Refund policy

Last Updated: October 17, 2026

We want you to have a clear and straightforward shopping experience. This Return & Refund Policy explains the conditions, procedures, and timelines for returning products and requesting refunds from our store.

1. Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, please contact us within this 30-day period. Returns must be authorized before the product is sent back. Items shipped back without prior authorization may not be processed normally.

2. Return Conditions

We accept return requests for both defective and non-defective products, including change-of-mind returns, subject to the conditions below.

Returned products should be:

  • Unused and in their original condition.

  • Returned with all original accessories and included components.

  • In their original packaging, where available.

  • Free from damage, excessive wear, or signs of use beyond what is necessary to inspect the product.

If an item arrives defective, damaged, or different from the product ordered, please contact us with your order number and clear photographs of the issue.

Non-Returnable Items

Unless an item is defective, damaged, incorrectly supplied, or a return is otherwise required by applicable law, the following items are not eligible for change-of-mind returns:

  • Products that have been used, modified, or damaged after delivery by the customer.

  • Products returned without the required accessories or components.

  • Personalized or custom-made products.

  • Digital products that have been delivered or accessed.

  • Sealed hygiene-sensitive products that have been opened, where applicable.

  • Clearance or final-sale products clearly identified as non-returnable before purchase.

These exclusions do not limit any rights you may have under applicable consumer protection laws.

3. How to Request a Return

Please follow these steps to request a return:

Step 1: Contact Us

Email service@pihil.shop within 30 days of receiving your order. Include your order number, the product you wish to return, and the reason for the return.

Step 2: Receive Return Instructions

Our customer service team will review your request and provide instructions, including the authorized return address and any applicable shipping arrangements.

Step 3: Prepare and Ship the Item

Pack the item securely with its original accessories and packaging where available. Ship the item only after receiving return authorization and the confirmed return address.

Step 4: Inspection and Refund

After the returned item is received and inspected, we will notify you of the refund decision and process any approved refund according to the timelines below.

Please do not send returns to our business address unless we have specifically confirmed that address for your return.

4. Return Shipping Costs

Defective, damaged, or incorrect items: We will cover reasonable return shipping costs when the issue is confirmed. Please contact us before returning the item so we can provide instructions.

Change-of-mind returns: Customers are responsible for return shipping costs. The cost depends on the shipping service selected and the package's destination, weight, and dimensions.

We do not provide a prepaid return shipping label for change-of-mind returns unless we expressly agree otherwise.

Please retain your return tracking number and shipping receipt until your return has been completed.

5. Refund Processing and Method

Once your returned item has been received and inspected, approved refunds will generally be processed within 3–5 business days.

Refunds will be issued to the original payment method used for the purchase. Depending on your bank, card issuer, or payment provider, additional time may be required for the funds to appear in your account.

We do not charge a restocking fee for approved returns.

Original shipping charges, if any, are generally non-refundable for change-of-mind returns. If the return is due to a confirmed defective, damaged, or incorrect item, applicable shipping charges will be reviewed in accordance with the circumstances and applicable law.

6. Exchanges and Partial Returns

If you wish to exchange an item, please contact us to confirm availability and the available options. Exchanges are subject to stock availability and return authorization.

Partial returns may be accepted when only some items in an order are being returned. Any refund will be calculated based on the eligible items returned and applicable discounts.

If a promotional offer or bundle discount was applied to the original order, the refund may be adjusted to reflect the items retained and the terms of the promotion.

We do not currently offer store credit as a standard refund method. Approved refunds are returned to the original payment method unless otherwise agreed or required by law.

7. Lost or Damaged Return Shipments

Customers returning items are responsible for using appropriate packaging and retaining proof of shipment and tracking information.

If a return shipment is lost or damaged in transit, please contact us promptly and provide the return tracking number, shipping receipt, and photographs where applicable. We will review the available information and help determine the appropriate next steps.

For items that arrived damaged or defective, please contact us before arranging a return so we can provide the appropriate instructions.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing or has been shipped.

If an order has already shipped, you may request a return in accordance with this policy.

9. Contact Information

For return, refund, or exchange inquiries, please contact us:

Company: Shenzhen Xinglianhui Trading Co., Ltd.

Email: service@pihil.shop

Business Address:

Room 403-7, Building C, Xingda Industrial City
150-3 Jinyun Road, Wenjing Community, Buji Subdistrict
Longgang District, Shenzhen, Guangdong, China

Please include your order number in all communications