EU Union Statutory Contract Withdrawal

Thank you for shopping with SPM Goods trading as Milo & Chip (https://miloandchip.com/). Please read this policy carefully before making a purchase. 

1. Accepted Returns

We strive to provide quality products and if there are any defects we will happily issue a refund or replacement for products that arrive with legitimate issues. To be eligible, the item must be unused and you must contact us within 14 days of receiving your order.

Examples of accepted returns include:

  • Incorrect Item: Receiving a completely different product than what you ordered.

  • Material Defects: Holes or tears present upon arrival before the first wash.

  • Print Defects: Cracking or peeling before the first wash, or significant misalignment of the design that is not due to normal wear and tear.

  • Seam Failures: Open seams or significant stuffing leakage upon arrival.

  • Stuffing Defects: Lumps, missing stuffing, or hard clumps of material inside toy.

  • Safety Hazards: Loose parts that pose a choking hazard, or any sharp objects protruding from the toy.

2. How to Initiate a Refund Claim

If you believe your item has a legitimate quality issue, please contact our customer service team within 14 days of the delivery date at help@spawnpointmedia.com. Claims submitted after this period will not be eligible for a refund claim. 

Required documentation includes the following: 

  • Your order number.

  • A detailed description of the defect.

  • Clear photographs or a short video clearly showing the issue.

We will review your claim and may require you to return the item to us for inspection. If your claim is approved, we will provide a full refund to your original payment method or ship a replacement item, at our discretion. Once approved, returns will be processed the next business day and refunds may take up to 14 business days to process. 

3. Lost in Transit

  • For domestic destinations (within US), lost in transit claims must be submitted within 35 days from the last carrier tracking update.

  • For international destinations (outside of US), lost in transit claims must be submitted within 40 days from the last carrier tracking update.

Claims submitted after this period will not be eligible for a refund claim. 

4. Statutory Right of Withdrawal (EU Customers)

For customers located in the European Union (EU), you have the statutory right to cancel your purchase within 14 days of receiving your item, without giving a reason. This right is provided under the EU Consumer Rights Directive and cannot be waived. 

If you decide to return the product within the 14-day cooling period, you are responsible for the costs of postage and packaging. You must notify us within 14 days of receiving your item by contacting us at help@spawnpointmedia.com with:

  • Your order number
  • A statement that you wish to cancel your purchase

5. No Change-of-Mind Refunds or Returns (Non-EU Customers)

If you are located outside of the European Union (EU), all sales are final. We are unable to issue refunds, exchanges, or accept returns for orders placed due to a change of mind, accidental purchase, ordering the wrong size, or because you no longer want an item.

We strongly encourage you to:

  • Carefully review the product descriptions and size charts before placing your order.
  • Ensure your shipping address is correct at the time of purchase.

If you are located in the EU, please refer to Section 4 for your statutory withdrawal rights.