Refund policy

We want you to love your Piluso cap. If it isn't right, here's how we sort it out.

Change of mind — 30 days

You have 30 days from the day your order is delivered to request a return for change of mind.

To be accepted, the cap must be unworn, unwashed and in its original condition. Return postage for change-of-mind returns is at your own cost, and we recommend a tracked service — we can't refund an item that doesn't reach us.

Once your return arrives and we've checked it, we'll refund the price of the cap to your original payment method. Original shipping charges are not refunded. Refunds are usually processed within 5 business days of receiving the return; your bank or provider may take a few days longer to show it.

Faulty, damaged or incorrect items

If your cap arrives faulty, damaged, or isn't what you ordered, email us at hi@piluso.com.au within a reasonable time of delivery with your order number and a photo of the issue.

We'll arrange a replacement or a full refund, whichever you prefer, and we cover the return postage. You will not be out of pocket for a fault that's ours.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

The 30-day change-of-mind window above is offered in addition to those rights, not instead of them.

Sale and promotional items

Items bought using a discount code are returnable on the same terms as full-price items. Where a discount was applied across an order, the refund reflects the amount actually paid for the returned item.

Orders that qualified for free shipping

If your order qualified for free shipping on orders of $80 or more, and a return brings the order value below that threshold, we may deduct the original shipping cost from your refund. We'll always tell you before we do.

How to start a return

Email hi@piluso.com.au with your order number and what you'd like to do. We'll reply with the return address and next steps. Please don't send anything back before hearing from us.

Cancelling an order

If your order hasn't been dispatched yet, email us and we'll cancel and refund it in full. Once it's with Australia Post, the change-of-mind process above applies.

Piluso · Suffolk Park, NSW, Australia · hi@piluso.com.au