TERMS AND CONDITIONS - MILA SUSTAINABLE PACKAGING COMPANY

Last Updated: February 11, 2025

1. INTRODUCTION

Welcome to Mila Sustainable Packaging Company ("we," "our," or "us").

These Terms and Conditions ("Terms") govern your use of our website (www.milasustainable.com) and the purchase of our products.

By accessing our website or making a purchase, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you may not use our website or purchase our products.

Business Information:

• Business Name: Mila Sustainable Packaging Company

• Business Registration: Canada

• Operations Location: Sweden

• Website: www.milasustainable.com

• Contact Email: [YOUR EMAIL ADDRESS]

2. PRODUCTS

2.1 What We Sell

We sell 100% plastic-free, refillable bamboo makeup palettes, including:

• Large Bamboo Palettes (15 pan capacity)

• Small Bamboo Palettes (6 pan capacity)

• Double Stack Bamboo Palettes (6 pan capacity, travel design)

2.2 Product Descriptions

We make every effort to display accurate product descriptions, images, and specifications on our website. However:

• Colors may appear slightly different on different screens

• Natural bamboo grain patterns vary (each palette is unique)

• Product dimensions are approximate

2.3 Handcrafted Nature

All our palettes are handcrafted in China. As a result:

• Slight variations in bamboo grain, color, and texture are normal

• Each palette is unique and may differ slightly from the photos

• Minor imperfections in natural materials do not constitute defects

2.4 Customization and Engraving

We offer optional custom engraving on our palettes. Please note:

• Engraved palettes are made to order and cannot be returned unless damaged

• Custom text must be provided at the time of order

• We are not responsible for spelling errors in customer-provided text

• Engraving adds 3-5 business days to production time

3. PRICING AND PAYMENT

3.1 Prices

All prices are displayed in Euros (EUR) and include VAT where applicable.

Prices are subject to change without notice. The price you pay is the price displayed at the time you complete your order.

3.2 Payment Methods

We accept the following payment methods:

• Credit cards (Visa, Mastercard, American Express)

• Debit cards

• PayPal

• Google Pay

• Apple Pay

All payments are processed securely through Stripe.

3.3 Payment Authorization

By placing an order, you authorize us to charge your payment method for the total amount (including product cost, shipping, and taxes).

3.4 Taxes and Duties

EU Customers:

• VAT (25% in Sweden, varies by country) is included in the displayed price or added at checkout, depending on your location

Non-EU Customers:

• You may be responsible for customs duties, import taxes, and fees charged by your country

• These charges are NOT included in our prices

• You are responsible for paying any customs/import charges upon delivery

4. ORDERS AND ORDER ACCEPTANCE

4.1 Order Confirmation

When you place an order, you will receive an email confirmation. This does NOT mean your order has been accepted.

We reserve the right to:

• Refuse or cancel any order

• Limit quantities purchased

• Discontinue products at any time

4.2 Order Processing Time

Standard (Non-Engraved) Palettes:

• Ships within 3-5 business days of order placement

Engraved Palettes:

• Ships within 3-5 business days of order placement

Wholesale Orders:

• Ships within 5-7 business days of payment confirmation

4.3 Errors and Corrections

We reserve the right to correct any errors in pricing, product descriptions, or availability. If we discover an error after you've placed an order, we will contact you to give you the option to:

• Proceed with the correct information, OR

• Cancel your order for a full refund

5. SHIPPING

5.1 Shipping Locations

We ship to:

• EU/EEA countries (Sweden, Germany, France, Netherlands, etc.)

• United States and Canada

• United Kingdom

• Other countries, upon request (contact us for a shipping quote)

5.2 Shipping Costs

EU Customers:

• FREE shipping on orders over €30

• Orders under €30: Shipping cost calculated at checkout

Non-EU Customers:

• Shipping cost calculated at checkout based on destination and weight

5.3 Delivery Times

EU Destinations:

• Standard delivery: 3-5 business days

• Tracked delivery: 3-5 business days

United States/Canada:

• Standard delivery: 5-7 business days

• Tracked delivery: 5-7 business days

Other Countries:

• Delivery times vary: 5-10 business days

Note: Delivery times are estimates only and do not include order processing time. We are not responsible for delays caused by customs, postal strikes, or other factors beyond our control.

