Terms & Conditions
We would like all of our customers to feel secure and confident with their orders, so we will do all that we can to offer you a great shopping experience. Our Terms and Conditions (or T&Cs) will tell you all you need to know to ensure that shopping with us is safe, secure and fair. If there is anything you are unsure about after reading these T&Cs, or if you would like any further explanation please contact us before you order.
1 No fuss guarantee
We are confident that you will enjoy your Milochie products, but we are aware that there are times when your items may arrive and not be quite what you expected. Our no fuss guarantee gives you the option of returning your item to us in its original condition within 21 days and we can issue a full refund for the price of the items. Items need to be returned at your cost, unless they’re defective, in which case we’ll pay the return delivery costs. Our ‘no fuss’ guarantee offers you more than your statutory rights and we are happy to offer this to you but please use this policy fairly.
2 Our contact details
Milochie is the trading name, a company registered in England. Our registered office is 106 Lower Oldfield Park, Bath, BA23HS, UK. You can telephone us on +44 (0)7954688622. Our office hours are Monday to Friday 9.00am - 5pm. If you have any compliments or complaints about our products or services email firstname.lastname@example.org. We try really hard to respond to all email to this address within one working day (but please be patient with us if it gets really busy and we take slightly longer).
3 Terms & conditions (T&Cs)
By submitting your order, you are acknowledging that you have read and agreed to our T&Cs. They govern any contract for sale that we jointly enter into and tell you the rights and obligations you have. As a consumer you may have other statutory rights granted by law which are not affected by these T&Cs.
4 Purchasing from us
By placing your order you are offering to buy the goods and permitting us to use your personal details for the purposes of supplying goods (such as passing your details onto couriers). We will only use your details for reasons other than stated above with your permission. Your details will not be sold or given to external parties for promotional purposes. Removing your details from our system is easy - email us and we will remove them as soon as possible. We are not under obligation to supply the goods to you until we have confirmed acceptance of your order and payment as this is when the contract will be made. Your payment will be taken prior to sending the goods ordered - usually within 24 to 48 hours of the goods being ordered. You do not own the goods until we have received payment in full. All prices and offers are subject to change and availability. We reserve the right to cancel an order due to an error on our website or with our pricing, although where possible we will seek an arrangement to keep both parties happy.
If you create an online account with us you can view your orders when you login to our site but you can also ask us to send you details of any orders and we are always happy to clarify any queries you may have.
5 Order confirmations
Confirmation of your order will be sent to you by email. Please check that the details of your order are correct. If there are any mistakes, please inform us as soon as possible. Your confirmation email is neither an invoice nor a formal acceptance of your order. Invoices are sent with the goods. We reserve the right to cancel the contract between us if we have insufficient stock to deliver the goods you have ordered or if one or more of the goods you ordered were listed at an incorrect price due to an error. If we do cancel your contract we will inform you by email and will refund your payment quickly.
6 VAT & duty
The prices shown on the product pages include UK VAT (where applicable) at a rate of 20%. If you live outside the UK you are responsible for any local taxes & duties charged in your country. There are no local taxes or duties (other than VAT) in the EU.
7 Damaged or defective goods
We are proud of our products and are confident that we supply top quality goods, which are completely free from defects in materials and workmanship. However, we do ask that you inspect your goods in the rare case that there are defects or damage when you receive them. If it looks like there might be something wrong with your products, please notify us as soon as possible, so that we can supply you with a free returns label or arrange for their collection at no cost to you. If you choose to post faulty items back to us yourself we’ll refund standard postage costs, but not special delivery services. Damages and shortages must be notified within 14 working days of delivery (or within a reasonable time after discovery of the problem). Please be sure to retain all documents and packaging. You’re entitled to reject the goods and receive a full refund, or have the faulty goods replaced free of charge. If you tell us about a problem after 14 days after delivery (or after a reasonable time of discovery) we’re entitled to either replace the goods free of charge or give you a refund.
8 Non delivery
You can track most orders online using the tracking number sent to you by email when your order is shipped. Please let us know as soon as possible if your order hasn't been delivered. Delivery times quoted are for guidance only and are not guaranteed (unless specifically described as such). The majority of orders arrive with no hitch, although there is always the possibility for delays from extenuating circumstances.
In the UK, parcels sent via courier usually take 2-5 working days from the date of despatch to arrive. Please inform us within 10 business days of receiving your notification of despatch if the goods have not been delivered. Although we may still be able to trace your items after this time we will not consider claims for lost items after this period. We are obliged to wait 20 working days (4 weeks) from the date of despatch for orders to the UK and Europe before the courier will acknowledge a missing item as lost. If your parcel does get lost in the post, we will reship or refund after this time period.
We cannot be responsible for non-deliveries if you enter an incorrect delivery address on your order. Please check your order carefully before you submit it. If you do spot an error let us know as soon as possible so that we can do our best to rectify it.
9 Returns (retail customers)
9a returning or exchanging goods
You can return part or all of your order and receive a refund or exchange for an alternative item within 21 days after you have received the order. The products must be undamaged, unused and complete, together with relevant tags and branded packaging.
The goods are your responsibility until we receive them, therefore it may be a good idea to obtain free proof of postage when you send your parcel from a UK Post Office. Items need to be returned at your cost, other than cases where they are defective or sent in error, in which case we'll pay the return delivery costs. If you ask us to arrange a courier collection to return goods someone needs to be present when the courier comes.
If we arrange a courier collection and you are not there, we reserve the right to pass on the costs incurred to you. Please contact us for a returns form and include it with your return. We will refund the total sum of money due to you within 30 days from the day on which we receive your return (often this is done much more quickly). Refunds for returned goods will be made via the same method of payment as used to place the order. If you choose to exchange the item we can discuss arrangements for postage payments depending on the order.
9b cancelling your contract
You have the right to cancel the contract and receive a full refund including basic delivery costs within 14 days after you have received your order. You must notify us of your intention to cancel within the 14 days by phone, post or by emailing us on email@example.com. The products must be returned undamaged, unused and complete, together with the relevant tags and branded packaging. The goods are your responsibility until they arrive here, so we suggest you obtain free proof of postage when you send your parcel from a UK Post Office. Items need to be returned at your cost, unless they're defective or sent in error, in which case we'll pay the return delivery costs. If the goods are bulky please contact us and we can arrange a courier (for UK mainland orders) at a cost.
If you ask us to arrange for a courier collection to return goods, someone needs to be present when the courier comes. If we arrange a courier collection and you are not there we reserve the right to pass on the costs incurred to you.
We will refund the total amount of money due to you within 21 days from the day on which we receive your return (but usually much quicker than that). Refunds for cancelled orders will be made via the same method of payment as used to place the order.
10 Final Note
Although many of these T&Cs sound formal and scary, we try to be fair and our primary aims are to supply high quality products and to keep our customers happy.