Refund & Returns Policy Return and Refund Policy – Miliberry Last updated: 20th October 2025 Website: www.miliberry.com 1. Overview We want you to be happy with your purchase. Because all our products are made to order through our print-on-demand partner Printify, each item is custom printed specifically for you once your order is placed. This policy explains how returns, refunds, and replacements are handled at Miliberry in compliance with Austrian and EU consumer law. 2. Right of Withdrawal (EU Consumers) Under EU law, you have the right to withdraw from a purchase contract within 14 days of receiving your order without giving any reason. However, this right does not apply to products that are: Custom-made or personalised (e.g., printed on demand, with your selected design, image, or text), Sealed goods that are not suitable for return for hygiene reasons and were unsealed after delivery. Since all Miliberry products are printed individually per order, they are considered personalised goods under §18(1) Z10 of the Austrian Distance and Off-Premises Contracts Act (FAGG). Therefore, the right of withdrawal is excluded once production has begun. 3. Returns for Defective or Damaged Products If your item arrives defective, damaged, or incorrect, please contact us within 7 calendar days of receiving your order at support@miliberry.com and include: Your order number, A clear photo of the defective or incorrect item, the measurement of the damage with a visible ruler in the picture, and A short description of the issue. We will review your request and, if approved, issue a replacement or refund at no additional cost to you. 4. Damage After Delivery Please note that Miliberry is not responsible for damage caused by improper handling, washing, or storage after delivery. Each product includes care and washing instructions, which must be followed to maintain print and fabric quality. Failure to follow these instructions (e.g., washing at excessive temperature, ironing on print, bleaching) may result in damage not eligible for refund or replacement. 5. Lost or Missing Orders If your order does not arrive within the estimated delivery window (see our Shipping Policy), and please contact us. If tracking confirms non-delivery after investigation with the carrier and Printify, we will issue a replacement at no additional cost. 6. Refund Method Approved refunds are processed via Stripe to the original payment method used at checkout. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or card provider. We do not issue refunds to alternative payment methods or accounts. 7. Exchanges Because all items are printed on demand, we do not offer direct exchanges for size, color, or design. If you ordered the wrong size or design, please place a new order. To avoid sizing issues, please refer to the size guide provided on each product page before placing your order. 8. Order Cancellation You may request a cancellation within 1 hour of placing your order, provided the item has not yet entered production. After printing has begun, cancellations or changes are no longer possible, as the item is already customised. 9. Return Shipping If we request a physical return of a defective or incorrect item (in rare cases), we will provide instructions and a return address. Do not return any products without prior approval, as they may be produced by different Printify fulfilment partners. 10. Contact For all return, refund, or damage inquiries, please contact us at: 📧 support@miliberry.com Please include your order number and relevant photos or documentation for faster processing.
