Pilai offers a simple and straightforward return and exchange service under the following
conditions:
1. Return & Exchange Timeframe
• Returns: accepted within 7 days from the date you receive your order.
• Exchanges: accepted within 14 days from the date you receive your order.
• During offers or discounts: exchange is not available — only returns are accepted.
2. Product Condition
To be eligible for return or exchange, items must be:
• In their original condition
• Unworn, unused, and unwashed
• With all original tags, labels, and packaging intact
(You may try the item on carefully, but it must remain in perfect condition.)
Partial exchanges are not allowed during sale periods; only full returns are accepted if they meet
the policy.
3. Return & Exchange Fees
The customer bears a shipping fee of 35 SAR for returns or exchanges.
This fee will be deducted from the refund amount.
Exceptions (free return/exchange):
• Manufacturing defects
• Delivery issues
• Receiving the wrong product
In these cases, Pilai covers all shipping costs.
4. Receiving the Wrong or Defective Item
If you receive a wrong or defective product, we will resolve the issue immediately if:
1. The request is submitted within 5 days of receiving the order.
2. A clear video and photos of the item are provided to our support team for verification.
5. Refund Process
• Online payments (card/Apple Pay): refund processed within 10–14 business days.
• Cash on delivery: refunded via bank transfer within 10–14 business days.
• Tabby/Tamara: installments will be adjusted automatically; if the refund exceeds
remaining installments, the balance is refunded to your card within 7–10 business days.
You will receive confirmation messages with all return details.
The courier will attempt pickup three times; if all attempts fail, the return request will be
canceled.
6. Store Rights
Pilai reserves the right to cancel an order and refund the full amount if a product becomes
unavailable or a technical issue occurs.