Refund and Returns Policy

Overview

Our returns policy is simple! If for any reason you are unhappy with your purchase, i.e., the item you have ordered is faulty, defective or you just don’t like it, you must return the item(s) to us unused and in its original condition within 14 days for a prompt replacement, exchange or refund.

Simply contact us on the email [email protected] to ask for a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return.

Faulty or defective items: If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us. The item(s) must be returned within 14 days of purchase.

Change of mind: Goods returned to us because of a change of mind must be unused and in perfect, re-saleable condition (including product packaging, instructions, etc), otherwise we will not be able to refund you; you are responsible for any other service provided to you in connection with your purchase, e.g., delivery charge. The item(s) must be returned within 14 days of purchase.

Items lost in transit: We cannot be held responsible for packages lost in transit: You are responsible for returning the item(s) to us, we recommend sending the package by Recorded Delivery.

Refunds, replacement and exchanges: Refunds for items that are defective or faulty or the result of a change of mind and returned to Pilies within 14 days, a refund, replacement or exchange will be processed within 7 working days of receipt of the returned item(s) by Pilies. A refund will be made in the same form of payment that was used to make the initial purchase, or by cheque. Please note that item(s) that are returned to us that are not faulty or defective but as a result of change of mind will have the return shipping costs deducted from the refund if we have collected the item.

We regret that we are unable to refund the value of discount codes that have not been applied to the basket at the time of purchase.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at [email protected] for questions related to refunds and returns.