5.4 Tracking

Not all orders are shipped with tracking. When available, you will receive a tracking number via email once your order ships.

5.5 Lost or Stolen Packages

We are not responsible for packages that are:

• Lost or stolen after delivery confirmation

• Delivered to an incorrect address provided by you

• Refused by the recipient

• Returned due to failed delivery attempts

If your package is lost in transit (no delivery confirmation), please contact us within 30 days of shipment, and we will investigate with the shipping carrier.

6. RETURNS, REFUNDS, AND EXCHANGES

6.1 Damaged Items - Full Refund Eligible

If your palette arrives damaged:

You are eligible for a full refund or replacement if:

• The palette is damaged during shipping

• You notify us within 24 hours of delivery

• You provide photos of the damage

How to report damage:

1. Email us here within 24 hours of delivery

2. Include your order number

3. Attach clear photos showing:

   • The damaged palette

   • The shipping box/packaging

4. We will review and respond within 48 hours

If approved:

• We will send a replacement palette at no cost, OR

• Issue a full refund (including original shipping cost)

• You do NOT need to return the damaged item

6.2 Engraved/Customized Palettes - No Returns (Except If Damaged)

Palettes with custom engraving are FINAL SALE.

Engraved palettes cannot be returned or refunded unless:

• The palette arrives damaged (see Section 6.1)

• We made an error in the engraving (wrong text, incorrect spelling on our side)

You are responsible for:

• Providing correct spelling and text for engraving

• Double-checking your custom text before submitting your order

We are not responsible for spelling errors or typos provided by you.

6.3 Changed Your Mind? - Return Within 15 Days

If you ordered a non-engraved palette and changed your mind:

You may return it for a refund if:

• The palette is unused, undamaged, and in original condition

• You notify us within 15 days of purchase

• You ship the item back to us at your expense (unless you have paid for your shipping)

• The palette is received by us within 15 days of your return request

Return Process:

Step 1: Request Return Authorization

• Email us here with the subject line "Return Request."

• Include your order number and reason for return

• Wait for our return authorization and return address

Step 2: Ship Item Back

• Pack the palette securely in original packaging (if possible)

• Ship to the address we provide

• Use tracked shipping (we recommend this, but it's optional)

• You pay for return shipping costs unless you have purchased your original shipping, then we refund you the cost of shipping back to us.

Step 3: Refund Processing

• Once we receive and inspect the returned item, we will process your refund within 5-7 business days

• Refund will be issued to your original payment method

Refund Amount:

• Product price will be refunded in full

• Original shipping costs are NOT refundable

• You are responsible for return shipping costs

6.4 Items NOT Eligible for Return

You cannot return or exchange:

• Engraved or customized palettes (unless damaged or our error)

• Palettes that have been used or are not in their original condition

• Palettes returned after 15 days from purchase

• Items without proof of purchase

6.5 Exchanges

We do not offer direct exchanges. If you want a different product:

1. Return the original item following the return process (Section 6.3)

2. Place a new order for the item you want

6.6 Refund Processing Time

Once we approve your refund:

• It takes 5-7 business days for the refund to be processed

• It may take an additional 5-10 business days for the refund to appear in your account (depending on your bank/payment provider)

7. WARRANTY

7.1 Product Quality

We stand behind the quality of our products. Our palettes are:

• Made from durable, high-quality bamboo

• Designed for daily use

• Built to last for years with proper care

7.2 What Is Covered

If your palette has a manufacturing defect (e.g., broken hinge, loose magnet, cracked bamboo due to a defect in materials):

• Contact us within 30 days of purchase

• Provide photos of the defect

• We will replace the palette at no cost to you

7.3 What Is NOT Covered

We are not responsible for damage caused by:

• Normal wear and tear

• Misuse or abuse (e.g., dropping, excessive force)

• Improper care (e.g., exposure to water, heat, or harsh chemicals)

• Modifications or alterations you made to the product

• Natural variations in bamboo grain, color, or texture

7.4 Lifetime of Warranty

Our warranty covers manufacturing defects for 1 month from the date of purchase.

