Refund policy

Return & Refund Policy

Our policy lasts 30 days. If more than 30 days have passed since your purchase, unfortunately, we cannot offer a refund or an exchange.

We understand that our international customers may be subject to import duties. To facilitate this process, we offer the possibility of reimbursing these charges. If you have paid import taxes and would like to recover them, please send us your bank IBAN along with a detailed receipt of the net amount of the taxes paid.

To initiate this process, please contact our customer service at contact@pylys.com, providing the required documents. Once we verify the information, we will proceed with the refund of the net amount of the import taxes.

We are here to assist you at every step and appreciate your trust.

Returns

To be eligible for a return, the item must be unused and in the same condition as when you received it. It must also be in its original packaging.

Certain types of merchandise are non-returnable:

• Perishable goods (such as food, flowers, newspapers, or magazines).
• Intimate or sanitary products.
• Hazardous materials or substances.
• Flammable liquids or gases.

Other non-returnable items include:

• Gift cards.
• Downloadable software.
• Some health and personal care products.

To complete your return, we require a receipt or proof of purchase. Do not send your purchase back to the manufacturer.

In some cases, only partial refunds are granted (if applicable):

• Books with clear signs of use.
• CDs, DVDs, VHS tapes, software, video games, audio tapes, or vinyl records that have been opened.
• Any item that is not in its original condition, damaged, or missing parts for reasons not due to our error.
• Any item returned more than 30 days after delivery.

Refunds (if applicable)

Once we receive and inspect your returned item, we will send you an email notification confirming that we have received it. We will also inform you if your refund is approved or rejected.

If approved, your refund will be processed, and a credit will be automatically applied to your credit card or original payment method within a few days.

Late or Missing Refunds (if applicable)

If you have not received your refund yet:

1. Check your bank account again.
2. Contact your credit card provider – It may take some time before your refund is officially posted.
3. Contact your bank – Processing times may delay your refund.

If you have completed all these steps and still have not received your refund, please contact us at contact@pylys.com.

Sale or Promotional Items (if applicable)

Only regular-priced items are refundable. Sale or promotional items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged upon arrival. If you need to exchange your item for the same one, please email us at contact@pylys.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, we will send you a gift certificate by mail.

If the item was not marked as a gift or if the gift giver had the order shipped to themselves to give to you later, we will issue the refund to the gift giver, and they will be notified of your return.

How to Return Your Product

To return your product, please contact us by email at contact@pylys.com to initiate the return process and receive the necessary instructions.

Return shipping costs are the customer's responsibility and are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on your location, the time it takes for your exchanged product to reach you may vary.

If you are returning an item valued at over €75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.