Return, Refund & Exchange Policy

Last Updated: September 19, 2025

Thank you for shopping with us! We want you to love every purchase from Pildow — but if something isn’t right, we’re here to make it right. Please review our return, refund, and exchange guidelines carefully to ensure a smooth experience.

1. Return Eligibility

To qualify for a return, your item must meet all of the following conditions:

Condition: Item must be unused, unwashed, and in its original condition with tags attached.
Packaging: Whenever possible, return the product in its original packaging.
Proof of Purchase: Include your order confirmation or receipt.
Detailed Explanation: Provide a written reason for the return (e.g., wrong size, wrong color, defective product).
Photo Evidence: Submit at least 2 clear, well-lit photos showing:
- The affected/damaged area
- The size tag (for sizing issues)
- The full front and back of the product

⚠️ Note: Return requests without clear and complete photographic proof will be automatically rejected.

2. Return Timeframe

Returns must be requested within 30 days of delivery.
Requests submitted after 30 days will not be accepted.

3. How to Start a Return

Email us at support@pildow.com with:

Full Name
Order Number
Reason for the Return
Required Photo Evidence (as listed above)
Indicate whether you prefer a replacement or a refund

📩 Response Time: Our support team will reply within 2–3 business days with next steps.

4. Return Shipping

Our Fault? If you received the wrong item, wrong size, or a defective product — we cover return shipping and provide a prepaid shipping label.
Customer-Initiated Returns: If the return is not due to our error, you are responsible for the return shipping costs. Original shipping fees are non-refundable unless the return is caused by our mistake.

5. Refund Processing

Refunds are processed within 7 business days after we receive and inspect your returned item.
You will receive an email confirmation once your refund is issued.
Refunds include the original shipping charges (if applicable).
If your refund does not appear within 10–15 business days, contact your payment provider.

6. Exchange Policy

We offer exchanges only in cases where:

The item arrived damaged or defective
You received the wrong item or size
The product differs significantly from what was displayed

❌ No Exchanges: We do not accept exchanges for personal preference, wrong size choice (unless we sent the wrong size), or minor cosmetic issues like loose threads.

How to Request an Exchange:
Email support@pildow.com with:

Your full name
Order number
A clear explanation of the issue
Desired replacement item/size
Required photo evidence

✅ If approved and the item is in stock, we will send your replacement at no additional cost. You will receive tracking information once it ships.

🚫 If the replacement is out of stock, we will contact you to arrange an alternative solution — such as a different item or a full refund.

Order Changes & Cancellations

Order Review

Please double-check your order before checkout — especially size, color, and quantity — to avoid delays or fees.

Cancellations

You may cancel your order within 24 hours of purchase.
Cancel anytime before the order ships — no fees
If your order has already been processed or shipped, cancellation may no longer be possible.

To cancel, email us at support@pildow.com with your order number.