A fair, understandable path when an order is not right

Purpose and customer rights

This draft is intended to explain when a PILOMED order may be cancelled, returned, replaced or refunded. It must be reviewed against applicable consumer law and may not remove rights that customers have by law.

Seller: [legal entity name and address] · Returns contact: [email, phone and postal address] · Effective date: [date].

Return eligibility

Set the request window as [number] calendar days from [delivery milestone]. Define the condition, packaging, proof-of-purchase and authorisation required for each product category.

For safety or hygiene reasons, some opened, used, personalised, temperature-sensitive or short-dated goods may require different treatment. List only exclusions reviewed by PILOMED’s legal team and clearly shown before purchase.

Damaged, incorrect or missing items

Ask customers to contact [support channel] within [approved period] with the order ID, item details and reasonable evidence. State whether packaging must be retained while PILOMED reviews the request.

Describe the verified remedy options—replacement, missing-item fulfilment, credit or refund—and how PILOMED handles a parcel damaged in transit. Do not require evidence that would be excessive for the issue.

How to request a return

Publish a simple, accessible process and do not ask customers to send an item back without return instructions.

• Contact [returns channel] with the order ID and reason for the request.
• Wait for the eligibility review and return authorisation or alternative resolution.
• Use the approved pickup or shipping method and keep the provided receipt or tracking reference.
• Allow PILOMED to inspect the returned item under the published criteria before the final resolution.

Return shipping and inspection

State who pays or arranges shipping for preference-based returns, damaged or incorrect orders, refused delivery and failed delivery caused by an address issue. Add rules for pickup availability and packaging.

Inspection period: [number] working days after receipt. Explain how a customer is informed if a return does not meet the approved criteria and what happens to the item.

Refunds and replacements

Approved refunds should be sent to [original payment method or approved alternative] within [number] working days after [approval milestone]. The customer’s bank or payment provider may need additional time.

Define treatment of shipping charges, discounts, coupons, cash-on-delivery fees, partial returns, bundles and unavailable replacements. Never request sensitive card credentials to issue a refund.

Cancellation and service requests

Set the order-cancellation cut-off and explain what happens after packing or dispatch. Include payment reversal timing and how attempted or refused delivery is treated.

Create separate approved rules for consultation or report-review services, including when a request becomes confirmed, rescheduling, no-shows and any fee. Do not reuse physical-product return rules without review.

Escalation and updates

Returns support: [contact] · Response target: [period] · Escalation or grievance contact: [details] · Applicable consumer forum information: [details].

Keep the checkout, order messages, customer-support scripts and this policy aligned whenever a return or refund rule changes.