Refund policy

Last updated: 31 August 2026

We want to help if something is not right with your Milbies order.

Because many Milbies products contain live beneficial organisms, returns may work differently from returns of ordinary garden products. Live products can have limited shelf lives and specific temperature and storage requirements.

This policy does not affect your statutory rights.

1. Contact details

To request a cancellation, return, replacement or refund, contact:

Email: info@milbies.co.uk
Website: https://milbies.co.uk/pages/contact
Business address: Mantron 9, Villa 2B, 8574 Kissonerga, Paphos, Cyprus

Please contact us before sending a product back so that we can provide the correct instructions and return address.

Do not return a live biological product without contacting Milbies first.

2. Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible.

We will try to stop the order, but this may not be possible once processing, preparation or dispatch has begun.

If we can cancel the order, we will refund the cancelled amount to the original payment method.

3. Change-of-mind returns for standard products

For standard, non-perishable products purchased online, you normally have the right to cancel your purchase without giving a reason.

You must tell us that you wish to cancel no later than 14 days after the day on which you, or a person nominated by you, receives the product.

After notifying us, you must return the product no later than 14 days after the cancellation notice.

You may inspect the product in the same way that you would reasonably inspect it in a shop. We may make an appropriate deduction from the refund if the product’s value has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and operation.

Where possible, please return the product with its original packaging and all included components. Missing original packaging does not by itself remove your statutory rights.

4. Live biological and perishable products

Many Milbies products contain live beneficial organisms, including nematodes and other biological controls.

These products may be liable to deteriorate or expire rapidly because their condition and effectiveness can be affected by:

  • time and shelf life;

  • temperature;

  • storage conditions;

  • transport conditions; and

  • exposure to heat or frost.

The statutory change-of-mind cancellation right does not normally apply to goods that are liable to deteriorate or expire rapidly. Live biological products may therefore be excluded from change-of-mind returns.

This exclusion does not affect your rights if a live product is faulty, damaged, incorrect or not as described.

If you are unsure whether a product is eligible for return, contact us before sending it back.

5. Damaged, incorrect or faulty orders

Contact us as soon as reasonably possible if:

  • your order arrives damaged;

  • you receive the wrong product;

  • an item is missing;

  • the product is faulty;

  • a live product appears non-viable when it arrives; or

  • the product does not match its description.

For damage that is visible on delivery, we ask that you contact us preferably within three days. This helps us investigate the delivery and obtain evidence from the carrier. Failure to contact us within three days does not remove any statutory rights you may have.

Please provide:

  • your order number;

  • a short description of the issue;

  • clear photographs of the product and packaging where possible; and

  • any relevant information about delivery, storage and application.

Please do not dispose of the product or packaging until we have responded, unless retaining it would be unsafe or unreasonable.

If a product is confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a replacement, refund, repair or price reduction, depending on the circumstances.

6. Problems with the performance of a biological control

Biological controls are living products. Their performance may be affected by storage, temperature, application timing, dosage, weather, soil conditions, pest lifecycle and application method.

If you believe that a biological product has not performed as expected, contact us before disposing of it.

We may ask:

  • when and how the product was delivered;

  • how it was stored;

  • when and how it was applied;

  • what temperature or weather conditions applied; and

  • what pest activity was observed.

We will use this information to determine whether the product may be faulty or whether further application guidance is appropriate.

This assessment does not affect your statutory rights.

7. Return shipping costs

For an eligible change-of-mind return of a standard, non-perishable product, you are responsible for the direct cost of returning the product.

If a product is faulty, damaged or incorrect, Milbies will cover reasonable return costs. We may instead provide a replacement or refund without requiring the product to be returned.

Please retain proof of postage when returning an item.

8. Refund amounts

For an eligible change-of-mind cancellation, we will refund:

  • the price paid for the returned product; and

  • the cost of the least expensive standard delivery option offered for the order, where applicable.

If you selected a more expensive or expedited delivery method, we are not required to refund the additional amount above the cost of standard delivery.

We may reduce a refund to reflect any reduction in value caused by handling beyond what would reasonably be permitted in a shop.

9. Refund timing

For eligible change-of-mind returns, we will issue the refund without undue delay and no later than 14 days after:

  • we receive the returned products; or

  • you provide evidence that the products have been sent back,

whichever occurs first.

We may withhold the refund until we receive the products or evidence that they have been returned.

For faulty, damaged or incorrect products, an approved refund will be issued without undue delay and within the applicable statutory timeframe.

10. How refunds are paid

Refunds will normally be made to the original payment method unless you expressly agree to another method.

We will email you when the refund has been processed. Your bank, card issuer or payment provider may require additional time to display the funds in your account.

11. Late or missing deliveries

If an order has not arrived by the agreed delivery date, contact us at info@milbies.co.uk.

Unless another delivery period has been agreed, products should be delivered without undue delay and no later than 30 days after the order is placed.

Where applicable, you may be entitled to agree a new delivery date or cancel the order and receive a refund.

12. Sale and promotional products

Products purchased during a sale or promotion have the same statutory rights as products purchased at their normal price.

Any promotion-specific conditions will be displayed before purchase and will not restrict rights that cannot legally be excluded.

13. Statutory rights

We are under a legal duty to supply products that conform to the contract.

Nothing in this Refund Policy excludes or limits your rights under applicable consumer law, including your rights where products are faulty, damaged, incorrect or not as described.

14. Model cancellation form

You may use the following form to cancel an eligible purchase, although you are not required to use it.

To: Milbies, Milby LTD, Mantron 9, Villa 2B, 8574 Kissonerga, Paphos, Cyprus
Email: info@milbies.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Products:
[Insert products]

Order number:
[Insert order number]

Ordered on / received on:
[Insert dates]

Customer name:
[Insert name]

Customer address:
[Insert address]

Signature, if submitted on paper:
[Signature]

Date:
[Date]