At Pilama, we always strive to bring you the best shopping experience. However, we understand that sometimes the product may not meet your expectations. To ensure customers’ rights and increase transparency in the shopping process, we have developed a return and refund policy. This policy will guide you through the detailed steps to return or request a refund when necessary.

Return Conditions

You can return the product within 15 days of receipt, under the following conditions:

• Product condition: Product must be new, unused, and keep the original label.
• Original packaging: The product must be returned in the original packaging, accompanied by all accessories and documents (if any).
• Proof of purchase: Please provide invoice or proof of purchase.
• Other conditions: Products purchased during the final promotion are not subject to the return policy.

Return Process

• Contact: Please contact us via [email protected] or the phone number on pilama.shop to start the process.
• Send product: After your request is accepted, please send the product to:
  • Return address in Vietnam: 66 Thoi Huu, Ngoc Trao, Thanh Hoa 40000, Vietnam.
  • Return address in the United States: 2505 Bruckner Blvd, Bronx, NY 10465, United States.

Note: Return shipping costs will be your responsibility.

Refund

Once the product is inspected and qualified, we will process the refund request within 3-4 business days. The amount will be refunded via the payment method you used. Receiving time may depend on the bank or service provider.

Contact

If you have any questions about the return policy, please contact [email protected] or the phone number on pilama.shop.