Yes, it happens.
Sometimes things don't turn out the way we want them to. If you're not completely satisfied with your purchase or gift from Pilly, you're in luck because Pilly is a people pleaser. All Pilly purchases are covered by our guarantee, the Pilly Promise. Here goes:
You may return any item within 30 days of the purchase date and receive an exchange, replacement or refund for the full merchandise amount--no questions asked. Pilly is aware that many customers do advance holiday shopping (known as "Early Birds") and this may make it difficult to return items withing the 30 day time period. Please note that we will accept returns of items purchased between November 1 and December 31 until January 31 of the following year.
If you are returning a gift purchased by someone else, Pilly can keep a secret. What happens in the Returns Department, STAYS in the Returns Department.
If your order appears to have been damaged during shipment, please email or call us before returning the items. Save the shipping box and the merchandise, and we'll give you special instructions for this type of return.
Instructions for returning items will be included on your order packing slip. Just send this information back with the return item. We will notify you by email when we receive and process the returned item(s). You can expect a refund (in the same form of payment originally used for purchase), exchange or replacement within two weeks of Pilly receiving your return. We will notify you of a delay if an exchange or replacement item is temporarily out of stock.
If your packing slip and order number are unavailable, you can indicate the name and email address of the person who placed the order on a piece of paper. If you received this item as a gift, including your name and email address will be helpful. You may indicate the reason for your return if you'd like and the action you wish to be taken. Enclose this information with your returned item.
The returned items should be in new condition and securely repackaged in their original packaging, including a copy of the return information. For your protection, packages should be insured and returned by a major delivery carrier or the U.S. Postal Service. Please note that you are responsible for the safe return of merchandise and all shipping costs. We will reimburse shipping costs only if the return is a result of our error. We cannot accept COD returns.
If you're still not sure what to do, give us a call and you can actually discuss your return with a real live person.
Please send all returns to the following address:
Pilly Pootnik Returns
12 Military Highway #444
Gales Ferry, CT 06335