Phrases
Return Policy
Returns
At PILAVO, we have a 30-day return policy, which means you have 30 days from the date of receiving your order to request a return.
For a product to be eligible for a return, it must:
- be in the same condition as you received it,
- be unused,
- have original tags,
- be in its original packaging,
- have proof of purchase (receipt or order confirmation).
How to initiate a return?
To start a return, please contact us at the following email address:
contact@pilavo.pl
Once your return request is accepted, we will send you return instructions and, if applicable, a return shipping label.
Returns sent without prior request will not be accepted.
Damages and issues
Please inspect your order immediately upon receipt.
If the item is defective, damaged, or if you receive the wrong item, please contact us as soon as possible so that we can resolve the issue.
Non-returnable items
The following items are non-returnable:
- sale items,
- gift cards,
- personalized or custom-made products,
- personal hygiene products if they have been used.
If you have any doubts about a specific product, we encourage you to contact us before making a purchase.
Exchanges
We do not offer direct exchanges.
To receive a different product, you must return the original order and then place a new order after your return has been accepted.
Right of Withdrawal – European Union
If your order is shipped to the European Union, you have the right to withdraw from the contract within 14 days of receiving the goods — without giving any reason.
The product must meet the same conditions as in the standard return procedure.
Refunds
Once we receive and inspect your returned product, we will inform you of the decision regarding your refund.
If approved, the refund will be processed using the same payment method used for the purchase, within 10 business days.
If more than 15 business days have passed since your return was approved, please contact us at:
Contact
For any questions regarding returns, complaints, or orders, please contact us:
contact@pilavo.pl