Refund policy
Protecting Your Baby's Safety
At MaiaMilk, nothing matters more than the safety and well-being of the babies we serve. Our freeze-dried donor breast milk undergoes rigorous testing, careful processing, and secure handling—from our facility directly to your home. To protect the integrity of every product we sell, we maintain the highest safety standards in the industry, which includes a strict no-returns policy.
Why We Cannot Accept Returns
We understand that a no-returns policy might seem strict. Here's why it's designed to protect your baby:
Product Integrity: Once our donor breast milk leaves our temperature-controlled facility, we cannot verify that it has been properly stored or remains uncontaminated. Infant nutrition products require careful handling, and we cannot risk compromising the safety of our inventory by accepting returned products.
Tampering Prevention: Sadly, product tampering is a real concern with infant nutrition. By never accepting returns, we guarantee that every product you receive has come directly from our facility and has never been in another customer's possession. This is your assurance of authenticity and safety.
Regulatory Compliance: As an infant nutrition product, donor breast milk must meet stringent safety standards. Our no-returns policy ensures every product maintains full traceability from processing to delivery—a standard that would be impossible to maintain with returned merchandise.
What This Means for You: Every MaiaMilk product you receive is new, untouched, and shipped directly from our facility. We never restock, resell, or redistribute products that have left our possession. This is our commitment to your baby's safety.
All Sales Are Final
Due to the perishable nature of our products and federal food safety standards for infant nutrition, all sales are final. We do not accept returns, exchanges, or issue refunds for change of mind, ordering errors, or unused products. By completing your purchase, you acknowledge and agree to this policy.
This policy exists to protect your baby and every baby we serve. We appreciate your understanding of our commitment to the highest safety standards.
Damaged or Defective Products
While we take every precaution to ensure your order arrives in perfect condition, shipping incidents can occasionally occur. If you receive a damaged or defective product, we want to make it right.
Damaged or defective orders are handled on a case-by-case basis. To report an issue:
- Contact us within 48 hours of delivery at info@getmaiamilk.com
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Include the following information:
- Your order number
- A description of the damage or defect
- Clear photographs of the damaged product and packaging
- Retain all packaging materials until your case is resolved
Our customer care team will review your case and respond within one to two business days. Resolution options may include replacement product, store credit, or other remedies as determined appropriate based on the specific circumstances of your case.
Please note: Damage to outer cardboard packaging that does not affect the product itself (minor dents, scuffs, or cosmetic damage to boxes) does not qualify for replacement, as long as the inner product packaging remains intact and sealed.
Incorrect Orders
If you receive an item you did not order, or if your order is missing items, please contact us within 48 hours of delivery at info@getmaiamilk.com with your order number and details of the discrepancy. We will correct shipping errors at no cost to you.
Order Cancellation
Orders may be cancelled for a full refund if requested before the order has been processed for shipment. To request a cancellation, email info@getmaiamilk.com immediately after placing your order. Once an order has been processed and shipped, it cannot be cancelled and is subject to our no-returns policy.
Products Damaged After Delivery
MaiaMilk is not responsible for products damaged due to improper storage after delivery, failure to follow preparation or storage instructions, or products used after the recommended use-by date printed on packaging. Customers assume responsibility for proper handling and storage of products after delivery.
No Satisfaction Guarantee
Due to the specialized nature of infant nutrition and the individual responses babies may have to any feeding product, MaiaMilk does not offer a satisfaction guarantee. Every baby is different, and we encourage parents to consult with their pediatrician before introducing any new nutrition product. We are unable to provide refunds or exchanges based on your baby's individual response to our product.
Medical Disclaimer
MaiaMilk products are intended for use as directed on product packaging. Our products are not intended to diagnose, treat, cure, or prevent any disease. Always consult your pediatrician before introducing new foods or nutrition products to your infant. MaiaMilk is not responsible for any adverse reactions resulting from allergies, sensitivities, or other individual medical conditions.
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MAIAMILK SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM YOUR PURCHASE OR USE OF OUR PRODUCTS. IN NO EVENT SHALL MAIAMILK'S AGGREGATE LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT(S) GIVING RISE TO THE CLAIM.
This policy does not affect your statutory rights under applicable consumer protection laws.
Contact Our Customer Care Team
We're here to help with any questions or concerns about your order.
Email: info@getmaiamilk.com
Please include your order number in all correspondence for faster assistance.
