Refund policy

Effective date: September 13, 2025

Introduction
At Pilra (operating at https://pilra.top), we want every family to feel confident and comfortable when shopping with us. We understand that buying children’s clothing online can sometimes be challenging, as sizing, preferences, and needs may differ. That is why we have created this Return and Refund Policy to provide you with clear guidelines on how returns, exchanges, and refunds are managed. By purchasing from Pilra, you agree to the terms described in this policy.

Eligibility for returns
To ensure fair use and product hygiene standards, returns will only be accepted under the following conditions:

  • The product must be returned within 30 calendar days from the date of delivery.

  • The item must be unused, unworn, unwashed, and in its original packaging, including all tags, labels, and accessories.

  • Products must be free from stains, odors, or signs of wear.

  • Proof of purchase (such as an order confirmation or receipt) must be provided.

Non-returnable items
Certain items cannot be returned or refunded, including but not limited to:

  • Products marked as “Final Sale.”

  • Gift cards and promotional vouchers.

  • Items damaged due to misuse, washing errors, or alterations not performed by Pilra.

  • Products returned after the 30-day return window.

Exchanges
If you need a different size or design, we are happy to provide exchanges under these conditions:

  • Exchanges are subject to product availability.

  • If the requested size or color is unavailable, you may choose an alternative product of equal value or request a refund.

  • The same product eligibility rules for returns apply to exchanges.

Refund process
Refunds are issued to the original method of payment within 7–14 business days after we receive and inspect the returned items. Refund timing may vary depending on your bank or card issuer.

  • Approved refunds will include the product cost.

  • Shipping fees, if any, are non-refundable unless the return is due to an error on our part (e.g., wrong size sent, defective product).

Return shipping responsibility

  • Customers are responsible for covering the cost of return shipping, unless the return is due to a product defect or fulfillment error caused by Pilra.

  • We recommend using a trackable shipping service to ensure the package is safely returned.

  • Pilra is not responsible for lost or undelivered return shipments.

Defective or incorrect items
If you receive a damaged, defective, or incorrect item, please contact us at service@pilra.top within 7 days of delivery. Provide photos of the defect or error, along with your order number. Upon verification, we will arrange a free return shipping label and provide a replacement or refund at no additional cost to you.

Steps to initiate a return

  1. Contact us at service@pilra.top with your order number and reason for return.

  2. Our support team will provide detailed return instructions, including the return address.

  3. Pack the product securely in its original packaging and ship it back.

  4. Once received and inspected, we will confirm your refund or exchange by email.

Partial refunds
In some cases, only partial refunds may be granted if:

  • The product shows signs of use.

  • Packaging or accessories are missing.

  • The return does not fully meet the conditions stated in this policy.

Cancellations

  • Orders can be canceled within 12 hours of purchase if the item has not yet been shipped.

  • If the order has already been processed or shipped, cancellation is not possible, but you may still request a return once the item is delivered.

Gift returns
If you received a Pilra children’s pajama set as a gift and need to return it:

  • Refunds will be issued to the original purchaser’s payment method.

  • If you prefer, we can issue a store credit instead.

Customer satisfaction guarantee
At Pilra, we prioritize both comfort and peace of mind. If you are unsatisfied with your purchase, please reach out to us. While we adhere strictly to our policies for fairness and hygiene, we are always open to resolving concerns in a way that builds trust with families who shop with us.

Policy updates
This Return and Refund Policy may be updated periodically to reflect business, operational, or regulatory changes. The latest version will always be posted on https://pilra.top with the revised Effective date listed at the top.

Contact information
For return requests, refund assistance, or product concerns, contact us at: