Refund policy

Return & Refund Policy

Defective or Faulty Products

If your product is faulty, damaged, or does not function as intended, you are entitled to a remedy under Australian Consumer Law.

Depending on the issue, this may include a repair, replacement, or refund.

Please contact us at info@pillovi.com and include your order number and a brief description of the issue (photos may be requested). We will resolve the matter as quickly as possible at no additional cost to you.

Change of Mind Returns

You may request a return within 14 days of receiving your order.

After submitting your return request, you have an additional 14 days to send the product back to us.

Conditions for Change of Mind Returns

To be eligible for a return:

  • The product must be unused

  • The product must be in its original condition

  • The product should be returned in its original packaging where possible

Items that have been used, damaged, or are not in original condition may not be eligible for a refund.

Return Shipping Costs

For change-of-mind returns, return shipping costs are the responsibility of the customer.

Return shipping costs will only be covered by us if:

  • The product is faulty

  • The product was incorrectly supplied

  • The product is significantly different from its description

Customs & Import Duties

All applicable import duties and customs clearance costs are prepaid by us for Australian deliveries.

Customers will not be charged additional import or customs fees upon delivery.

For returns, no additional customs charges will be imposed by us. However, return shipping costs remain the customer’s responsibility (unless the return relates to a faulty or incorrectly supplied product).

Refund Process

Once we receive and inspect the returned product, we will process your refund within 14 days.

Refunds will be issued using the same payment method used for the original purchase.

Exceptions

For hygiene and health protection reasons, certain products may not be eligible for return if opened or used.

This will be clearly stated on the product page where applicable.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

How to Return an Item

  1. Carefully package the product, preferably in the original packaging.

  2. Include your order number inside the parcel.

  3. Attach the return shipping label clearly on the outside.

  4. Send the parcel via a shipping service that provides tracking.

  5. Customers are responsible for the return shipment until it is received at our warehouse.