orders, where offered, we will agree on a suitable monetary refund method with you. Store credit will only be provided if you choose it.

Your bank or payment provider may take additional time to make the funds available. If your refund has not appeared, contact us so we can help trace it.

7. Exchanges

If you would like a different size or product, contact us first. We will confirm whether an exchange is available or help you return the eligible item and place a new order.

Change-of-mind exchanges follow the same eligibility and shipping terms as returns.

8. Cancellations and Delivery Problems

Contact us as soon as possible if you need to cancel an order. If it has not been dispatched and cancellation is possible, we will cancel it and refund your payment.

If your order has already been dispatched, we will explain the available return options.

If your order does not arrive, or a delivery delay means it can no longer serve its intended purpose, contact us. We will investigate and provide the remedy required under applicable law.

9. Your Consumer Rights

This policy provides additional change-of-mind return terms. Nothing in it excludes or limits your rights under applicable UAE consumer-protection law, including rights relating to defective goods, warranties and refunds.

Contact Us

For returns, refunds, or help with an order:

Email: info@miloandtails.com
Business operator: Milo & Tails
Business address: Dubai, UAE

Please use the return address provided by our support team when sending a product back.