RETURN & REFUND POLICY

Simple, transparent, and designed for confidence.

At Pilaray, we want every purchase to meet your expectations. If for any reason you are not fully satisfied, we offer a structured return process to ensure clarity and fairness.

Return Window

Returns must be requested within 30 days of delivery.

Eligibility

To be eligible for a return, items must:

• Be unused and in original condition

• Be returned in the original packaging

• Include all parts, accessories, and documentation

• Not show signs of assembly damage, wear, or misuse

Items that do not meet these conditions may not be accepted.

Non-Returnable Items

The following items are not eligible for return:

• Custom or made-to-order products

• Final sale or clearance items

• Used or assembled equipment

• Products not returned in original condition

Return Shipping

Unless the return is due to a verified defect or shipping error, customers are responsible for all return shipping costs.

For oversized equipment:

• Freight return costs are the customer’s responsibility

• Repackaging and coordination fees may apply

• Original shipping fees are non-refundable.

Return Process

To initiate a return, please contact us with:

• Order number

• Product name

• Reason for return

• Photos (if applicable)

Do not return items without prior authorization.

Refunds

Once the returned item is received and inspected, approved refunds are processed within 1–3 business days to the original payment method.

Exchanges

Exchanges are subject to availability. In most cases, placing a new order is the fastest way to receive a replacement product.

Our Approach

We aim to make the return experience as smooth and professional as possible — while maintaining the integrity and quality standards of every Pilaray product.

DAMAGED & DEFECTIVE ITEMS POLICY

Handled with care. Protected with clarity.

At Pilaray, every order is carefully prepared and inspected before shipment. In the rare event that an item arrives damaged or defective, we are committed to resolving the issue promptly and professionally.

Shipping Damage (Important)

All shipments must be inspected immediately upon delivery.

If the packaging shows signs of damage (such as dents, tears, or impact), please:

• Take clear photos of the outer packaging before opening

• Take photos of the damaged product

• Keep all original packaging materials

• Note the damage with the carrier if possible

• Contact us within 24 hours of delivery

Failure to report shipping damage within this timeframe may affect claim eligibility.

Defective or Missing Items

If your product arrives with a manufacturing defect or missing components, please contact us as soon as possible with:

• Order number

• Product name

• Photos or videos showing the issue

• A brief description of the problem

Resolution

Once your claim is reviewed and approved, we may offer one of the following solutions:

• Replacement parts

• Repair guidance

• Product exchange

• Partial or full refund (where applicable)

All resolutions are provided at our discretion based on the nature of the issue.

Conditions & Limitations

This policy does not cover:

• Damage caused after delivery

• Improper assembly or installation

• Misuse or abnormal use

• Unauthorized modifications or repairs

• Normal wear and tear

• Damage caused by relocation, storage, or improper handling

Our Commitment

We stand behind the quality of our products and aim to ensure every Pilaray experience meets our standards — from delivery to daily use.