Effective 10 October 2026.
This policy applies to consumer purchases from Elsamilu at elsamilu.com. For help with an order or a return, email elsamilu@outlook.com. Wholesale and trade orders are subject to their separately agreed terms.
Our approach to returns
We do not offer voluntary change-of-mind returns or size exchanges beyond those required by applicable law. This includes a change of preference or a standard size selected incorrectly by the customer. Please check the size chart before ordering and contact us if you need help.
Your mandatory consumer rights take priority. This policy does not exclude any cancellation, withdrawal, refund, repair, replacement or other remedy that cannot lawfully be excluded. Handmade production or making a standard-size garment after ordering does not, by itself, remove a statutory right to return it. Sale items retain the same applicable statutory protection.
Ready-to-ship, made-to-order and custom-sized garments
Ready-to-ship garments and garments made to order in a size selected from our standard size chart are standard-size purchases. A standard-size garment is not an individually customised order merely because it is handmade, out of stock or made after you order. Any applicable statutory cancellation or withdrawal rights therefore remain subject to the rules for that purchase.
Individual custom sizing is quoted separately for each request. Please provide your pet’s snug body measurements following our measuring guide, without adding ease or shortening the back measurement. We determine the proposed finished-garment measurements and any ease according to the design. Body measurements and finished-garment measurements are recorded separately.
Before payment, your individual quotation sets out the selected garment, body and proposed finished-garment measurements, item price, any custom-sizing charge, delivery charges and tax information, estimated production-completion date, and custom-order terms. The production-completion date is not the expected delivery date.
When you submit payment, you confirm the current quotation and custom-order terms using the confirmation box on the payment page. This confirmation also authorises us to begin production once payment has been received and verified. You do not need to provide a separate routine production confirmation after payment. Merely submitting payment or receiving an order acknowledgement does not establish that payment has been received. This production authorisation does not waive any mandatory cancellation, withdrawal or other consumer right.
Where applicable law permits, garments made to your individually agreed measurements or specifications are excluded from change-of-mind returns and exchanges. Any exception applies only after all legally required advance information and customer confirmations have been provided. A fit issue caused solely by inaccurate measurements you supplied does not create an additional voluntary return right when we have correctly followed the agreed specifications.
For handmade custom garments, the quotation and payment confirmation explain the expected measurement variation, which may be approximately 1–2 cm relative to the agreed finished-garment measurements. This variation is separate from the ease we add for the design and is not an instruction to add extra centimetres to your pet’s body measurements. We assess reported measurement or fit issues using the agreed garment measurements, measuring method, disclosed tolerance and applicable legal requirements. A tolerance is not a blanket exclusion of responsibility for faulty, unsafe or nonconforming goods.
Custom orders remain protected if an item is defective, incorrect, misdescribed or not made to the specifications we agreed. Custom-sizing charges are not automatically excluded from a refund when the law requires their repayment.
Faulty, damaged, incorrect or misdescribed items
Contact us with a description of the problem and enough information to identify your purchase. Photos can help where practical. We will provide the remedy required by applicable law, which may include repair, replacement, a price reduction or a refund, and will meet necessary return costs where the law requires us to do so.
The change-of-mind time limits below do not replace the separate legal periods for defective or nonconforming goods. Your right to a remedy does not depend on reporting every defect within seven or fourteen days.
How to notify us and return an item
Email elsamilu@outlook.com with a clear statement of your request, the item concerned, and your order number or other purchase details. You may use the optional cancellation form below or another method permitted by applicable law. An order number is helpful but is not the only acceptable proof of purchase.
A valid statutory cancellation notice does not require our discretionary approval. Please give notice within the time and by a method required by the applicable law. Contact us for packing and dispatch instructions, and keep proof of your notice and return shipment. Do not delay a legally required notice while waiting for our reply.
Eligible returns are sent to Dongguan, China. Overseas returns therefore involve international shipping. The applicable regional rules below determine who pays the direct return cost. Where those rules make you responsible for that cost, you must pay the postage to the address below. We do not impose a fixed restocking fee or deduct charges that the law does not permit.
