Effective Date: 02/07/2025

Welcome to Milo & Cleo (“we”, “our”, “us”). These Terms and Conditions (“Terms”) govern your use of our website, miloandcleo.com (“the Site”), and the purchase of products through this Site. Please read these Terms carefully. By accessing or using our Site, you agree to be bound by these Terms. If you do not agree, please do not use this website.

  • Eligibility
    You must be at least 18 years old or have permission from a parent or legal guardian to use this Site. By using the Site, you confirm you meet this requirement.
  • Intellectual Property
    All content on the Site — including text, graphics, images, designs, logos, product photos, and software — is owned by or licensed to Milo & Cleo and is protected by intellectual property laws.
    You may not reproduce, distribute, sell, modify, or use any content without our prior written permission.
  • Orders and Acceptance
    All orders placed on this Site are subject to acceptance by us. We reserve the right to refuse or cancel any order for any reason, including:

    limited product availability
    errors in product descriptions or pricing
    suspected fraud or unauthorized activity
    Once your order is accepted, you will receive an order confirmation by email.
  • Pricing and Payment
    All prices are listed in HKD$ and are subject to change without notice. We make every effort to ensure product pricing is accurate; however, in the event of a pricing error, we reserve the right to cancel or adjust an order.
    You agree to provide current, complete, and accurate payment information. Payment is processed securely through our chosen third-party providers.
  • Product Information
    We strive to display our products as accurately as possible. However, as each item is custom-made and dependent on your pet’s photo submission, there may be slight variations in the final product. Colors may also vary depending on your device display.
    We cannot guarantee that the product images precisely reflect the final printed item.
  • Personalised Products
    As our portraits are made-to-order and personalised, all sales are final once production begins. You may request changes or cancellations within 12 hours of placing your order; after this time, changes cannot be guaranteed.
    If you receive a damaged or defective item, please contact us within 7 days of delivery, and we will arrange for a replacement or refund in line with our Return and Refund Policy.
  • Shipping and Delivery
    Please refer to our Shipping Policy for processing times, shipping costs, and estimated delivery timeframes. We are not responsible for delays caused by carriers, customs inspections, or circumstances beyond our control.
    Risk of loss transfers to you upon delivery.
    Returns and Refunds
    As explained in our Return and Refund Policy, custom-made products are non-refundable except in cases of damage or manufacturing defect. Please contact us with supporting photos within 7 days of receiving your order if there is a problem.
  • User Conduct
    You agree not to:

    use the Site for unlawful purposes

    submit photos that infringe on third-party intellectual property rights or that contain offensive, hateful, or violent content

    attempt to hack, disrupt, or otherwise damage the Site

    We reserve the right to suspend or terminate your account if you violate these rules.

  • Limitation of Liability
    To the fullest extent permitted by law, Milo & Cleo shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our products or the Site.
    Our total liability for any claim related to these Terms shall not exceed the amount paid by you for your order.

  • Indemnification
    You agree to indemnify and hold harmless Milo & Cleo, its directors, employees, and affiliates from any claims, damages, losses, or liabilities arising out of your use of the Site or violation of these Terms.

  • Privacy
    Your privacy is important to us. Please see our Privacy Policy for information about how we collect, use, and protect your personal data.

  • Third-Party Links
    Our Site may contain links to other websites. We do not control and are not responsible for their content or practices. Visiting third-party sites is at your own risk.

  • Changes to These Terms
    We reserve the right to modify these Terms at any time. Updates will take effect immediately upon posting on the Site. We recommend checking this page regularly to stay informed.

  • Governing Law
    These Terms are governed by and construed in accordance with the laws of [insert applicable country or state], without regard to its conflict of law principles.

  • Contact Information
    If you have any questions about these Terms, please contact us:

    Email: support@miloandcleo.com.
    Working Hours: 
    Monday to Friday:  9am–5pm 
    Saturday and Sunday: Closed
    Bank Holidays: Closed