We've got you covered
We stand behind every product we sell. If something isn't right, we'll make it right — simple as that.
Who pays for return shipping:
Damaged or faulty? Pilloway covers the cost to return it to our Queensland warehouse
Changed your mind or don't love it? You have 30 days to return it, with shipping costs covered by the customer to our Queensland warehouse.
3 simple steps
Contact us first
Email Admin@pilloway.com.au with your order number and the reason for your return. We'll get back to you within 1 business day to approve your request.
Pack and post your item
Once approved, securely pack your item in its original packaging and send it back to us. Return shipping costs are covered by the customer unless the item is faulty or incorrect.
Receive your refund or exchange
Once we receive and inspect your return, we'll process your refund or exchange within 3–5 business days. Refunds are issued to your original payment method.
Received something not right?
If your item arrives faulty, damaged, or not as described, we'll take full responsibility. Email us at Admin@pilloway.com.au with a photo of the issue and your order number and we'll send a replacement or issue a full refund promptly — at no cost to you.
Want a different product?
We're happy to exchange your unused item for something else from our range, subject to availability. Just reach out to us at Admin@pilloway.com.au within 30 days of delivery and we'll help sort it. You'll only need to cover the return shipping cost.
When will I get my money back?
Once your return is received and inspected, we'll notify you by email. Approved refunds are processed within 3–5 business days back to your original payment method. Please allow additional time for your bank or card provider to process the credit — this can take up to 5 business days depending on your financial institution.
Need to start a return?
Get in touch with our team and we'll take care of you.