Handle the garment only as reasonably needed to inspect it and check its fit. Avoid washing, alterations and extended wear, and return tags and packaging where available. Any condition requirement or deduction for loss of value will be applied only as permitted by law. Missing original packaging alone does not automatically remove a statutory right.
Return address and contact details
Recipient: Mr. Liu (刘先生)
Address: No. 33, Guowu, Shilong Town, Dongguan, Guangdong 523000, China
Chinese address: 广东省东莞市石龙镇郭屋33号
Postal code: 523000
Telephone: +86 186 6641 1641
Email: elsamilu@outlook.com
Statutory cancellation and return rules by region
For current delivery destinations and restrictions, see our Shipping & Delivery policy and the options available at checkout. Japan is currently supported, subject to the stated delivery restrictions. We do not currently accept website orders for delivery to Mainland China. The regional provisions below explain rights where the relevant law applies, including to earlier purchases; they are not a list of currently available delivery destinations. A change in delivery availability does not remove rights relating to an existing order.
The following provisions describe statutory rights where the relevant mandatory law applies to your purchase. They are not an additional worldwide voluntary return offer. Any longer period, additional remedy or more favourable protection required by applicable law remains available. Days are calendar days unless working or business days are expressly stated.
European Union
For eligible distance purchases covered by these withdrawal rules, you may withdraw without giving a reason within 14 days after you, or a person you nominate other than the carrier, receives the goods. For one order delivered in separate shipments, the period runs from receipt of the last item. Send your notice before the period expires, then return the goods without undue delay and within 14 days after your notice.
For a full withdrawal, we reimburse payments received, including the cost of our least expensive standard delivery option, within 14 days after receiving your notice. Unless we offer to collect the goods, we may withhold reimbursement until we receive them or evidence that you sent them back, whichever is earlier. You bear the direct return postage if properly informed before purchase, except where we must bear it by law. Extra charges for a premium delivery option are not reimbursed. Any deduction for handling beyond necessary inspection must be lawful.
A lawful exception may apply to goods genuinely made to individual specifications or clearly personalised. Missing required withdrawal information may extend the withdrawal period.
United Kingdom
For eligible distance purchases, you may cancel without giving a reason up to 14 days after you or your nominated recipient receives the goods, or the last item in an order delivered separately. You then have 14 days after notifying us to send the goods back. You bear the direct return postage where we properly informed you before purchase, unless the law requires us to pay.
For a full cancellation, we refund the payments due, including standard outbound delivery, without undue delay and within 14 days after receiving the goods or evidence of return, whichever is earlier. Different statutory timing applies if no goods were supplied or we offered collection. A lawful deduction may apply for handling beyond necessary inspection. Individual specifications or clear personalisation may qualify for the statutory exception; missing required information may extend cancellation rights.
Mainland China
Website delivery to Mainland China is currently unavailable. The following provisions remain relevant where applicable to earlier purchases or where mandatory law otherwise applies.
For eligible standard-size goods, you may notify us of a no-reason return within seven days, counted from the day after receipt. After receiving return details, send the goods back promptly and in the condition required by applicable law; reasonable inspection does not by itself make them ineligible. We refund the price paid within seven days after receiving the returned goods in the legally required condition. You bear non-fault return postage unless otherwise agreed or required by law. The exception for individually made goods applies only where its legal conditions, advance notice and active confirmation requirements are met.
Macao
Where Macao’s Consumer Rights Protection Law covers the distance contract, you may cancel an eligible purchase within seven days after receiving the goods. Return the goods within seven days after cancellation unless we arrange collection. We refund the amounts received within seven days of being informed of your cancellation or receiving the returned goods, as applicable, and notify you of the refund date and method. You pay return postage only where we informed you of that obligation before purchase; otherwise, we bear it. Goods made to your individual specifications may qualify for the statutory exception.
