Returns Policy

1. Introduction

We understand that from time to time you may wish to return a product. We have created this 30-day returns policy to enable returns in appropriate circumstances.

This returns policy applies to customers irrespective of geographical location and does not affect any statutory rights you may have under applicable consumer protection legislation.

2. Right of Withdrawal – EU Consumers

Under EU consumer protection law (EU Directive 2011/83/EU), consumers ordinarily have the right to withdraw from online distance contracts within 14 days of receiving their order, without giving a reason (the “cooling-off period”).

However, this statutory right of withdrawal does not apply to goods that are made to the consumer’s specifications or clearly personalised (Article 16(c) of the Consumer Rights Directive).

The following products are printed-on-demand to your individual specifications, including the design you select and the quantity you order. Because each order is produced as a unique print run, colour matching cannot be guaranteed between separate print runs, meaning no two orders are identical. These products therefore fall within the exemption for goods made to the consumer’s specifications, and the 14-day statutory right of withdrawal does not apply to them:

• All wallpaper rolls and wall murals
• Yard/Metre samples

Small Samples are pre-printed and held in stock. EU consumers therefore retain the statutory 14-day right of withdrawal in respect of Small Sample orders. If you wish to exercise this right, please submit a request via our Returns Request form within 14 days of receiving your order, selecting “Exercising 14-day right of withdrawal” as your reason. We will arrange a full refund including the cost of return postage.

This does not affect your rights in relation to damaged, faulty, or incorrectly supplied products – please refer to Section 5 and our Returns procedure in Section 3 below.

If you have any questions about your rights as an EU consumer, you may contact the European Consumer Centre in your country or visit ec.europa.eu/consumers.

3. Returns

Where you have no other legal right to return a product and receive a refund or exchange, you may nonetheless return a product to us provided that:

a) We receive the returned product within 30 days of the date you received it.
b) The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with all labels still attached, and in a condition that allows us to resell the product as new.
c) You comply with the returns procedure set out below.
d) None of the exclusions listed in Section 5 apply.

If you have received damaged or incorrect items, please complete our Returns Request form. The form will require photographic evidence of what you have received.

4. Returns procedure

To initiate a return or exchange, you must submit a request via our Returns Request form.

Returns submitted without prior approval via this form may not be accepted.

Any product returned to an incorrect address will be deemed not received, and no refund or credit will be issued.

Unless otherwise agreed in writing, the purchaser is responsible for all return postage costs. Milton & King is not responsible for lost or damaged items during return shipping. We strongly recommend that all returns are securely packaged and sent using a tracked shipping service.

Please include your full name and order number (if applicable) with your return to avoid processing delays.

Once your return request has been approved, please ship your return to the address below:

Milton & King
Attn: Returns
Unit 6 Albert Works
Conway Street, Hove
East Sussex, BN3 3LW
United Kingdom
returns@miltonandking.com

5. Exclusions

The following products are not eligible for return under this policy:

a) All fabric products
b) Any customised product made to specification, such as swatchbooks
c) A single unopened roll that forms part of a two-roll (A/B) wallpaper set
d) Grasscloth & natural wallpapers
e) Vinyl wallpapers
f) Decorative textile wallpapers
g) Metallic wallpapers
h) Yard and Metre samples (printed-to-order)

Please note: Small Samples are pre-printed stock items and are therefore subject to the statutory 14-day right of withdrawal for EU consumers — see Section 2 above.

Wholesale (Tier 1) partners are not eligible for returns, refunds or store credit.

6. Refunds

Retail customers may receive a refund for products returned in accordance with this policy. Refunds exclude original delivery charges and return shipping costs unless otherwise agreed in writing.

Returns from retail customers of any number of unopened rolls will be subject to a 25% restocking fee, which will be deducted from the refund amount. Transaction fees charged by payment providers (including PayPal, Stripe, or similar) are non-refundable.

Trade clients are eligible for store credit only.

Wholesale partners are not eligible for refunds, returns or store credit.

Refunds will be issued using the original payment method where possible and will be processed within 30 days of receipt of the returned product.

7. Improper returns

If a product is returned in breach of this policy and you do not otherwise have a legal right to return the product:

a) No refund or exchange will be provided.

b) We may retain the returned product until you pay any reasonable re-delivery costs.

c) If payment is not received within 30 days of our request, we may dispose of the product without liability.