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MILQERSRULE9

Return Policy

We hope you love your purchase, but we understand that sometimes things are not exactly as expected. Before returning your order, please read the instructions below:

Important: We do not encourage exchanges, as we collaborate with different boutiques/stores. If you wish to exchange a product, please return the product by following the standard return procedure and place a new order through Milq.gr or the MILQ mobile application for the replacement product.

Time-frame

According to the applicable consumer protection legislation (Law 2251/1994 and Directive 2011/83/EU), the consumer has the right to withdraw within fourteen (14) calendar days from the date of receipt of the product. The consumer must inform MILQ of the return of the product within fourteen (14) calendar days from the date of receipt of the product.

Notification to MILQ must be made through the consumer’s profile page by selecting the “RETURNS” option in the menu. Once you are in your returns list, at the top right you will see the option “CREATE RETURN REQUEST” or “ΑΙΤΗΜΑ ΕΠΙΣΤΡΟΦΗΣ”, and you will be asked to select the specific order and the specific product you wish to return. You will then choose whether you would like to receive a refund to the original payment method or an equivalent MILQ voucher for use within the MILQ platform.

From the moment you declare your withdrawal, you have an additional 14 days to return the product in order to receive your refund or your MILQ voucher, subject to the exceptions mentioned below.

Attention! We remind you that your order may contain products from different stores. In the case of returns of products from different stores, the consumer must notify MILQ of the return of the products through separate notifications for each individual product, following the procedure described below separately for each product.

The consumer must then return each product to the correct store as indicated on the MILQ platform or deliver them to the courier in separate packages per store if this return method has been selected.

How the Return Process Works

Returns are carried out exclusively through the MILQ platform.

Follow the steps below:

  1. Log in to your MILQ profile.
  2. Go to the “Returns” or “Επιστροφές” section.
  3. Select “ΑΙΤΗΜΑ ΕΠΙΣΤΡΟΦΗΣ” or “Create Return Request”.
  4. Choose the order and the product you wish to return.
  5. Select one of the following two options:

A. Receive a MILQ Voucher (includes free return via courier)

You will immediately receive a MILQ voucher of equal value to the product, which will appear in the “VOUCHERS” section. The voucher will be visible immediately but will only be activated once the store confirms the return of the product.

B. Refund (within 14 days from declaration of withdrawal)

The amount is refunded to your original payment method, provided that the merchant/store confirms completion of the return. The refund is carried out in accordance with withdrawal legislation and within the legal deadlines, with the possibility of suspension until the product is received or proof of shipment is provided.

Note: The option to receive a MILQ voucher is optional and does not limit the consumer’s legal right to receive a refund, in accordance with applicable legislation.

Choose how you would like to return the product:

Return to the store (free of charge)

  • MILQ issues a unique Return Code.
  • Deliver the product to the store and provide the Code to the employee.
  • Once the store registers the Code on the MILQ platform, the refund process is activated or your voucher is activated and can immediately be used for a future purchase through MILQ.

Return via courier

  • The courier will collect the product and deliver it to the store (no return code is issued in this case).
  • Once the store confirms the return on the MILQ platform, the refund or voucher activation process proceeds.
  • The shipping cost is charged to you only if you have selected the refund option (B).

Important!

  • Returns that are not declared through the MILQ platform or without the relevant Return Code cannot technically be processed by our system. The requirement to use the platform and the Return Code is intended exclusively for the identification and proper handling of the return and does not limit or affect the consumer’s legal rights against the store under applicable legislation.
  • MILQ acts as the coordinator of the return process on behalf of the store. Refunds are carried out by the merchant through the platform, in accordance with consumer protection legislation.
  • Returns are accepted only if the product is in excellent condition, unworn, with tags attached and in its original packaging. The product must be returned in a condition that allows inspection of its nature, characteristics, and functionality, in accordance with withdrawal legislation.
  • When returning the product, you must have the legal proof of purchase available or include it inside the package delivered to the courier for return (depending on the return method you have selected).
  • MILQ vouchers can be used for any future purchase within the platform and are valid for 12 months from their date of issue.

For more information regarding the operation and use terms of MILQ VOUCHERS, please refer to paragraph 13. “Gift Cards/ Gift Vouchers / MILQ vouchers” of the Terms of Use.

MILQ acts as the coordinator of the return process on behalf of the merchant, without replacing the latter’s legal obligations toward the consumer.

Return Exceptions

Please note that the right of withdrawal does not apply in cases provided by law, especially for sealed products that are not suitable for return for health or hygiene reasons and which have been unsealed after delivery, as well as customized or made-to-order products. The following products cannot be cancelled or returned:

  • Perishable products, e.g. plants and personal care items.
  • Personal products sold with a hygiene seal, if the seal has been broken (e.g. earrings, underwear, and swimwear).
  • Customized products and products manufactured upon order.
  • Sealed/unsealed products, e.g. perfumes that have been unsealed.

Returns are not accepted when the product has been used beyond what is necessary for testing or has suffered damage/loss of elements (e.g. tags) that render it non-resalable, without prejudice to the consumer’s rights in the case of defective or incorrect products. Defective products must be returned in their original packaging.

Courier Issues

If you encounter any issue during your return related to the courier (such as tracking issues), please contact us at support@milq.gr or directly contact the courier company in order to initiate an investigation for the parcel. We also recommend informing the courier company in the case of a fragile product.

Return Costs

Unfortunately, we are not yet able to offer free returns for all orders.

  • The cost of returning the product is borne by the consumer only in the case of exercising the right of withdrawal without fault of the merchant, in accordance with Article 14 of Directive 2011/83/EU.
  • At present, we only cover return costs if you choose the MILQ voucher or in the cases mentioned above (damaged, defective, or incorrect product upon delivery).
  • In cases of defective, damaged, or incorrect products, the return cost is fully covered.

In the case of a damaged, defective, or incorrect product, please contact the MILQ support team by sending an email to support@milq.gr. Your message must include the order number, full name, and contact phone number.

Please make sure that you have carefully checked the return conditions before sending your product!

We hope your next purchase will be exactly as you dreamed it would be!