Last Updated:  June 16, 2024

We are committed to providing our customers with high-quality products and an exceptional shopping experience. To ensure your rights, please carefully review our return and refund policy before making a purchase.

1. Scope of Application

This policy is applicable to all customers who purchase goods on the Pillowpapa platform.

2. Return Conditions

• 30-Day Unconditional Return: Within 30 days of receiving the product, customers are entitled to apply for an unconditional return if they are not satisfied with the product for any reason.
  • The following products are not eligible for 30-day unconditional returns:
    • Perishable and easily expired products;
    • Virtually delivered goods, such as e-books, software, etc.;
    • Customized products tailored to customer specifications;
    • Products that cannot be resold once unsealed, such as underwear, cosmetics, etc.;
    • Other products that are not eligible for 30-day unconditional returns according to law.
• Return Due to Quality Issues: Within 30 days of receiving the product, customers can request a return if they find any quality issues with the product.
  • Quality issues include but are not limited to:
    • Damaged, defective, or missing parts;
    • Product malfunctions;
    • Discrepancies between the product and its description;
    • Other quality issues affecting the normal use of the product.

3. Return Process

• Submit a Return Request: Customers can submit a return request through the following methods:
  • Log in to your Pillowpapa account, go to the “My Orders” page, locate the order you wish to return, click on “Request After-Sales Service,” select the reason for return, and fill in the relevant information.
  • Contact Pillowpapa online customer service, provide your order number, reason for return and other relevant information, and our customer service staff will assist you in processing your return request.
• Platform Review: We will review the customer’s return request within 1-2 business days. Once approved, we will send the return address and return number to the customer.
• Customer Return Shipping: Customers must return the product within 3 business days of receiving the return address and return number, using appropriate packaging to ensure that the product is not damaged during shipping. Return shipping costs are the responsibility of the customer unless the product has quality problems or the return is due to our error.
• Platform Inspection: We will inspect the returned product within 1-2 business days of receipt to confirm that it meets the return conditions.
• Refund Processing: Once the inspection is approved, we will process the refund within 1-3 business days. Refunds will be credited back to the account used by the customer for the original payment.

4. Refund Methods

We support the following refund methods:

• Original Payment Method Refund: The refund will be credited back to the account used by the customer for the original payment, such as Paypal, Alipay, WeChat Pay, bank card, etc.
• Store Credit Refund: The refund amount will be credited to the customer’s account balance on the Pillowpapa platform, which can be used to purchase other products.

5. Special Notes

• When returning a product, customers must return the product, any free gifts, and the invoice together.
• We will not accept returns or refunds for products damaged or lost due to customer error.
• If you have any questions about our return policy, please feel free to contact us through the following methods:
  • Customer Service Email: support@pillowpapa.com