Refund policy

Returns & Refunds Policy

This Returns & Refunds Policy applies to all services and products purchased from Mylka.

Because our services involve the handling of personal, perishable goods, our returns policy differs from that of a standard retail business.

Change of Mind

We do not offer refunds or returns for change of mind once an order has been placed.

This includes (but is not limited to):

  • Deciding not to proceed after purchasing a service

  • No longer wishing to send milk

  • Changes in personal circumstances

Breastmilk Processing Services

No Returns on Processed Milk

Once breastmilk has been received and processing has commenced, returns or refunds are not available under any circumstances.

This is due to the personalised, irreversible nature of the service and hygiene requirements.

Milk Returned Unprocessed

Breastmilk may be returned to you unprocessed if it does not meet our intake requirements, including (but not limited to):

  • Milk not frozen for the required minimum time

  • Incorrect or non-approved storage bags

  • Inadequate packaging or labelling

  • Milk arriving thawed or partially thawed

In these cases:

  • Processing fees are non-refundable

  • Return shipping costs are the responsibility of the customer

Loss or Damage in Transit

Mylka is not responsible for any loss, damage, spoilage, or thawing of breastmilk that occurs during courier transit to or from our premises.

No refunds or replacements will be issued for milk affected during transit.

Shipping Materials & Kits

If you have purchased a shipping kit or box and it has not yet been dispatched, you may contact us within 24 hours of purchase to request cancellation.

Once a shipping kit has been dispatched, it cannot be returned or refunded.

Faulty or Incorrect Items (Non-Perishable Goods)

If you receive a non-perishable item (such as packaging materials) that is faulty or incorrect, please contact us within 5 working days of receipt.

Where applicable, we will:

  • Replace the item, or

  • Provide a refund or store credit

This does not affect your rights under the Consumer Guarantees Act 1993.

Consumer Guarantees Act (NZ)

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, except where services are acquired for business purposes.

How to Contact Us

For any questions regarding returns or refunds, please contact us using the details provided on our website.