Refund policy

 

Thanks for shopping with Pilamed. If something arrives and it isn't what you needed, you have 30 days to send it back — provided it hasn't been used. Here's how that works in practice.

1. The 30-Day Window

Your 30 days start the day the parcel is delivered, not the day you ordered.

To come back to us, an item needs to be:

  • Unused — never taken into a procedure, never sterilised, never reprocessed
  • Still carrying its original labelling, lot numbers, and paperwork
  • In its packaging, unopened where the packaging was sealed
  • In a condition we could honestly sell to someone else

Miss any of those and we may have to turn the return down. That isn't us being difficult. An instrument with no lot number can't be traced, and a device we can't trace is a device we can't sell.

2. Exchanges

Ordered a 7" when you needed a 9"? Wrong curvature? Same 30-day window applies.

The item comes back unused and in its original packaging. We inspect it, and once it clears, your replacement ships out. If the size or configuration you want has sold out in the meantime, we'll offer store credit or refund you instead — your choice.

3. Refunds

Once your return reaches us and passes inspection, you'll get an email telling you the outcome either way.

Approved refunds go back to whatever card or account you paid with, and we process them within 3 business days. After that it's out of our hands — banks typically take another 5 to 10 days to show the money on your statement, and that timing varies by provider.

One exception on shipping costs: we don't refund them unless the return happened because we sent the wrong thing or the item was faulty.

4. Getting It Back to Us

Return postage is yours to arrange and pay for. The exception is when we're at fault — damaged goods, defective goods, or a picking error on our end. In those cases we cover it.

Two pieces of advice, from experience:

  • Use a service with tracking
  • Hang on to the receipt and tracking number until your refund lands

If a return goes missing in the post and there's no tracking to follow, there's very little we can do. Pilamed can't take responsibility for parcels lost or damaged on their way back to us.

5. Damaged or Faulty Items

Photograph it — the item and the packaging — and email us within 30 days of delivery.

Where we accept the claim, return shipping is on us, and you decide whether you'd rather have a replacement or your money back.

6. Restocking Fees

There aren't any. Plenty of suppliers in this industry charge 15 to 25% on returns. We don't.

7. What We Can't Take Back

A few categories are final, and most of them come down to patient safety rather than commercial preference:

  • Sterile and single-use products where the sterile barrier or outer packaging has been opened
  • Any instrument used on a patient, autoclaved, or otherwise reprocessed
  • Custom, special-order, or made-to-order items
  • Clearance and final sale purchases
  • Gift cards
  • Anything engraved, altered, or modified
  • Returns that arrive after day 30

The logic on the first two is straightforward. Once a sterile barrier is broken or an instrument has been through a patient and an autoclave, nobody can vouch for what's in the box. We won't sell that on to another clinic, so we can't take it back either.

8. Starting a Return

Email us first — don't post anything back before you hear from us, because unauthorised returns can end up sitting in our warehouse with nobody knowing whose they are.

Include:

  • Order number
  • Which items are coming back
  • Why
  • Photos, if it's damaged or defective

Send it to support@pilamed.com. You'll hear back within 1–2 business days with instructions.

9. Contact

Anything about returns or refunds that isn't covered above:

Pilamed
Email: support@pilamed.com
Support Hours: MON–FRI 10:00 AM – 5:00 PM EST Time
We reply within 24 hours (Mon–Fri).
Address:
2645 NE 207 Street, Aventura, FL 33180, United States