Refund policy
This Refund & Returns Policy (“Policy”) applies to purchases of Milo Play motion-tracking gaming consoles, accessories and related products purchased directly from Make Things Simple Sol Pvt LTD through the Milo Play website or other authorised sales channels in India.
By placing an order, you acknowledge and agree to this Policy, subject to your rights under applicable Indian consumer-protection laws.
1. Our Return Commitment
We want you to have a great experience with Milo Play.
If your Milo Play console arrives damaged, defective, incomplete or materially different from what you ordered, please contact us and we will assess the issue and, where applicable, provide a repair, replacement or refund in accordance with this Policy and applicable law.
Returns for change of mind are subject to the eligibility conditions described below.
2. Where This Policy Applies
This Policy applies to purchases made:
- through the official Milo Play website;
- through Milo Play's authorised online sales channels; or
- through other sales channels expressly identified as authorised by Milo Play.
This Policy currently applies to purchases delivered within India only.
Purchases made through third-party marketplaces may also be subject to that marketplace's return and refund procedures.
3. 14 Day Return Window
Customers may request a return within:
14 days from the date of delivery
For defective, damaged or incorrect products, statutory consumer rights and the applicable warranty provisions may provide additional remedies beyond the standard change-of-mind return period.
4. Change-of-Mind Returns
If you choose to offer change-of-mind returns, a customer may return the Milo Play console within the applicable return period provided that:
- the Device is in substantially original condition;
- the Device has not been physically damaged;
- all major components and accessories are included;
- the original packaging is retained;
- the Device has not been modified or tampered with;
- there is no evidence of misuse or abuse; and
- the customer follows the return procedure provided by Milo Play.
5. Product Condition for Change-of-Mind Returns
Where change-of-mind returns are offered, the returned Device should include, where applicable:
- Milo Play console;
- camera;
- power adapter;
- cables;
- controllers or accessories supplied with the product;
- manuals and documentation;
- original packaging; and
- other components included with the original order.
The Device should be returned in a condition that allows us to reasonably inspect and test it.
6. Defective Products
If your Milo Play Device develops a manufacturing defect, please contact customer support.
We may ask you to perform reasonable troubleshooting steps before approving a return.
Depending on the nature of the issue and applicable law, we may provide:
- repair;
- replacement;
- refund; or
- another appropriate remedy.
The remedy provided will depend on the nature of the defect, availability of replacement stock, warranty coverage and applicable law.
Warranty claims are not necessarily subject to the standard change-of-mind return period.
Please refer to our Warranty Policy:
7. Damaged-on-Arrival Products
If your Milo Play Device arrives physically damaged, please contact us as soon as reasonably possible.
We recommend that customers:
- photograph the shipping package before opening it where possible;
- photograph any visible damage;
- photograph the Device and packaging;
- retain the original packaging; and
- contact customer support with the order number and photographs.
If your Milo Play console arrives damaged, please contact us within 48 hours of delivery with your order number and clear photos or videos showing the damage.
Please retain the original packaging until your request has been resolved, as it may be required for inspection.
Once verified, we will arrange an appropriate remedy, which may include a replacement, repair, or refund, depending on the nature of the damage and applicable law.
Damage caused after delivery, including accidental damage, misuse, liquid exposure, or unauthorised modification, is handled under our Warranty Policy and may not qualify as damage-on-arrival.
We may request photographs or other information to help determine whether damage occurred during transportation.
A customer's failure to report shipping damage within a specified period will not, by itself, remove any statutory rights that cannot legally be excluded.
8. Wrong or Missing Product
If you receive:
- the wrong Milo Play product;
- an incorrect variant;
- missing components; or
- a product materially different from what you ordered,
please contact us as soon as reasonably possible.
We will investigate the issue and, where appropriate, arrange a replacement, delivery of missing components or refund.
9. Products That Cannot Be Returned for Change of Mind
Subject to applicable law, change-of-mind returns may not be accepted where:
- the Device has been physically damaged;
- the Device has been modified or opened without authorisation;
- serial numbers or identifying labels have been removed or altered;
- accessories are missing;
- the Device has been exposed to liquid or moisture;
- the Device has been damaged by incompatible power equipment;
- the Device has been misused;
- the Device has been intentionally damaged;
- the Device has been used in a manner inconsistent with the supplied instructions; or
- the returned product cannot reasonably be identified as the product purchased.
These exclusions do not limit remedies available for genuine manufacturing defects or other rights that cannot legally be excluded.
10. Camera and Motion-Tracking Issues
Because Milo Play is a motion-tracking gaming console, tracking performance can vary depending on the environment.
Issues caused solely by:
- insufficient lighting;
- unsuitable room size;
- incorrect camera positioning;
- objects blocking the camera;
- excessive distance from the camera;
- people or objects interfering with tracking; or
- environmental conditions
do not necessarily indicate a hardware defect.
Before requesting a return for a tracking issue, customers may be asked to follow the Milo Play setup and troubleshooting instructions.
If the Device continues to demonstrate a hardware or software issue after reasonable troubleshooting, Milo Play will assess the Device under the applicable warranty and return procedures.