South Korea
Where mandatory Korean consumer law applies, eligible purchases may generally be cancelled within seven days after receipt of the required contract information, or delivery if later. We refund returned goods within three business days of receipt; if no goods have been supplied, the period runs from cancellation. You bear change-of-mind return costs; we bear necessary return costs for goods that do not match the contract. Individual custom orders are excluded only when the statutory conditions are met, including serious irreversible loss, separate advance notice, and your written or electronic agreement. Other statutory extensions and remedies remain available.
Türkiye
Where mandatory Turkish distance-selling law applies, eligible purchases may be cancelled within 14 days after delivery and returned within 14 days after notice. If we designate a return carrier, returning the goods through that carrier is free. If no carrier was designated, you will not be charged a return cost; if the designated carrier has no local branch, we will arrange collection without cost to you.
We refund all payments required by law, including delivery charges, within 14 days after handover to the designated return carrier. If another carrier is used, that period runs from our receipt of the goods. For cancellation before delivery, it runs from receipt of your notice. Goods made to your individual requirements may be excluded from change-of-mind cancellation where the law permits.
Malaysia
Where the statutory direct-selling cooling-off rules apply to your purchase, you may cancel within ten working days beginning on the day after the contract was made. The applicable statutory notice procedures, repayment obligations and protections apply. Our restrictions on voluntary returns do not override those rights.
Thailand
Where the statutory direct-marketing cancellation rules apply, you may cancel in writing within seven days after receiving the goods. We refund the full amount paid within 15 days after receiving your cancellation notice. Goods will be returned or made available for collection in accordance with the applicable statutory procedure. A custom-order restriction applies only where the law actually permits it.
Vietnam
Where required distance-sale information is missing or inaccurate, applicable Vietnamese law permits you to end the contract by notifying us within 30 days after it was made. We refund the amount paid for unused goods within 30 days after your notice. No termination charge applies, apart from the cost of goods already used as permitted by law. This is separate from remedies for defective or nonconforming goods.
Indonesia
Where Indonesian e-commerce rules apply, you have at least two business days after receipt to request an exchange or cancellation for incorrect or nonconforming goods, delivery that does not match the agreed terms, hidden defects, damage or expired goods. This does not limit any longer statutory period or remedy. It is not a general change-of-mind return period.
United States, Canada, Australia, Hong Kong, Singapore, the Philippines and Brunei
We do not add a voluntary change-of-mind or incorrect-size return period for these destinations. Applicable federal, state, provincial, territorial and national consumer rights remain unaffected, including cancellation rights arising from missing required information or contract documents, delayed or failed delivery, and remedies for defective, incorrect or misdescribed goods. In Australia, applicable Australian Consumer Law guarantees remain available. Any mandatory cancellation period and refund deadline takes priority over our voluntary-return restrictions.
Refund method
Refunds are made using the original payment method unless applicable law requires another method or you expressly agree otherwise. We do not charge a refund-processing fee. We will notify you when a refund is issued; your payment provider may take additional time to display it. Provider processing time does not extend our legal deadline for issuing the refund.
The regional deadlines above apply to the rights they describe. Refunds for defective goods, non-delivery and other statutory claims follow the separate deadline and cost rules applicable to that claim. Contact us if you have not received a refund we have confirmed.
Optional cancellation form
Use this form only if you wish to exercise an applicable cancellation or withdrawal right. Copy it into an email or send it by post. You may instead make another clear statement in a form permitted by law; this form is not compulsory.
To: Elsamilu, attn. Mr. Liu, No. 33, Guowu, Shilong Town, Dongguan, Guangdong 523000, China; elsamilu@outlook.com
Notice: I/we hereby give notice that I/we withdraw from or cancel my/our contract for the following goods:
Goods:
Ordered on / received on:
Order number, if available:
Consumer name(s):
Consumer address:
Date:
Signature(s), only if submitted on paper:
For questions, email elsamilu@outlook.com. See also our Terms of Sale and Shipping & Delivery policy.