Refund policy

Pilu Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

 

Eligibility for Return

We only accept returns and offer a refund or replacement if the item is damaged or if we made an error in delivery (e.g., you received the wrong item).

To be eligible for a return:

  • Your item must be in the same condition that you received it.

  • It must be in its original packaging.

  • You’ll also need the receipt or proof of purchase.

 

How to Start a Return

To start a return, please contact us at pilu.woodcrafts@gmail.com.

Please Note: If your return is accepted, you are responsible for shipping the item back to us at your own expense.

Returns must be sent to the following address: 1124 Janis Way, San Jose, CA 95125

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pilu.woodcrafts@gmail.com.

 

Damages and Issues

Please inspect your order immediately upon reception and contact us right away if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges / Replacements

We offer either a refund or a replacement item based on your preference once the damaged or incorrect item has been returned and inspected.

 

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds and Replacements

We will notify you once we’ve received and inspected your return, and let you know if the refund or replacement was approved.

  • If a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days of approval. Please remember it can take some time for your bank or credit card company to process and post the refund too.

  • If a replacement is approved, we will coordinate the shipment of the new item with you.

If more than 15 business days have passed since we’ve approved your refund, please contact us at pilu.woodcrafts@gmail.com.