Refund policy

Return and Refund Policy

At MILLAN & ALONSO, LDA, we want you to feel completely refreshed and satisfied with your purchase. We take pride in offering high-quality bath and personal care accessories, including our premium exfoliating washcloths (搓澡巾), quick-dry hair towel wraps (干发帽), and ultra-soft body bath towels (浴巾). However, if something isn’t quite right, we are here to help make things simple and hassle-free.

30-Day Money-Back Guarantee

We offer a 30-day return window, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in its original, unused, unwashed, and unworn condition.

  • Hygiene items (such as exfoliating washcloths, hair caps, and bath towels) must remain in their original packaging with all original labels and tags attached.

  • You must provide a proof of purchase or order confirmation receipt.

Hygiene & Personal Care Notice

Because our products are designed for personal bath and hygienic use, items that show signs of usage, washing, or damage after delivery cannot be accepted for return or refund due to health and safety regulations, unless the item arrived defective or damaged.

How to Initiate a Return

  1. Contact Us: Reach out to our Customer Support team at [email protected] within 30 days of receiving your order. Please include your order number, clear photos of the item, and the reason for your return.

  2. Review & Approval: Once your request is reviewed and approved, our support team will provide you with clear return instructions and authorization.

  3. Ship the Item: Package the item securely and send it to our designated return warehouse:

    • Return Address: R. Garcia de Orta 2, 2800-698 Setúbal, Portugal, Europe

    • Return Contact Person: Madalena Antunes

Please note: Items sent back to us without first requesting a return will not be accepted.

Return Shipping Fees

  • Defective, Damaged, or Incorrect Items: If you received a defective item, a damaged product during transit, or the wrong product entirely, we will cover all return shipping costs or issue a free replacement immediately.

  • Customer Preference / Change of Mind: If you are returning an item due to personal preference, accidental order, or change of mind, you will be responsible for covering the actual return shipping fee.

Refund Process

Once your returned item is received at our facility and inspected by our quality control team, we will send you an email notification regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed automatically to your original method of payment within 5 to 10 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some processing time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at [email protected].

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.