Last updated: 04/09/2026
This policy applies to one-time shop orders placed through the Milko app and delivered by courier. Daily milk subscriptions are settled directly with your milkman and are not covered here. Nothing in this policy affects your rights under the Consumer Protection Act 2019.
Before payment is verified you can cancel from the order screen. If you had already paid, the full amount is refunded.
After the order is confirmed you cannot cancel from the app, because the seller starts packing and the courier is booked immediately. Contact support at support@milko.co.in right away; if the parcel has not yet been handed to the courier we will cancel it and refund you in full. Once the parcel is picked up it cannot be cancelled; you may refuse it at the door, in which case section 4 applies.
Raise the claim within 24 hours of delivery from the order screen or by email, with: the order number, a continuous unboxing video showing the unopened parcel with its shipping label and the opening of the parcel, and photographs of the item and packaging.
Claims without the video, or raised after 24 hours, may be rejected — the video is what allows the seller and the courier to be held to account. Approved claims are refunded to source. Where only some items are affected, the refund covers those items; where the whole order is unusable, the delivery charge is refunded too. Milko may ask you to hand the item back to the courier. Perishable products should be checked at delivery and any problem raised the same day.
If the courier records a failed delivery attempt, keep your phone reachable — the courier retries. After the retry limit the parcel is returned to the seller.
When the failure is on the seller's, courier's or Milko's side, you receive a full refund including the delivery charge once the return is confirmed. When the failure is caused by an incorrect or incomplete address, a wrong phone number, or non-availability at the address, you receive a refund of the product amount only — the delivery charge is not refunded, because it was spent on your behalf. A parcel refused at the door for a reason under section 3 is treated under section 3 (record the video before refusing where possible); a refusal without such a reason is treated as an address-side failure.
Products sold through the Milko shop are largely fresh and home-made food items. There is no return or exchange for change of mind after delivery. Your statutory rights for defective goods are unaffected.
Refunds are paid to the source of payment (the UPI account that paid), never in cash and never to a different account, within 5–7 business days of approval or of the courier confirming the return. You will receive the refund reference (UTR) in the app. Voucher discounts are not refunded as money — you receive the amount you actually paid. If a refund has not reached you within 7 business days, write to support@milko.co.in with the order number and we will trace it with the bank.
If you disagree with a decision under this policy, write to support@milko.co.in and it will be handled under our grievance process. Your rights under the Consumer Protection Act 2019 are not affected.
How do I cancel my order?
If your payment hasn't been verified yet, cancel directly from the order
screen in the app. After confirmation, email support immediately — we
can still cancel it free of charge if the courier hasn't collected the
parcel.
When will I get my refund?
Within 5–7 business days of approval (or of the courier confirming a
return), to the same UPI account you paid from. The refund reference
(UTR) appears in the app.
The milk/paneer arrived spoiled. What do I do?
Check perishables at the door and raise the claim the same day — order
screen or email, with the unboxing video and photos. Approved claims are
refunded in full for the affected items.
Why do I need an unboxing video?
It is the only evidence that lets us hold the seller and the courier to
account for what was actually inside the parcel. One continuous shot,
from the sealed parcel with its label through opening it.
I missed the courier. Do I lose my money?
No — the courier retries. If the parcel eventually returns because you
were unavailable or the address was wrong, you get the product amount
back; only the delivery charge is kept, since it was already spent.
I used a coupon. Is the discount refunded?
You get back what you actually paid. The coupon amount was never your
money, so it isn't refunded as cash, and a used coupon generally isn't
reissued.
Can I return something I just don't like?
No. These are fresh and home-made food items, so there is no
change-of-mind return. Defective, damaged or wrong items are always
covered under section 3.
Does this apply to my daily milk subscription?
No — subscriptions are settled directly with your milkman through your
monthly bill. This policy covers one-time shop orders delivered by
courier.
Email:
support@milko.co.in
Company: Sanvix Technologies Private Limited