At Pilot Valley, we want you to feel comfortable shopping with us. If you are not fully satisfied with your purchase, please review the following Refund and Returns Policy for information about requesting a return or refund.
1. Return Eligibility
We generally accept return requests for eligible items within 30 days of delivery, subject to applicable consumer protection laws.
To qualify for a return, items should:
- Be unused and in their original condition.
- Be clean and free from stains, odors, or signs of washing.
- Include original packaging and product tags where applicable.
- Be accompanied by proof of purchase or order information.
For bedding products, we recommend inspecting your order carefully before washing or using the items, as washed or used bedding may not be eligible for return for hygiene reasons, except where required by law.
2. Non-Returnable Items
Certain products may not be eligible for return, including:
- Items that have been washed, used, or damaged after delivery.
- Products showing signs of wear, stains, or improper care.
- Personalized or customized items, unless defective or otherwise required by law.
- Items returned without prior authorization.
This list does not limit any mandatory return rights available under applicable law.
3. Damaged, Defective, or Incorrect Items
Please contact us as soon as possible if your order:
- Arrives damaged.
- Contains manufacturing defects.
- Includes an incorrect product, size, or quantity.
- Is missing items from the original order.
Please email supportnow@pilotvalley.com with your order number, a description of the issue, and clear photos where applicable.
After reviewing your request, we will work with you to determine an appropriate solution, which may include a replacement, refund, or other remedy available under applicable law.
4. How to Request a Return
To initiate a return:
- Contact us at supportnow@pilotvalley.com within 30 days of delivery.
- Provide your order number and the reason for your return.
- Wait for our return instructions and confirmation.
- Carefully package the item and send it to the return address we provide.
Please do not send items back without contacting us first, as unauthorized returns may experience processing delays.
5. Return Shipping Costs
Unless the item is defective, damaged upon arrival, or incorrectly shipped, customers may be responsible for return shipping costs.
If the return is due to an error on our part or a product issue covered by applicable law, we will review the situation and determine the appropriate shipping arrangement.
Original shipping fees may not be refundable unless required by applicable law or otherwise stated at the time of purchase.
6. Refund Processing
Once we receive and inspect your returned item, we will notify you regarding the status of your refund request.
If approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days for the refund to appear in your account after processing. The actual timing may vary depending on your payment provider or financial institution.
7. Exchanges
If you would like to exchange an item for another size, color, or product, please contact our support team before sending anything back.
Exchanges may depend on product availability and applicable return conditions.
8. Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it:
- Check your bank or payment account again.
- Contact your payment provider.
- Contact your bank if necessary.
If the refund is still missing, please reach out to us at supportnow@pilotvalley.com so we can assist you.
9. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped. Once an order has entered fulfillment or been shipped, cancellation may no longer be possible, and the return process may apply.
10. Contact Us
For questions regarding returns, refunds, or exchanges, please contact:
Pilot Valley
Email: supportnow@pilotvalley.com
We appreciate your understanding and look forward to assisting you.