Return & Refund Policy

Last Updated: November 5, 2026

1. Overview

At PYLVILO, customer satisfaction is important to us. We want you to feel confident when shopping for our manual coffee brewers, including moka pots, French presses, Turkish coffee pots, and Vietnamese coffee drippers, as well as drinkware, cocktail mixing accessories, and matcha preparation tools.

If you are not completely satisfied with your purchase, we offer a 30-day return period, subject to the conditions outlined in this policy and applicable consumer protection laws.

This policy explains our return eligibility requirements, return procedures, damaged or defective product arrangements, exchanges, and refunds.

2. 30-Day Return Policy

Customers may request a return within 30 calendar days after receiving their order.

To qualify for a standard return, products should generally meet the following conditions:

• Items must be unused and in their original condition.

• Products should include their original packaging, accessories, and included components where applicable.

• Items should not show signs of damage caused by improper use or handling.

• Proof of purchase or an order number must be provided.

Certain products may be subject to additional return conditions where permitted by applicable law.

If you wish to return an item, please contact our customer service team within 30 days of delivery.

Email: service@pylvilo.com

Please do not send products back before receiving return instructions from our customer service team.

3. How to Request a Return

To start a return request, please follow these steps:

Step 1: Contact Us

Email service@pylvilo.com with your return request.

Please include:

• Your full name.

• Your order number.

• The product you wish to return.

• The reason for your return.

• Relevant photographs, if applicable.

Step 2: Review and Authorization

Our customer service team will review your request and provide the applicable return instructions.

If your return is approved, we will communicate the return address and any relevant shipping arrangements.

Step 3: Return the Product

Please package the product securely and follow the return instructions provided by our customer service team.

Step 4: Inspection and Resolution

After the returned product is received and inspected, we will notify you of the return outcome and any applicable refund or exchange arrangements.

4. Damaged, Defective, or Incorrect Items

We want every customer to receive their order in satisfactory condition.

If your product arrives damaged, defective, or different from the item you ordered, please contact us as soon as reasonably possible.

To help us review the issue, please provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos showing the affected product.

• Photographs of the packaging, if the package was damaged during delivery.

After reviewing your request, we will determine an appropriate resolution.

Depending on the circumstances, available solutions may include:

Replacement

We may arrange a replacement product when an appropriate replacement is available.

Reshipment

If an item is missing or damaged during delivery, we may arrange a reshipment where appropriate.

Exchange

An exchange may be offered depending on product availability and the circumstances of the request.

Refund

If a replacement, reshipment, or exchange is not appropriate or available, we may provide a refund to the original payment method.

We will communicate the proposed resolution to the customer.

Nothing in this policy limits any mandatory rights customers may have under applicable consumer protection laws.

5. Refund Policy

Once an eligible return has been received and inspected, we will notify you whether your refund has been approved.

Approved Refunds

Approved refunds will generally be issued to the original payment method used for the purchase.

Refund Processing

We will initiate approved refunds within 3–5 business days after refund approval.

Please note that the time required for the funds to appear in your account may vary depending on your payment provider, bank, or financial institution.

Refund Notifications

Customers will receive a notification when their refund has been processed.

If you have not received your refund after the applicable processing period, please first check with your payment provider or financial institution. You may also contact us for assistance.

6. Return Shipping Costs

For standard returns, please contact our customer service team before sending an item back.

Customers are responsible for return shipping costs for standard returns.

PYLVILO covers return shipping costs for items that arrive damaged, defective, or incorrect. Please contact our customer service team for return instructions before sending an item back.

Any allocation of return shipping costs will be handled in accordance with applicable consumer protection laws.

7. Non-Returnable or Restricted Return Items

Some products or circumstances may not qualify for standard returns, subject to applicable law.

Examples may include:

• Products that have been substantially used or damaged through improper handling.

• Items returned without prior communication or the required return instructions.

• Products missing essential components or accessories.

• Items that cannot be accepted for return under applicable hygiene, safety, or other legal restrictions.

These conditions do not limit any mandatory consumer rights, including rights relating to defective, damaged, or incorrectly supplied products.

If you are unsure whether your product qualifies for a return, please contact us before sending it back.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests are subject to the order's fulfillment status.

Once an order has been processed or dispatched, cancellation may no longer be possible.

If a cancellation is accepted after payment has been received, any applicable refund will be processed through the original payment method.

This section does not restrict any cancellation rights provided by applicable law.

9. Shipping and Delivery Timeframes

Our standard order fulfillment estimates are as follows:

The total estimated delivery time includes order processing and standard shipping.

These timeframes are estimates and are not guaranteed delivery dates.

Actual delivery times may vary due to customs inspections, carrier operations, weather conditions, public holidays, or other circumstances beyond our reasonable control.

For additional information, please review our Shipping Policy.

10. Exchanges

If you receive an item that is damaged, defective, or incorrect, please contact us to discuss available exchange or replacement options.

Exchanges are subject to product availability and review of the reported issue.

Where an exchange cannot reasonably be arranged, an alternative resolution, including a refund, may be offered as appropriate.

11. Contact Us

If you have any questions about returns, refunds, exchanges, or damaged products, please contact our customer service team.

Brand Name:
PYLVILO

Website Operator:
Xi'an Ningkang Trading Co., Ltd.

Business License Entity:
Xi'an Ningkang Trading Co., Ltd.

Registered Address:
Room 704, Tower B, Jinsha International,
No. 65 Chang'an Middle Road, Yanta District,
Xi'an, Shaanxi, China

Customer Service Email:
service@pylvilo.com

Customer Service Phone:
+1 3092409567

Official Website:
https://pylvilo.com/

We appreciate your trust in PYLVILO and are committed to providing helpful customer support throughout your shopping experience.

Thank you for choosing PYLVILO.

PYLVILO – Thoughtful Essentials for Everyday Living.