8. CARE INSTRUCTIONS

To ensure your bamboo palette lasts as long as possible:

DO:

• Wipe clean with a dry or slightly damp cloth

• Store in a cool, dry place

• Handle with care

DON'T:

• Submerge in water or wash with soap for a long period of time

• Expose to excessive heat or direct sunlight for long periods

• Use harsh chemicals or abrasive cleaners

• Drop or apply excessive force to hinges

Failure to follow care instructions may void warranty coverage.

9. INTELLECTUAL PROPERTY

9.1 Trademarks and Copyright

All content on our website, including:

• Product photos

• Text and descriptions

• Logo and branding

• Design and layout

...is the property of Mila Sustainable Packaging Company and is protected by copyright and trademark laws.

9.2 Use Restrictions

You may not:

• Reproduce, distribute, or sell our product photos or descriptions

• Use our branding or logo without written permission

• Copy our website design or content

9.3 Product Photos

Our product photos are for display purposes only. You may not use them for commercial purposes without our written consent.

10. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

We are not liable for:

• Indirect, incidental, or consequential damages

• Loss of profits or revenue

• Loss of data or business opportunities

• Damages exceeding the amount you paid for the product

Our total liability for any claim related to your purchase is limited to the amount you paid for the product.

11. PROHIBITED USES

You agree not to use our website or products for:

• Any unlawful purpose

• Reselling our products as your own brand (without a written wholesale agreement)

• Reverse engineering or copying our designs

• Harassing, abusing, or harming others

• Violating any laws or regulations

We reserve the right to refuse service or cancel orders from customers who violate these Terms.

12. WHOLESALE AND BULK ORDERS

12.1 Wholesale Terms

If you are purchasing for resale (wholesale), different terms may apply:

• Minimum order quantities

• Wholesale pricing

• Extended payment terms (Net-30)

• Separate wholesale agreement

Please contact us here for wholesale inquiries.

12.2 Wholesale Platforms

If you purchase through Faire or Ankorstore, your purchase is also subject to their respective terms and conditions.

13. PRIVACY

Your privacy is important to us. Please review our Privacy Policy to understand how we collect, use, and protect your personal information.

Privacy Policy

14. GOVERNING LAW AND DISPUTES

14.1 Governing Law

These Terms are governed by the laws of:

• Sweden (where we operate)

• Canada (where we are registered)

14.2 Dispute Resolution

If you have a complaint or dispute:

1. Contact us here

2. We will attempt to resolve the issue within 30 days

3. If unresolved, you may pursue legal remedies in accordance with applicable law

14.3 EU Customers - Alternative Dispute Resolution

EU customers have the right to use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

15. CHANGES TO THESE TERMS

We may update these Terms from time to time. When we do:

• We will update the "Last Updated" date at the top

• Significant changes will be communicated via email or website notice

Your continued use of our website after changes means you accept the updated Terms.

16. SEVERABILITY

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17. ENTIRE AGREEMENT

These Terms, together with our Privacy Policy and any other policies referenced, constitute the entire agreement between you and Mila Sustainable Packaging Company.

18. CONTACT US

If you have any questions about these Terms and Conditions, please contact us:

Contact

Website: www.milasustainable.com

SUMMARY OF KEY POLICIES:

Situation What You Can Do Timeline Palette arrives damaged Full refund or replacement Report within 24 hours of delivery Engraved palette damaged Full refund or replacement Report within 24 hours of delivery Changed mind (non-engraved) Return for refund (you pay return shipping) Within 15 days of purchase Engraved palette, changed mind No return (final sale) N/A Manufacturing defect Free replacement Within 30 days of purchase

END OF TERMS AND CONDITIONS

These Terms and Conditions were last updated on February 11, 2025.