Return / Refund Policy

Return & Refund Policy

Effective Date: October 30, 2026

At Pilvilo, we want our customers to have a clear and straightforward experience when requesting a return, replacement, or refund. This Return & Refund Policy explains the conditions and procedures for returning products purchased through https://Pilvilo.com.

Pilvilo is operated by Beijing Fengshui Technology Co., Ltd. Please read this policy carefully before submitting a return or refund request.

1. Company Information

Website: https://Pilvilo.com

Website Operator: Beijing Fengshui Technology Co., Ltd.

Business License Entity: Beijing Fengshui Technology Co., Ltd.

Customer Service Email: service@Pilvilo.com

Customer Service Phone: +1 601-440-1058

Registered Address:

Room 303, 3rd Floor, Building 4,
Courtyard No. 39, Linfeng 2nd Road,
Haidian District, Beijing, China.

2. 30-Day Return Policy

Eligible return requests may be submitted within 30 days from the date the product is delivered.

To request a return, contact service@Pilvilo.com within the return period and provide your order number, the product you wish to return, and the reason for your request.

Please wait for our return instructions before sending any product back. This helps us identify your order and process your request efficiently.

The 30-day return period does not limit any longer or additional rights that may be available under applicable consumer protection laws.

3. Return Eligibility and Product Condition

To help us process a return, please ensure that the product is, where reasonably applicable:

In its original condition.
Accompanied by its original packaging and included accessories.
Accompanied by the order number or other reasonable proof of purchase.

Certain products may be subject to specific return restrictions because of their nature, hygiene requirements, customization, or applicable legal requirements. Any applicable restrictions will be disclosed where required by law.

These conditions do not override mandatory consumer rights or prevent customers from requesting remedies for damaged, defective, or incorrectly supplied products.

4. How to Request a Return

Please follow these steps to submit a return request.

Step 1: Contact Customer Service

Email service@Pilvilo.com within 30 days of delivery.

Step 2: Provide Order Information

Include your order number, the product involved, and the reason for the return.

Step 3: Provide Supporting Information

If the product is damaged, defective, incorrect, or incomplete, include clear photographs and a description of the issue where available.

Step 4: Follow the Return Instructions

Our customer service team will review your request and provide instructions regarding eligibility, the return address, and applicable shipping arrangements.

Step 5: Return and Review

Where a return is required, follow the instructions provided. We will review the returned product when received and determine the appropriate resolution in accordance with this policy and applicable law.

5. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact service@Pilvilo.com as soon as reasonably possible.

Please provide:

Your order number.
A description of the damage or issue.
Clear photographs of the affected product and packaging, where available.

After reviewing the information, we will determine an appropriate resolution based on the circumstances and applicable law.

Depending on the case, the resolution may include:

5.1 Replacement

We may arrange a replacement product when the original item is damaged, defective, or incorrectly supplied and a replacement is an appropriate solution.

5.2 Reshipment

If an item is missing or an incorrect item was supplied, we may arrange to send the missing or correct item.

5.3 Refund

A refund may be provided when replacement or reshipment is unavailable or unsuitable, or when a refund is otherwise appropriate or required by applicable law.

For confirmed damage, defects, missing items, or fulfillment errors, Pilvilo will cover reasonable return shipping costs where a return is necessary, or provide another appropriate resolution without imposing unreasonable costs on the customer.

Please contact us before returning or disposing of an affected product, unless immediate action is necessary for safety or required by law.

6. Refund Processing Time

Once a return has been received and inspected, and the refund request has been approved, we will initiate the refund within 5–10 business days.

Approved refunds will generally be issued to the original payment method used for the purchase.

Please note that refund processing involves two separate stages:

6.1 Merchant Refund Processing

Pilvilo will review the returned product and, once the refund is approved, initiate the refund within 5–10 business days.

6.2 Bank or Payment Provider Processing

After we initiate the refund, the time required for the funds to appear in your account depends on your payment provider, bank, or financial institution.

The actual posting time may vary depending on the payment method and financial institution.

If a return is required, the refund processing period generally begins after the returned product has been received and the refund has been approved, subject to applicable law.

If you have questions about your refund status, please contact service@Pilvilo.com and include your order number.

Nothing in this section limits any refund rights or statutory deadlines that apply under applicable law.

7. Return Shipping Costs

7.1 Change-of-Mind Returns

For eligible change-of-mind returns, customers are responsible for the return shipping costs.

Customers should use a trackable shipping service where available and retain the return shipping receipt until the return has been completed.

This responsibility applies only where it has been disclosed in advance and is permitted by applicable law.

7.2 Damaged, Defective, or Incorrect Products

For products confirmed to be damaged, defective, incomplete, or incorrectly supplied, Pilvilo will cover reasonable return shipping costs where a return is necessary.

Depending on the circumstances, we may instead arrange a replacement, reshipment, or refund without requiring the customer to return the product.

Our customer service team will explain the applicable arrangements before the return is made.

Nothing in this section excludes mandatory consumer rights under applicable law.

8. Return Address and Return Authorization

To initiate a return, please contact service@Pilvilo.com with your order number, the product you wish to return, and the reason for your request.

Our customer service team will review your request and provide the applicable return address and shipping instructions before you send the product back.

The return address may differ from our registered business address. If a separate return warehouse is used, we will clearly identify it as the return address rather than the registered business address.

Please do not send returned products to our registered business address unless our customer service team has specifically instructed you to do so.

For confirmed damaged, defective, or incorrectly supplied products, we will explain the appropriate return or resolution arrangements without imposing unreasonable costs on the customer.

9. Exchanges and Replacements

If you wish to exchange a product, contact service@Pilvilo.com with your order number and details of the product.

Exchange availability depends on product availability and the circumstances of the request.

For damaged, defective, or incorrectly supplied products, we will assess whether replacement, reshipment, or refund is the most appropriate resolution.

Any mandatory legal rights relating to defective products or incorrect orders remain unaffected.

10. Order Cancellations

If you wish to cancel an order, please contact service@Pilvilo.com as soon as possible and include your order number.

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped. Once an order has entered fulfillment or has been dispatched, cancellation may no longer be possible.

If an order cannot be fulfilled and payment has been collected, we will arrange an appropriate refund as required by applicable law.

Cancellation rights provided by applicable law remain unaffected.

11. Shipping and Delivery Timeframes

For consistency with our Shipping Policy, Terms of Service, and FAQ, the following estimated delivery timeframes apply:

Order processing: 1–3 business days.
Shipping and transit: 12–15 business days after processing and dispatch.
Total estimated delivery time: 13–18 business days from the date the order is placed.

These timeframes are estimates rather than guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier operations, customs procedures, public holidays, weather, and other circumstances beyond our reasonable control.

If your order has not arrived within the estimated delivery timeframe, please contact service@Pilvilo.com with your order number.

If a package is confirmed lost or cannot be delivered, we will review the circumstances and work with you to determine an appropriate resolution, which may include reshipment, replacement, or refund, subject to applicable law.

12. Contact Information

If you have questions about this Return & Refund Policy or need assistance with a return, replacement, or refund, please contact us.