Returns &
Refunds

To request a return, please contact us within 7 days of receiving your order.

To be eligible, the item must:

• Be unused and unwashed
• Be free from pet hair, fur, odour, stains and signs of use
• Remain in its original condition
• Include the original packaging, labels, accessories and gifts
• Be accompanied by proof of purchase or the order number

Returns sent without contacting us first may not be accepted.

For hygiene, safety and resale reasons, we cannot accept returns for items that:

• Have been used, washed or cleaned
• Show signs of pet contact, including hair, fur, bite marks or scratches
• Have stains, odours, marks or other signs of handling beyond inspection
• Are missing packaging, labels, parts, accessories or promotional gifts
• Have been damaged after delivery
• Were sold as final sale or clearance, unless defective or incorrectly supplied

We may decline a return if the condition of the item prevents it from being safely resold.

If you change your mind or select the wrong colour, size or product, you may request a return within the stated return period, provided the item meets all return eligibility conditions.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Original shipping charges, customs duties, taxes and other third-party fees are normally non-refundable.

Please inspect your order as soon as it arrives.

If an item appears to have been damaged during delivery, is defective, or differs from the item ordered, please contact us within 48 hours of delivery.

Please provide your order number and clear photographs showing:

• The outer shipping packaging
• The courier shipping label
• Any visible damage to the parcel
• The internal packaging and protective materials
• The affected item from several angles

An unedited unboxing video is strongly recommended where available, as it may help us assess the condition of the parcel upon arrival.

Please keep the item, product packaging and all shipping materials until the claim has been reviewed. We may require additional information or ask that the item be returned.

Claims are reviewed individually. Depending on the circumstances and available evidence, an approved claim may be resolved through a replacement, partial refund or refund.

Contact us before sending the item back. Please include:

• Your order number
• The item you wish to return
• The reason for the return
• Relevant photographs, where applicable

If the return is accepted, we will provide the return instructions and the address to which the item should be sent.

Items returned without approval or sent to an incorrect address may not be accepted or refunded.

For change-of-mind returns, incorrect selections or other returns not caused by an error on our part, the customer is responsible for return shipping costs.

We recommend using a trackable delivery service and keeping the shipping receipt until the return has been completed.

CohiiMillc Pets is not responsible for return parcels that are lost, delayed or damaged before reaching us.

If a return is approved because the wrong item was sent or because the item was confirmed to be defective or damaged in transit, we will advise you on the appropriate return arrangement.

Returned items will be inspected after they are received.

We will notify you whether the refund has been approved. If approved, the refund will normally be issued to the original payment method.

The time required for the refunded amount to appear in your account depends on your bank, card provider or payment service.

Original shipping charges, customs duties, taxes and other third-party fees are normally non-refundable, except where required by applicable law or where the return resulted from an error on our part.

If the returned item does not meet the stated return conditions, the refund may be reduced or refused.

We do not normally process direct exchanges.

If you require a different colour, size or item, please request a return for the eligible product and place a new order separately.

Product availability cannot be guaranteed while a return is being processed.

Contact us as soon as possible if you wish to cancel or change an order.

We will try to assist, but cancellation or modification cannot be guaranteed once order preparation has started.

Orders that have already been packed, dispatched or handed to the courier can no longer be cancelled and will be subject to the normal return conditions.