11. Software and Game Issues
A problem with an individual Game, Software feature or online service does not necessarily mean that the physical Device is defective.
Milo Play may attempt to resolve software-related issues through:
- software updates;
- patches;
- configuration changes;
- troubleshooting;
- replacement digital content; or
- other appropriate technical support.
Where a software issue materially prevents the product from functioning as represented, we will provide an appropriate remedy in accordance with applicable law.
12. Subscription and Digital Content
Subscription fees are refundable only where required by applicable law or where expressly stated in the applicable subscription terms. Cancellation of a subscription will prevent future renewals but does not necessarily result in a refund for the current subscription period.
13. Promotional Products and Bundles
Where Milo Play is sold as part of a bundle, promotional offer or package, the return treatment may depend on the specific promotion.
Any restrictions will be displayed clearly at the time of purchase.
14. How to Request a Return
To request a return, contact:
Customer Support: hello@miloplay.xyz
Phone: +91 9150217446
Please provide:
- order number;
- purchaser name;
- registered email/phone number;
- reason for return;
- Device serial number, where applicable;
- photographs or videos where relevant; and
- any other information reasonably required to process the request.
We will provide return instructions after reviewing the request.
Do not ship the Device to us before receiving return instructions, unless our customer support team specifically instructs you to do so.
15. Return Shipping
For products returned due to a manufacturing defect, damage on arrival, incorrect product, or missing components, Milo Play will cover the applicable return shipping costs.
For eligible change-of-mind returns, the customer is responsible for the return shipping costs. We recommend using a trackable shipping service and retaining the shipping receipt until the return has been completed.
16. Inspection and Testing
Returned Devices may be inspected and tested after receipt.
We may verify:
- Device functionality;
- serial number;
- physical condition;
- included accessories;
- signs of misuse or tampering;
- reported defect; and
- conformity with the original order.
If a returned Device does not meet the applicable return conditions, we may contact the customer to explain the outcome.
Where permitted by applicable law, a return may be rejected where the claimed defect cannot be reproduced and the Device is found to be functioning normally.
17. Refund Processing
Once a return has been approved, we will initiate the applicable refund.
Approved refunds will generally be initiated within [5–7] business days after the returned product has been received and inspected.”
The time required for the refund to appear in the customer's account may depend on the payment provider, bank or payment method.
Refunds will normally be made using the original payment method, where technically possible.
18. Refund Amount
For an approved full refund, the refund will generally cover the amount paid for the returned product.
For defective, damaged, incorrect or materially non-conforming products:
Applicable delivery charges will be refunded where required by law or where the return is accepted as a product fault attributable to Milo Play.
For eligible change-of-mind returns:
Original delivery charges may not be refundable where permitted by applicable law.
19. Partial Refunds
In certain circumstances, and where permitted by applicable law, Milo Play may offer a partial refund instead of a full return.
This may apply where:
- a minor non-material issue exists;
- the customer agrees to retain the product;
- only an accessory is missing and can be separately supplied; or
- another mutually acceptable resolution is available.
A partial refund will only be issued with the customer's agreement.
20. Exchanges and Replacements
Where a replacement is approved, Milo Play may provide a replacement Device of the same or equivalent model, subject to availability.
If the exact model is unavailable, we may offer an alternative remedy in accordance with applicable law.
A replacement does not reset or extend the original warranty period unless expressly stated otherwise or required by law.
21. Warranty vs Return
A return and a warranty claim are different processes.
The standard return period primarily addresses eligible returns under this Policy.
After the applicable return period, manufacturing defects may continue to be covered by the Milo Play Warranty Policy.
Please refer to:
Nothing in this Policy limits applicable statutory consumer rights.
22. Fraudulent or Abusive Returns
We reserve the right to investigate suspected fraudulent or abusive return activity.
Examples may include:
- repeated claims involving unrelated defects;
- returning a different Device;
- serial-number manipulation;
- intentional damage;
- submitting false information; or
- returning products that were not purchased from Milo Play.
Where permitted by law, we may refuse fraudulent or abusive return requests.
Nothing in this section limits legitimate consumer remedies.
23. Products Purchased Through Third Parties
If you purchased Milo Play through an authorised marketplace, retailer or other third party, you may need to follow that seller's return procedure.
Warranty claims may still be handled by Milo Play where applicable.
Please retain your invoice or proof of purchase.
24. Statutory Consumer Rights
This Policy is intended to operate alongside applicable Indian consumer-protection laws.
Nothing in this Policy is intended to exclude, restrict or waive any consumer right, guarantee, remedy or protection that cannot legally be excluded.
Where applicable law provides a customer with a remedy that differs from this Policy, the applicable law will prevail.
25. Contact Us
For questions regarding returns or refunds:
Milo Play
Make Things Simple Solutions Pvt Ltd
Medavakkam, Chennai
Customer Support: hello@miloplay.xyz
Phone: +91 9150217446
Support Hours: 9am to 5pm IST on weekdays
Grievance Officer: Praveen Rajasekaran
Grievance Email: praveen.rajasekaran@miloplay.xyz
Website: www.miloplay.xyz