Refund policy

Your right to cancel (14 days)

If you buy as a consumer, you can cancel your purchase within 14 days without giving a reason. These 14 days start on the day you, or someone you've named (other than the carrier), receive the item. If an order arrives in several parts, they start when you receive the last part.

To cancel, tell us clearly before the 14 days are over: use the cancellation button in our shop, email milla@millanovo.com, or send the model cancellation form at the bottom of this page. Sending your message within the 14 days is enough.

Returning the item

Send the item back within 14 days after telling us you're cancelling, to: Studio Milla Novo, Schoollaan 64d, 2121 GH Bennebroek, the Netherlands. Please pack it carefully, in the original packaging if possible.

You pay the direct cost of returning the item. Large wall hangings and rugs can't be sent by regular post; returning one costs at most about €180 from within the EU and about €380 to €750 from outside the EU, depending on the country. Samples can be returned by regular post.

You may handle and inspect the item as you would in a shop. If it has lost value because it was handled beyond that, for example permanently installed, damaged or soiled, we may deduct that loss of value from your refund.

Your refund

We refund the purchase price and the original standard shipping cost within 14 days after receiving your cancellation, using the same payment method you used, at no extra cost to you. We may wait with the refund until we have received the item back, or until you have shown proof that you sent it, whichever comes first. If you chose a more expensive delivery method than our standard one, we don't refund the extra cost.

When the right to cancel doesn't apply

The right to cancel doesn't apply to items made to your own specifications, such as a wall hanging or rug in a custom size, shape or colour, or a commissioned piece. You'll always be told before you order if an item falls under this exception.

Items in our standard sizes and colours, including made-to-order Bomba, OBNi and Solstice rugs and limited-edition pieces, can be cancelled and returned under the rules above.

Faulty or damaged items

Every purchase comes with your legal rights if an item is faulty or doesn't match its description. Please check your order when it arrives and let us know as soon as possible if anything is wrong, with a few photos, so we can put it right quickly. This doesn't affect your legal rights.

Business customers

The right to cancel applies to consumers only. Business orders and commissions follow the terms in the agreed quotation.

Model cancellation form

(Only fill in and send this form if you want to cancel your purchase.)

To: Studio Milla Novo, Schoollaan 64d, 2121 GH Bennebroek, the Netherlands, milla@millanovo.com

I hereby give notice that I cancel my contract for the sale of the following item(s): ...

Ordered on / received on: ...

Order number: ...

Name: ...

Address: ...

Signature (only if this form is sent on paper): ...

Date: ...