At Piwema, your satisfaction is our top priority. If you’re not completely happy with your order, we offer returns and exchanges within 28 days of receiving them. Please review the details below to understand how our process works.
1. How to Start a Return
To begin a return:
- Contact us at support@piwema.com within 28 days of receiving your order.
- Include your order number, the reason for the return, and any relevant photos.
- If your return is approved, we’ll send you a return shipping label and instructions.
2. Return Instructions
- Pack the item securely in its original packaging, including all tags and accessories.
- Attach the provided return label.
- Ship the item using the instructions from our support team.
- Once we receive and approve your return, we will process a refund or exchange, provided the item is unused and in original condition.
3. Refund Terms
- Refunds are issued to your original payment method.
- Processing typically takes 3–5 business days, depending on your bank.
- Shipping charges are non-refundable, unless the return is due to our mistake (wrong, defective, or damaged item).
- If your order received free shipping, the standard shipping cost may be deducted from your refund.
- Customers are responsible for return shipping, except when Piwema is at fault.
4. Non-Returnable Items
We do not accept returns or exchanges for:
- Gift cards
- Customized or personalized products
- Final sale or clearance items
- Items damaged due to misuse or mishandling
5. Damaged or Defective Items
If your item arrives damaged or defective:
- Email support@piwema.com right away with your order number and clear photos of the damage.
- We will offer a replacement or full refund, including original shipping fees.
- If the item is out of stock, a full refund will be issued instead.
6. Exchange Policy
You may request an exchange within 28 days of receiving your order.
How to request an exchange:
- Email us with your order number, the item you want to exchange, and the replacement you prefer.
- If approved, you’ll receive a return label and shipping instructions.
Exchange process:
- Return the original item with all packaging and accessories.
- After we receive and approve it, we’ll ship your replacement.
- If your replacement is unavailable, we’ll offer a refund or store credit.
Shipping fees for exchanges:
- You cover return shipping unless the exchange is due to a defect or our error.
- Piwema will cover shipping for the replacement item.
Need Help?
If you have questions about a return or exchange, we’re here to help:
Email: support@piwema.com