Refund policy

Returns

Returns must be requested by email to info@mila-sai.com within 15 days of receiving your order. Please contact us at info@mila-sai.com with your order number and the reason for the return.
Once the return has been requested, it must be completed within 5 business days. After this period, the return will no longer be accepted

We will provide you with a shipping label via email along with the necessary instructions to process the return.
The product must be in perfect condition and include the original tags and packaging. 

Important:

· If your piece includes a security tag, it must remain attached, intact, and untampered. Removing or attempting to remove the security tag is considered confirmation that the piece has been used or accepted, and the return will not be eligible for a refund.
Any item that shows signs of wear, alteration, or removal of the security tag will be refused.
· Please note that MILA SAI reserves the right to refuse refunds if the item is returned in a used, damaged, altered, or faulty condition.
· MILA SAI may decline a return if the items do not comply with the conditions listed above or with its return policy. Should this occur, you will be informed by email.
·  Shipping fees for parcels that remain uncollected will not be eligible for reimbursement.
· MILA SAI does not accept exchanges or returns that have not been previously requested and approved, nor returns that are sent independently.
· All exchanges and returns must be processed exclusively using the shipping label provided by MILA SAI.
· Refunds are issued exclusively to the original payment method used at checkout. We are unable to process refunds to different accounts or alternative payment methods.
· Made-to-order pieces may be exchanged for another item or for store credit, but they are not eligible for monetary refunds.
· Pre-order pieces are made with intention. For this reason, cancellations are only accepted within 48 hours of purchase. After this time, orders become final.
· Sets must be returned as a complete unit. Because they are sold as a single product, partial returns or missing components cannot be accepted.
· All sales of items with special discounts or items purchased using a coupon code are final and not eligible for exchanges or returns.

Taxes (excludes UE)

Please note that we cannot refund any customs duties or taxes paid to release your order. 
As customs duties and import taxes information is clearly detailed both in each product description and on the Shipping Information page, MILA SAI does not accept returns for items whose customs payment has been refused by the customer.

If a shipment is returned to origin due to unpaid customs charges or unsuccessful delivery attempts attributable to the customer, despite multiple contact attempts by FedEx and MILA SAI, the customer shall be solely responsible for the cost of reshipping the order.

Return shipping costs:

For all regions, the return shipping cost will be deducted from the refund along with the initial shipping fee. 
If you prefer instead, the return can be issued as a voucher to use on our website.

• Spain: €10
• European Union zone 1: €15
  European Union zone 2: €18
  European Union zone 3: €25
  
• United Kingdom: €20
• United States: €20
• Japan: €35
• Rest of the World: €35

Exchanges

Exchanges must be requested by email to info@mila-sai.com within 15 days of receiving your order.

Once we receive your request, please allow 3-5 business days for it to be processed.
We will provide you with a shipping label via email along with the necessary instructions to process the return.

· Exchanges are offered at no additional cost; however, the customer shall be responsible for all shipping expenses, including the cost of returning the item to the MILA SAI atelier and the cost of shipping the replacement item to the designated address.
· If you choose to exchange your product for one of higher value, you will need to pay the difference. 
· If you exchange it for one of lesser value, the difference will be refunded.
· Once the payment is made, if the product is in stock, you will receive your new order within our shipping timeframe depending on your location.


Warranty

All our jewelry is carefully designed and sculpted by MILA SAI, crafted in high-quality 930 recycled silver and plated in 24k yellow gold (2.5 to 4 microns).

We offer a 2-year warranty on all products, starting from the date of purchase. Please note that this warranty does not cover accidental damage, scratches, or normal wear. Silver and gold are natural elements, and some change over time is expected.

To keep your pieces looking beautiful for years to come, we recommend following our Product Care Instructions

For any questions or further information, please contact us at info@mila-sai.com