Refund policy

Milk by Mom Refund Policy

At Milk by Mom, we're committed to providing a smooth, reliable experience from the moment you order to the moment your pouches arrive at your door. Our goal is to always work with you to resolve any issues you may encounter and we want to set clear expectations around our refund policy.

Stash Size & Underfill Refunds
We use flexible stash sizes priced around what most moms actually send, with extra room built in. If the milk we receive falls below the minimum fill threshold for your selected stash size, you'll automatically receive a standardized refund:

Refunds are applied automatically once your milk is received and weighed at our facility. No action is required on your end.

Local Drop-Off Orders
The first 25 ounces over your selected stash size are included at no extra charge. If your stash exceeds the grace range, we'll apply a flat-rate adjustment or move you to the next stash size — whichever is simplest. If you bring less than expected, the standardized refund table above applies.

Refunds for Processing Issues
If an issue on our end — such as equipment failure — prevents your milk from being safely preserved, we'll offer a full refund. If there's a mistake in packaging, we'll offer to repackage your milk and may also provide a partial refund depending on the circumstances.

Refunds for Personal Preferences or Milk Refusal
Refunds are not provided for outcomes related to personal preferences, including milk refusal by your baby, changes in taste, or natural texture variations such as graininess or lumpiness. These outcomes can occur naturally during freeze-drying and depend on the individual composition of each batch, including fat content. If you have concerns about your results, please reach out. We're happy to talk through it with you.

Case-by-Case Review
We handle all refund requests on a case-by-case basis with the goal of finding a fair solution. If you have concerns about the quality, safety, or packaging of your order, please contact us directly. Depending on the nature of the issue, resolution may include a refund, reprocessing, or another appropriate remedy.

Shipping & Packaging Issues
If you receive damaged packaging or are missing items, please contact us within 7 days of receiving your order. We'll review the issue and make it right.

How to Request a Refund
Contact our team within 14 days of receiving your order. Please include your order number and a description of your concern. We'll respond promptly and work with you to resolve it.