Return policy

Return policy

This return policy was drawn up based on current legislation and may be updated without prior notice.

Deadline for Free Resolution and Return

The customer has the right to terminate the contract without incurring any costs (apart from the cost of returning the product(s)) and without having to indicate the reason, within a period of 14 (fourteen) days, counting from the from the day on which the customer or a third party appointed by the customer (with the exception of the carrier) acquires physical possession of the product(s).

Thus, in the case of exercising the right of free withdrawal, any purchase made in the store can be returned within a period of 14 days after being received. After this period, it will not be possible to offer a refund or exchange of the item(s).

If the customer intends to exercise the right of Free termination of the contract, he must complete and deliver any unequivocal declaration of termination of the contract. You can, through contact with the store, within the aforementioned period, request the Free Resolution form or indicate via email {store contact email}, explicitly, that you want to terminate the contract.

The contact made by email must refer to the data mentioned below:

Receiver's name;
Phone/mobile phone contact;
Order number;
Order date;
Date of receipt of the order;
Number of products and/or services purchased.

Upon receipt of the request for free termination of the contract, a response will be given as soon as possible, in order to expedite and schedule the collection of the purchased product(s).

Conditions for return

In order for a purchase to be eligible for a return, the items purchased must be in the same condition as they were delivered. It will also be necessary that they are returned in the original packaging and without signs of misuse or mishandling.

The return must always be made to the merchant and never to the supplier of the products and/or services.

In order for the return process to be completed, it will be necessary to include the sending of the purchase invoice, proof of payment and the return form.


The refund of the value of the product(s), as well as the delivery costs, will be fully refunded within 14 days from the date on which we are informed of the free resolution decision.
Milk & Snow is not obliged to reimburse additional costs of return as a method of collection of the product (s) different and more expensive than the one that is presented by us. In case the collection of the product(s) from the customer is requested by {name of the store}, the refund process will be initiated after the due reception of the product(s). The customer will be notified by regarding this process.
The refund will be made through the same payment method used by the customer in the initial payment, except in situations of express agreement and in which the customer does not incur any costs as a result of the refund.
If you don't receive your refund within the stated period, please try to double-check your bank account. If you still do not confirm the deposit of the amount, also try to contact your bank manager. If you still don't get feedback, try to contact the bank. After these steps, you can contact us at


An exchange of items is only accepted when the order is defective, incomplete, incorrect or with damage resulting from the act of delivery. If you wish to exchange an item, you must contact us by email at the following address: