Refund policy

Our promise

We want you to love your kit. If something is wrong with your order, we will make it right, and if you simply change your mind, you can return it within 30 days.

Damaged, defective, wrong or missing items

Please check your order when it arrives. If anything is damaged, defective, incorrect or missing, email support@pilamie.com within 14 days of delivery with your order number and a photo of the problem. We will send a free replacement for the affected item or issue a refund, whichever you prefer. You do not need to send the item back.

Changed your mind? 30-day returns

You can return your kit within 30 days of delivery if it is unused, complete and in its original packaging. For hygiene reasons, grip socks that have been worn cannot be returned; the rest of the kit can still be returned and we will deduct the value of the worn socks.

• Start with an email: write to support@pilamie.com with your order number. We will reply within 2 business days with the return address in the United States and instructions. Returns sent without contacting us first cannot be accepted.
• Return shipping: for change-of-mind returns, return shipping is paid by the customer. We recommend a tracked service, as we cannot refund items lost on the way back to us.

Refunds

Once your return arrives and is checked, we will email you to confirm. Approved refunds go back to your original payment method (for example your PayPal account or card) within 5 business days. Your bank or card issuer may need a few extra days to show it. Original shipping was free, so nothing is deducted for it.

Lost or late packages

Every order ships with tracking. If your tracking has not updated for 7 days, or your package shows as delivered but you cannot find it, email us and we will work with the carrier to resolve it, including a replacement or refund if the package is confirmed lost.

Cancellations

Need to cancel? Email us as soon as possible. If your order has not shipped yet, we will cancel it and refund you in full. Once it has shipped, please follow the return steps above.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order.

Questions

Email support@pilamie.com. We reply within 2 business days.