Custom-made products - Terms & Conditions
1. Scope of Custom Services
1.1. Miilo Entreprise OÜ ("Miilo", ”Company”, “we”, “our”, “us”) offers custom-made products to the Customer's specifications, and more specifically the development of a design design to embroider on a piece of clothing or fabric.
1.2. A custom project may include:
- Initial consultation and project discussion;
- Design development and creative work;
- Digitization, technical preparation, pattern creation, or production setup;
- Manufacturing and delivery of the final product.
2. Customer’s specifications
2.1. The customer can reach the Company to initiate the custom made service via email or directly via the custom made form.
2.2. Initial information will be required in order to evaluate the scope of the project.
2.3. The initial consultation is provided free of charge and does not obligate either party to proceed with a project.
2.4. If the project concerns the embroidery of a garment, the Customer must pick the garment among the Miilo’s stock and range.
3. Quotations and Acceptance
3.1. Following the initial consultation, Miilo may provide a project quotation, estimated timeline, and project specifications.
3.2. A custom project is considered accepted from the Customer once:
- The Customer approves the proposed project scope and timeframe;
- The Customer approves the elements of the project (garments, feature, initial idea validation);
- The Customer approves the quoted price; and
- The required deposit or advance payment has been received.
3.3. In case of major changes in the design or garment, Miilo reserves the right to modify the quotation of the project, deducting the amount already paid, if any.
4. Deposit and Payment
4.1. Custom projects require a non-refundable deposit before design, digitization, or production work begins.
Unless otherwise agreed in writing:
- A minimum deposit of 30% of the quoted project price is required before work commences;
- The remaining balance must be paid before shipment.
Miilo reserves the right to withhold delivery until full payment has been received.
5. Design and Digitization Services
5.1. The Customer acknowledges that design development, artwork preparation, digitization, pattern creation, technical setup, and related preparatory work require significant professional time and expertise.
5.2. To make sure that the project will be finalised on time, deadlines and delivery dates will be discussed between the Customer and the Company prior of the start of the project.
5.3. The quoted project price includes up to two (2) rounds of reasonable revisions unless otherwise agreed
5.4. Additional revisions, or major changes from the initial agreed project, substantial design changes, or changes requested after approval may incur additional fees. Such fees will be communicated, based on the requested changes scope, and approved before additional work is carried out.
5.5. Miilo will make reasonable efforts to meet agreed project timelines. However, estimated delivery dates are indicative and not guaranteed. Miilo shall not be liable for reasonable delays caused by the complexity of the project, supplier delays, or circumstances beyond its control.
5.6. In case of unexpected circumstances delaying the project, Miilo will promptly inform The Customer.
6. Project Approval Process
6.1. Prior to production, Miilo may provide sketches, mock-ups, digital proofs, samples, or other project materials for review.
6.2. The Customer is responsible for carefully reviewing all details, including:
- Design elements;
- Text and spelling;
- Dimensions and sizing;
- Colors and materials;
- Placement and technical specifications.
6.3. Production will commence only after the Customer provides approval.
6.4. Approval may be provided by email, written message, electronic confirmation, or any other documented communication accepted by Miilo.
6.5. Any errors after approval of the clients regarding the details mentioned hereabove will be held on Customer responsibility.
6.6. Some designs may contain details that are too small or complex to translate effectively into embroidery. In such cases, we may suggest simplifying or adjusting certain elements to achieve the best possible result. If an agreement on the necessary adjustments cannot be reached, Miilo reserves the right to decline the design. Miilo also reserves the right to decline any design that we are unable to produce or that infringes, or is reasonably suspected of infringing, any intellectual property rights.
7. Customer Disapproval
7.1. If the Customer is dissatisfied with a proposed design or any other elements of the project, the Customer should raise concern before final approval or as soon as possible.
7.2. In case of such disapproval:
- Miilo may provide revisions in accordance with the agreed revision allowance;
- Additional revisions may be subject to additional fees.
7.3. If the Customer chooses not to proceed with the project after design or digitization work has been completed, Miilo reserves the right to retain all fees relating to consultation, design, digitization, and preparatory work already performed.
8. Changes After Approval
Once final approval has been provided and production has commenced:
- Design changes may no longer be possible;
- Production timelines may be affected in case of changes requested by the Customer;
- Additional fees may apply.
Miilo is under no obligation to accommodate changes requested after approval has been explicitly given by the Customer and the production has begun.
