RETURN / REFUND POLICY

1. Overview:

At Pili, the customer experience comes first. PILI performs a quality check before packing to ensure your complete satisfaction, but occasional oversights can happen. We want you to love PILI products and have the best possible experience. If you have received a product and feel it does not meet your needs or you are not happy with it, we are glad to refund the purchase price.

Exchange process:

PILI’s refund and exchange policy lasts 3 days. If more than 3 days have passed since the Customer received the product, PILI cannot refund the Customer.

2. Exchange process and methods:

How to exchange:

How to return or exchange: Please notify pili.vn staff by phone on 0868139899 of the reason for your return or exchange, along with your correct address and phone number, so we can carry out the exchange as quickly as possible. We will ask you to provide proof of purchase (photos, unboxing video) as a basis for handling your return/exchange request.

For valid return/exchange requests, we will help you exchange for a new product. Valid exchange requests depend on each product.

Exchange fees:

• Exchanges within policy: free of charge.
• Exchanges arising from the customer outside policy, and second exchanges: please pay round-trip shipping fees (if any).

* Notes:

• If a customer exchanges the main product but the promotional item has been used or is no longer intact, the brand has the right to refuse the exchange or deduct the value of the promotional item in proportion to the promotion percentage.
• If a customer exchanges for a new product with an equivalent promotion and the promotional item has been used, the brand will only exchange the main product.
• For exchanges of the same product type and style, if the customer’s product does not meet the conditions for box and accessories, the brand will only exchange the product, not the box or accessories.

3. Notes when returning goods:

Requirements for returned or exchanged goods:

• The product still has its original tags and has not been used.
• The product is confirmed to have a technical defect (not caused by external damage or by use).
• Damage during shipping, with evidence (video or photos taken on receipt) / the item received does not match the item code ordered.
• Fabric accessories such as underwear and socks cannot be returned or exchanged.

4. Refunds:

Refunds:

If you want a refund, Pili.vn will process your request within 48 working hours of receiving a valid returned package. We will refund you by bank transfer.

Once your returned goods are received and inspected, Pili will send a message/email to confirm that PILI has received the return. PILI will also notify you whether your refund is approved or rejected. If approved, the refund will be transferred to your account within 3–7 working days.

Late or missing refunds:

If you have not received your refund, please first check your bank account. After that, you can contact PILI directly at info@vietoryfashion.vn so we can resolve it as quickly as possible.