Refund policy

At Pilloway, we want you to feel confident with every purchase and to be satisfied with the products you receive.

We stand behind the products we sell and offer a 30-day change-of-mind return period on eligible purchases. If your product arrives faulty, damaged, incorrect, or not as described, our customer support team will work with you to provide an appropriate solution.

Please review the policy below carefully before submitting a return request.

30-Day Change-of-Mind Returns

If you receive your Pilloway product and decide that it is not right for you, you may request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return:

Your return request must be submitted within 30 days of delivery.
You must contact our customer support team before returning the product.
The product must be returned to our designated Australian returns facility.
Customers are responsible for the cost of return shipping for change-of-mind returns.
Your return must include sufficient order information so that our team can identify and process it correctly.

Once your return has been received and approved, any eligible refund will be issued to your original payment method.

How to Start a Return

Please do not send a return without contacting us first.

To begin a return request, contact:

Pilloway Customer Support
support@pilloways.com

Please provide the following information:

Your full name
Your order number
The product you wish to return
The reason for your return

Our customer support team will review your request and provide the appropriate return instructions, including the applicable return address.

Returning Your Product

Once your return request has been approved, securely package the product and send it to the return address provided by our customer support team.

For change-of-mind returns, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked shipping service and keeping your tracking number or proof of postage until your refund has been fully processed.

Pilloway is not responsible for change-of-mind returns that are lost in transit before reaching our designated returns facility.

Refunds

Once your return reaches our Australian returns facility, our team will inspect the returned product.

If your return is approved, your refund will be issued to the original payment method used for the purchase.

We aim to process approved refunds within approximately 3–5 business days after the returned product has been received and inspected.

After we issue your refund, your bank, credit card provider, or other payment provider may require additional time to process the transaction before the funds appear in your account.

These processing times are controlled by your financial institution and are outside Pilloway's control.

Faulty, Damaged, Incorrect, or Misdescribed Items

If your product arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible.

Email support@pilloways.com and provide:

Your order number
A clear description of the issue
Clear photos or videos showing the problem, where reasonably possible

Our customer support team will review the issue and determine an appropriate resolution.

Depending on the circumstances, this may include a replacement, repair, refund, or another remedy available under applicable consumer law.

Where a product is confirmed to be faulty, damaged, incorrectly supplied, or otherwise eligible for return due to an issue for which Pilloway is responsible, Pilloway will cover reasonable return shipping costs where required.

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under applicable consumer law.

Exchanges

If you would like to exchange an eligible product for another product, please contact us within 30 days of delivery.

Exchanges are subject to product availability and approval by our customer support team.

For change-of-mind exchanges, customers are responsible for the applicable return shipping costs.

If the requested replacement product has a different price, our customer support team will advise you of any applicable price difference before completing the exchange.

Subscription Orders

Pilloway subscriptions have no minimum commitment period and no lock-in period.

You may pause or cancel your subscription at any time. However, this must be completed before your next scheduled rebill is processed if you do not want the next recurring order to be charged and created.

Once a recurring subscription payment has been successfully processed and the corresponding order has been confirmed, that recurring order cannot be cancelled or refunded solely because you changed your mind, forgot to cancel your subscription, or no longer wanted the upcoming order.

Any cancellation or pause completed after a recurring order has already been processed will apply to the following billing cycle.

30-Day Change-of-Mind Period for Subscriptions

The 30-day change-of-mind period begins from your first subscription purchase.

This period applies to your initial subscription purchase only.

The 30-day change-of-mind period does not restart or renew each time your subscription rebills or a new recurring order is created.

Subsequent recurring subscription orders that have already been successfully processed and confirmed are therefore not eligible for a refund solely due to a change of mind.

This does not affect any rights you may have if a subscription product is faulty, damaged, incorrectly supplied, or otherwise fails to comply with applicable consumer guarantees.

Promotional & Free Gift Offers

From time to time, Pilloway may include free gifts, promotional products, or complimentary items with an eligible purchase.

Unless otherwise stated as part of the promotion, complimentary gifts do not have a separate cash value and cannot be individually returned for a cash refund.

Where a promotional offer requires the purchase of another product, we may require all products included in the promotional offer to be returned before issuing a full change-of-mind refund.

This does not affect your rights in relation to faulty, damaged, or incorrectly supplied products.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for the cost of returning the product to our designated Australian returns facility.

For an item confirmed to be faulty, damaged, incorrect, or not as described, Pilloway will cover reasonable return shipping costs where required.

Original shipping charges are generally not refundable for change-of-mind returns unless otherwise required by applicable law.

Incorrect or Incomplete Returns

Please ensure that you follow all return instructions provided by our customer support team.

Sending a product to an incorrect address, failing to provide sufficient order information, or returning an item without first contacting our team may result in delays in processing your return.

We recommend keeping all return tracking information until your refund or exchange has been completed.

Refund Processing Times

Once an eligible return has been received and inspected, we aim to process approved refunds within 3–5 business days.

Refunds will normally be issued to the original payment method used to place the order.

Please allow additional time for your bank, credit card company, or payment provider to process the refund after it has been issued.

Depending on your financial institution, this may take approximately up to 5 additional business days.

Consumer Guarantees

Our Returns & Refund Policy operates in addition to any rights and remedies available to you under applicable consumer protection laws.

Nothing contained in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified.