Refunds and cancellations
How to cancel, return, or request a refund from Pilatease Private Limited, including timelines.
Placeholder legal details. Replace the entity name, PAN, GSTIN, address, and phone in CMS → Site Settings → Legal & compliance so they match KYC before you submit Cashfree. Last noted review: Pending first legal review.
Cancellation before dispatch
Email hello@pilatease.com with your order number. If the shipment has not been handed to the carrier, we cancel and refund the paid amount to the original payment method. Once the courier has picked up, treat the request as a return after delivery.
Returns after delivery
You may request a return within 7 days of delivery for unused items in original packaging, or within 48 hours if the item arrived damaged or materially different from the listing. Write to hello@pilatease.com with photographs for damage claims.
Approved returns are collected by our logistics partner where the PIN code is serviceable. We inspect the item on receipt. Refunds for approved returns are initiated within 7 business days of warehouse inspection and typically appear in 5–10 additional business days, depending on the bank or UPI app.
What we cannot refund
We cannot accept returns of items damaged by misuse, missing parts that were included at dispatch, or orders refused without a valid quality complaint after several delivery attempts. Return freight for change-of-mind returns may be deducted if free return shipping is not offered for that PIN code — we will state this when we approve the return.
Failed delivery and RTO
If a shipment returns to origin because the address was incomplete, the recipient was unavailable after retries, or the order was refused, we refund the product amount after the warehouse receives the return, minus any non-refundable outbound shipping if shipping was charged. Currently standard shipping is free on the catalogue; this will be restated on the Shipping Policy if that changes.