Refund policy

RETURN & REFUND POLICY

Last updated: July 1, 2026

Thank you for shopping with Milai.

We want our customers to shop with confidence. Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

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

You may request a return if:

The return request is submitted within 30 days after the order is delivered;

The item is unused, unworn, unwashed, and in its original condition;

The item is returned with its original packaging, tags, labels, accessories, and proof of purchase whenever applicable;

The item is not marked as final sale, clearance, customized, or non-returnable on the product page.

Items that are used, damaged by the customer, missing original parts, or returned without approval may not be eligible for a refund.

2. Return Window

Customers may request a return within 30 days after delivery.

Return requests submitted after 30 days of delivery may not be accepted.

3. How to Request a Return

To start a return, please contact our customer service team first.

Email: service@milai.shop
Phone: (+1) 213-838-9589

Please include the following information in your return request:

Order number;

Full name used for the order;

Email address used at checkout;

Reason for return;

Photos or videos if the item is defective, damaged, or incorrect.

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

4. Return Address

After your return request is approved, we will provide the correct return instructions and return address.

U.S. Customer Service Address:
931 N Hollywood Way
Burbank, CA 91505
United States

Please note: This address is used for customer service communication. The final return address may be provided after your return request is reviewed and approved.

Company & Manufacturing Address:
No. 89 Yunxiao Road
Guangzhou, Guangdong 510000
China

5. Return Shipping Cost

For defective, damaged, or incorrect items:
If the item arrives defective, damaged, or incorrect due to our error, Milai will provide return instructions and assist with the return or replacement according to the situation.

For non-defective returns:
If the return is due to personal reasons, such as changing your mind, ordering the wrong item, or the item not being suitable, the customer is responsible for the return shipping cost.

Original shipping fees, if any, are non-refundable unless the return is caused by our error.

6. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours after delivery at service@milai.shop.

Please include your order number and clear photos or videos showing the issue. We will review the case and provide a suitable solution, which may include a replacement, refund, or other reasonable resolution.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether the refund is approved.

If approved, the refund will be issued to your original payment method.

Refunds are usually processed within 5–10 business days after the returned item is received and inspected.

Please note that your bank or payment provider may require additional time to post the refund to your account.

8. Exchanges

We may offer exchanges when the item is defective, damaged, incorrect, or when an eligible replacement is available.

If you would like to exchange an item, please contact us first at service@milai.shop.

9. Non-Returnable Items

The following items may not be eligible for return:

Items marked as final sale or clearance;

Customized or personalized products;

Used, worn, washed, or damaged items;

Items returned without original packaging or proof of purchase;

Items damaged due to misuse, improper care, or normal wear and tear;

Gift cards or digital products, if applicable.

10. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at service@milai.shop.

If the order has not been processed or shipped, we will try to cancel it for you.

If the order has already been processed or shipped, it may not be possible to cancel it. In that case, you may request a return after receiving the order according to this policy.

11. Market & Shipping Area

Milai currently serves customers in the United States only.

Orders placed on our website are shipped from the United States.

12. Contact Information

If you have any questions about returns, refunds, exchanges, or order issues, please contact us:

Brand: Milai

Email: service@milai.shop
Phone: (+1) 213-838-9589

U.S. Customer Service Address:
931 N Hollywood Way
Burbank, CA 91505
United States

Company & Manufacturing Address:
No. 89 Yunxiao Road
Guangzhou, Guangdong 510000
China