Refund policy

Last updated: July 29, 2026

Thank you for shopping with Milai.

This Return & Refund Policy applies to purchases made through milai.shop. It explains return eligibility, return methods, return shipping costs, exchanges, refunds, and how to request assistance.

1. Return Window

Milai accepts eligible return requests submitted within 30 days after delivery.

The 30-day return period begins on the date the carrier confirms that the order was delivered.

Return requests submitted after 30 days may not be accepted, except where otherwise required by applicable law.

2. Accepted Return Reasons

Milai accepts eligible returns for both defective and non-defective products.

Eligible return reasons may include:

The item arrived damaged or defective. The customer received an incorrect item. The order arrived incomplete. The customer ordered the wrong size, color, or product. The customer changed their mind. The customer no longer wants the product.

All returns remain subject to the eligibility requirements stated in this policy.

3. Product Condition Requirements

Only products in new condition are eligible for return.

To qualify for a return, the item must generally be:

Unused Unworn Unwashed Unaltered Free from stains, odors, damage, or signs of use Returned with its original tags, labels, packaging, parts, and accessories, where applicable

The customer must provide the applicable Milai order number or other valid proof of purchase.

Items that have been worn, washed, used, altered, or damaged after delivery may not qualify for a refund.

4. How to Request a Return

Please contact Milai before returning any item.

Email: service@milai.shop

Phone: +1 818-307-8361

When requesting a return, please provide:

Your order number Your full name The email address used during checkout The product you wish to return The reason for the return Clear photos or videos if the item is damaged, defective, incorrect, or incomplete

After reviewing your request, our customer service team will provide:

Written return authorization Return instructions The approved U.S. return address Any additional information required to complete the return

Please do not send any item back before receiving return authorization and the approved return address from Milai.

5. Return Destination

Approved returns are sent by mail to our authorized return facility in the United States.

The complete U.S. return address will be provided by email after the return request has been reviewed and approved.

The following locations are not return addresses:

The U.S. Commercial Mail Receiving Address The manufacturing facility Any address shown on the original package or shipping label, unless specifically confirmed by Milai in writing

Returns sent without authorization or to an incorrect address may be delayed, refused, or returned to the sender.

6. Return Method

The accepted return method is return by mail.

Approved returns must be shipped according to the instructions provided by our customer service team.

Customers should:

Use a trackable shipping service Keep the shipping receipt Keep the tracking number Package the item securely Include the requested order information Send the package only to the approved U.S. return address

Milai is not responsible for packages lost before delivery to the approved return facility or returns sent to an incorrect or unauthorized address.

7. Return Labels and Shipping Costs

Customers are generally responsible for obtaining the return label and arranging the return shipment.

Customer-Preference Returns

For non-defective returns caused by customer preference, including changing your mind, ordering the wrong size, or preferring another color or style:

The customer is responsible for obtaining and paying for the return shipping label. The return must be sent to the approved U.S. return facility. Return shipping costs vary depending on the carrier, package size, package weight, shipping method, and customer location. Milai does not normally provide a prepaid return label. Original shipping charges are non-refundable. Customer-paid return shipping costs are non-refundable. Milai does not charge a restocking fee. No separate return fee will be deducted when the customer purchases return postage directly from the carrier.

If Milai offers to provide a paid return label for a customer-preference return, the label cost will be disclosed before the label is issued. The disclosed cost may be deducted from the refund only after the customer agrees.

Damaged, Defective, Incorrect, or Incomplete Items

If an item arrives damaged, defective, incorrect, or incomplete because of an error on our part, please contact Milai before purchasing return postage.

After reviewing and verifying the issue, Milai may:

Provide a prepaid return label Reimburse a reasonable return shipping cost Send a replacement Offer an exchange Issue a partial refund Issue a full refund Provide another appropriate resolution

If the customer is instructed to purchase return postage, reimbursement will be limited to a reasonable trackable shipping method approved by Milai.

8. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order shortly after delivery.

If there is an issue, contact service@milai.shop as soon as reasonably possible and provide:

Your order number Your full name The email address used during checkout A description of the issue Clear photos or videos of the product Photos of the outer packaging and shipping label, where relevant

Milai will review the information and provide an appropriate resolution based on the nature of the issue and product availability.

9. Return Inspection

After an approved return is delivered to our authorized U.S. return facility, the returned item will be inspected.

The inspection may confirm that:

The returned item matches the approved return request. The product remains in new condition. The product has not been worn, washed, used, or altered. The original tags, labels, packaging, parts, and accessories are included where applicable. The return meets the conditions stated in this policy.

