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Refund policy
Refund Policy
Last updated: June 5, 2026
We want you to be completely satisfied with your purchase from Mona & Milo. If for any reason you're not happy with your order, we offer hassle-free returns and exchanges within 14 days of delivery.
Return Eligibility
You may return any item within 14 days of receiving your order for a full refund or exchange, provided: items are unworn, unwashed, and in original condition; all tags and packaging are intact; items show no signs of wear, damage, or pet hair.
Non-Returnable Items
Personalised items — including engraved collars — are not eligible for return, unless the item arrives defective or damaged. Gift cards and any items marked as final sale cannot be returned. Items that have been worn, washed, or show signs of pet hair, wear, or damage are also non-returnable.
How to Initiate a Return or Exchange
Contact us through our contact form or live chat within 14 days of receiving your order with your order number. We'll guide you through the process and provide return instructions.
Return Shipping
We provide a free return shipping label for all eligible returns. Once your return is approved, we'll send you a prepaid label to download and print — simply pack your item securely and drop it off at your nearest carrier location. Return shipping is completely free of charge, with no restocking fees.
Exchanges
If you'd prefer to exchange your item for a different size or style, contact us through our contact form or live chat and we'll arrange the exchange, subject to availability.
Refund Processing
Once your return is received and approved, we will process your full refund within 7 business days to your original payment method. Please allow an additional 3–5 business days for the refund to appear in your account.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us through our contact form or live chat immediately with photos of the item and packaging. We will arrange a replacement or full refund at no cost to you.
Wrong Item Shipped
If you received the wrong item, contact us through our contact form or live chat and we will arrange a replacement or full refund and cover all return shipping costs.
Contact Us
For any questions, reach us through our contact form or live chat. We respond within 24–48 hours.