9. Cancellation
9.1. The Customer may cancel a project at the early stage of the discussion or withdraw from the project before production begins.
9.2. However, Miilo reserves the right to retain payment for any work already completed, including consultation beyond the free initial meeting, design services, digitization, artwork preparation, technical setup, materials purchased specifically for the project, and administrative costs.
9.3. Once production has commenced, cancellation is generally not possible.
10. Custom Products and Right of Withdrawal
10.1. Custom-made and personalized products created according to the Customer's specifications are exempt from the standard consumer right of withdrawal to the extent permitted by applicable law.
10.2. Accordingly, once production of a custom project has commenced, the Customer shall not be entitled to cancel the order solely because they have changed their mind.
10.3. This provision does not affect the Customer's statutory rights relating to defective products or products that materially differ from the agreed specifications.
11. Defects and Non-Conformity
11.1. If a completed custom product is defective or materially differs from the specifications approved by the Customer, the Customer must notify Miilo within a reasonable time and provide sufficient information and photographs demonstrating the issue.
11.2. Where a defect or non-conformity is confirmed, Miilo may, at its discretion and in accordance with applicable law:
- Repair the product;
- Replace the product; or
- Provide a partial or full refund.
12. Intellectual Property
12.1. All preliminary concepts, sketches, designs, digitized files, production files, patterns, technical drawings, and project materials created by Miilo remain the intellectual property of Miilo unless otherwise agreed in writing.
12.2. Payment for a custom project does not transfer ownership of design files, production files, or intellectual property rights unless expressly agreed.
For more details about Intellectual Property and Copyrights, refer to the terms of use and General conditions of sale.
13. Personal data
13.1. Through the request of a custom-made project, via email or website form, personal data - such as name, email, address etc, will be collected in order to enter in contact with the Customer and fulfill the order.
13.2. Miilo undertakes not to share private information, files, photos, or sketches belonging to the Customer that could harm the Customer's privacy or interests, or where the Customer has not provided authorization.
13.3. Through the completion of the custom-made form or email, the Customer consent to the collection of the shared data.
13.4. The Customer can request the deletion of shared files or information related to the project via explicit claim in written form.
13.5. Personal data shared in the context of a custom project is subject to the general terms described in the Privacy Policy.
14. Marketing Rights
14.1. Marketing and Portfolio
Unless the Customer expressly requests otherwise in writing before production begins, Miilo may photograph and display completed custom projects on its website, portfolio, social media channels, promotional materials, and other marketing communications.
14.2 Use During Private Consultations
Unless otherwise agreed in writing, the Customer grants Miilo the right to present completed custom projects, photographs, designs, and project outcomes during private consultations with prospective or existing clients.
Such presentations shall not include confidential information beyond what is reasonably necessary to demonstrate Miilo's work.
14.3 Protection of Customer Information
Miilo will make reasonable efforts not to disclose confidential, private, or sensitive information relating to the Customer.
Where a project contains personal information, identifiable individuals, proprietary business information, trade secrets, or other confidential materials, Miilo may require additional consent before publication or public display.
14.4 Opt-Out Requests
Customers who do not wish their completed project to be used in Miilo's portfolio, marketing materials, or consultations must notify Miilo in writing before production begins. Miilo will make reasonable efforts to accommodate such requests and reserves the right to decline a project where portfolio restrictions materially affect the commercial viability of the engagement.
15. Delivery
The delivery terms of the General Conditions of Sales apply, pricing included.
16. Exchange and Returns
Due to the custom-made nature of the products, Miilo is unable to offer exchanges or returns, except in cases of defect or non-conformity as described in Section 11, or where otherwise required by applicable law.
17. Limitation of Liability
17.1. Miilo's total liability in connection with a custom project shall not exceed the total amount paid by the Customer for that project.
17.2. Miilo shall not be liable for indirect, incidental, or consequential damages arising from the custom project, including loss of profit, loss of opportunity, or reputational damage.
17.3. Nothing in these Terms limits liability that cannot be excluded under applicable law.
18. Governing Law
18.1. These Terms are governed by the laws of Estonia.
18.2. Consumers retain any mandatory rights granted under the laws of their country of residence.
18.3. Any disputes shall first be addressed through negotiation. If unresolved, the Customer may contact the Consumer Protection and Technical Surveillance Authority (https://www.ttja.ee) or file a complaint via the EU online dispute resolution platform at ec.europa.eu/odr.
Final Notice:
Any term not mentioned in this policy is covered through the General conditions of Sales.