Refund policy
A product is not judged by a photo. It is judged at home, in use. That is why we give you thirty days to decide, and why we refund you if it does not suit you.
30-day money-back guarantee
You have 30 days from the receipt of your parcel to try your product at home. The delivery date provided by the carrier is the reference.
If the product does not suit you, write to us and we will refund the price of the product. You do not have to justify a defect or prove anything. Not being convinced is enough.
We recommend using it several times before you decide: a few tries are sometimes needed to get used to a product.
You keep the product
No return is required. No parcel to repack, no label to print, no trip to the post office, no return shipping costs to advance.
The reason is simple: a product that has already been used cannot be resold, for hygiene reasons. Rather than making you pay for a return that would serve no one, we prefer that it stays with you.
How to request your refund
- Write to us through our contact form within 30 days of delivery.
- Include your order number and, in one sentence, what did not work for you. This feedback helps us improve the product; it is not a condition for the refund.
- Our team replies within 24 to 48 business hours, Monday to Friday, and triggers the refund.
Exchange
We provide an exchange when the item received is defective, damaged in transit, incomplete or different from the one ordered.
In that case, send us a photo or a short video of the problem through our contact form, with your order number. We ship a new item at our expense, without asking you to send back the first one. If you prefer a refund to an exchange, it is granted, shipping included.
Special cases
A few situations are handled case by case, and may result in a partial rather than a full refund:
- A request made beyond the 30 days following delivery.
- An order placed in a quantity clearly intended for resale.
- Repeated requests on successive orders, under conditions that exceed the normal use of the trial.
These decisions are never automatic: we always explain our position in writing.
Refund timing
The refund is triggered as soon as we reply, to the payment method used for the order. You receive a confirmation email when we start the process.
Depending on your bank or payment provider, the funds then appear in your account within 3 to 10 business days. This timing is no longer in our hands.
Late or missing refund
If the refund does not appear in your account, first check your bank statement, then contact your card issuer: a processing delay of several days is common on their side. If nothing appears after these checks, write to us through our contact form and we will take the matter up with our payment provider.
Statutory right of withdrawal
Independently of our commercial guarantee, you have the statutory 14-day right of withdrawal from receipt, without having to give a reason. Our 30-day guarantee goes beyond this statutory period in two ways: it lasts longer, and it relieves you of returning the product, which the law would normally leave at your expense.
Cancelled order or wrong address
As long as your order has not shipped, you can cancel it or correct the address by simple email, free of charge. Once the parcel has been handed to the carrier, we can no longer intervene in its delivery.
Disputes
In case of disagreement, please write to us first: almost all situations are settled in a single exchange. Failing an amicable solution, consumers residing in the European Union may use the European online dispute resolution platform.
Company
The Pillova website is operated by Aevolt Group LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States. Contact: contact form.