We will notify you by email after the inspection is completed.

10. Refunds

If the return is approved after inspection, the refund will be issued to the original payment method used for the order.

Refunds are not normally issued to a different card, payment account, bank account, or person.

For customer-preference returns, the refund generally includes the eligible product price only. Original shipping charges and customer-paid return shipping costs are non-refundable.

Milai does not charge a restocking fee.

If Milai provided a paid return label for a customer-preference return, the previously disclosed and accepted label cost may be deducted from the refund.

For verified damaged, defective, incorrect, or incomplete items caused by an error on our part, approved return shipping costs will not be deducted from the refund.

Milai processes approved refunds within 10 business days after the returned product has been received, inspected, and approved.

After the refund is processed, additional time may be required for the amount to appear on your account. The exact posting time depends on your bank, card issuer, or payment provider.

11. Exchanges

Milai accepts eligible exchange requests submitted within 30 days after delivery, subject to product and variant availability.

To request an exchange, contact service@milai.shop before returning the original item.

For exchanges caused by customer preference:

The customer is responsible for the applicable return shipping cost. Additional reshipping costs may apply if disclosed before the exchange is completed.

For exchanges caused by a damaged, defective, incorrect, or incomplete item resulting from an error on our part, Milai will provide an appropriate solution after verification.

If the requested replacement is unavailable, we may recommend returning the eligible item for a refund and placing a new order.

12. Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged, defective, incorrect, or must otherwise be accepted under applicable law:

Items marked as final sale Items specifically identified as non-returnable Customized or personalized products Items that have been worn, washed, used, altered, or damaged after delivery Items returned without prior authorization Items missing original tags, labels, packaging, parts, or accessories Gift cards or digital products, if offered Products subject to disclosed hygiene or safety restrictions

Any applicable return restriction will be displayed on the relevant product page before purchase.

13. Order Cancellations

To request an order cancellation, contact service@milai.shop as soon as possible.

We will make a reasonable effort to cancel the order before it enters processing or fulfillment, but cancellation is not guaranteed.

Once an order has been processed, packed, or dispatched, it may no longer be possible to cancel it.

If an order is successfully cancelled after payment has been collected, the applicable amount will be refunded to the original payment method.

14. Refused, Undeliverable, or Unclaimed Packages

If a package is returned because of:

An incorrect or incomplete address Refusal of delivery Failure to collect the package An unavailable recipient Another customer-related reason

Any available refund or reshipment will be reviewed based on the circumstances.

Original shipping charges may not be refundable.

Additional shipping or reshipment costs may apply.

This section does not apply when the delivery problem was caused by an error on our part.

15. Restocking Fee

Milai does not charge a restocking fee for approved returns.

Applicable return shipping costs may still be the customer’s responsibility depending on the reason for the return.

16. Return Policy Summary

Return country: United States Return window: 30 days after delivery Accepted product condition: New products only Defective product returns: Accepted Non-defective product returns: Accepted Exchanges: Accepted Return method: By mail Return authorization: Required Return address: Provided by email after approval Return label: Customer responsibility Customer-preference return shipping: Paid by the customer Merchant-error return shipping: Paid or reimbursed by Milai after verification Original shipping charges refundable: No, except when the issue was caused by Milai Restocking fee: No fee Refund method: Original payment method Refund processing time: Within 10 business days after inspection and approval

17. Business Information

Brand: Milai

Operated by: Guangzhou Milai Garment Trading Co., Ltd.

Manufacturing Facility Address: Room 502, 5th Floor, No. 19 Xiajinan 4th Road Xindun Village, Xintang Town, Zengcheng District Guangzhou, Guangdong, China

The manufacturing facility is used for apparel production. It is not a customer service location, retail store, fulfillment center, warehouse, or return address.

Please do not send returned products to the manufacturing facility.

18. Contact Information

For questions about returns, exchanges, refunds, damaged products, or order issues, please contact:

Milai Customer Service

Email: service@milai.shop

Phone: +1 818-307-8361

U.S. Commercial Mail Receiving Address: 931 N Hollywood Way Burbank, CA 91505 United States

The U.S. address above is a commercial mail receiving address used for customer correspondence only. It is not Milai’s registered business address, office, warehouse, manufacturing facility, fulfillment center, retail store, or return address.

Please do not send returned products to this address.

Contact service@milai.shop before returning any item. Our customer service team will provide written return authorization, return instructions, and the approved U.S. return address.