Refund & Return Policy for Pilo

At Pilo, we are committed to delivering high-quality home comfort solutions. If you experience any issues with your purchase, please contact our customer service team within 30 days of receiving your order for assistance. Refunds and returns will be considered under the following conditions:

Refunds

We offer refunds under the following circumstances:

Defective or Damaged Products

If you receive a defective or damaged product, please reach out to us immediately at getpilo@gmail.com and keep both the damaged product and its packaging. To process a claim, we require:
✔️ An online affidavit to be filled out by you
✔️ Clear photographs of the damaged product and packaging (both inside and outside)

Please retain the product and packaging until the claim is completed. Once verified, we will send a replacement free of charge.

Shipping Errors

If you received the wrong item or your order is missing components, please follow these steps:

For Missing Components

If parts of your order are missing, please provide a clear unboxing video as proof. Once verified, we will ship the missing components to you at no extra cost.

For Wrong Items Received

If you receive an incorrect item, please:
✔️ Take clear photos of the item received
✔️ Include a screenshot of your order confirmation
✔️ Email the information to getpilo@gmail.com

After verification, we will provide return instructions and a return authorization. Once we receive the incorrect item and it passes inspection (ensuring it is in saleable condition and was not damaged during transit), we will send the correct item to you.

Refunds may take up to 10 business days to process after approval.

Returns

To initiate a return, please contact us at getpilo@gmail.com with your order number and a detailed explanation of the issue. Our team will guide you through the return process.

We accept returns under the following conditions:

Wrong Items Received

If you received the wrong item, follow the steps mentioned above. Upon receiving the incorrect item, we will inspect it and send the correct product.

Unopened & Unused Products

If you decide to return your Pilo product, it must be:
✔️ In original packaging
✔️ Unopened and unused

Returns of opened or used items will not be accepted. Customers are responsible for return shipping fees for non-defective items (e.g., incorrect color choice).

Important: Items sent back without first requesting a return will not be accepted.

Non-Refundable Conditions

The following conditions do not qualify for refunds, returns, exchanges, or replacements:

🚫 Change of Mind – We do not accept returns if you change your mind. Please review product details before purchasing.
🚫 Misuse or Mishandling – Items damaged due to improper use by the customer are not eligible.
🚫 Product in Perfect Condition – If the product is fully functional and has no defects, it cannot be returned, refunded, or exchanged.

Policy Modification

Pilo reserves the right to modify or update this refund and return policy at any time without prior notice. Changes take effect immediately upon posting on our website.

By making a purchase from Pilo, you agree to the terms and conditions outlined in this policy.

For any questions or concerns, please contact us at getpilo@gmail.com.