Refund policy

Piston Rose — Refund & Returns Policy

Love it or send it back. Try it at home for 45 days. If it’s not a match, return it for a full refund—no restocking fees. You’ll just cover return shipping (use our prepaid label or your own carrier).

1) What’s eligible for a refund

You can return most items for any reason within 45 days of delivery if they are:

  • Unworn, unwashed, and unused

  • In original condition with tags/labels attached

  • In original packaging (or equivalent protective packaging)

Intimate items: Undies/underwear, bikini/swim bottoms, and bodysuits must be unworn with hygiene liner and tags intact. If used or the liner/seal is removed, they are not refundable.

Not eligible:

  • Items marked Final Sale at checkout

  • Gift cards

  • Items with visible wear, stains, odors, pet hair, or alterations

2) Defective, damaged, or lost (our mistake)

We’ll make it right at no cost to you.

  • Misprinted/damaged/defective: Contact us within 45 days of delivery with photos. We’ll replace or refund and cover shipping.

  • Lost in transit: If tracking doesn’t show delivery within the carrier’s window, contact us. We’ll replace or refund after a quick investigation.

3) How to start a return (change of mind / sizing / style)

  1. Email helpme@pistonrose.com with your order number and the item(s) you’re returning.

  2. Choose your shipping option:

    • Prepaid label: We’ll send a label and deduct the actual carrier cost from your refund (you’ll see the amount before confirming), or

    • Your own carrier: Use any trackable service.

  3. Once your return arrives and passes inspection (2–3 business days), we’ll issue your refund.

Tip: Keep your tracking receipt—returns are your responsibility until received.

4) Exchanges

Want a different size or color? Start a return as above and place a new order right away. This gets the correct item to you faster and keeps inventory accurate.

5) Refund method & timing

  • Method: Original payment method

  • Timing: We process within 2–3 business days of receiving your return. Your bank/card issuer typically posts funds within 5–10 business days.

  • Note: Original shipping fees (if any) are not refundable.

6) Order changes & cancellations

We start making your item quickly.

  • Within 2 hours of ordering: email helpme@pistonrose.com and we’ll try to cancel or edit.

  • After production begins, changes/cancellations may not be possible—use the return process after delivery.

7) International & customs (including Canada)

  • Duties/taxes collected by customs are non-refundable by us.

  • For cross-border returns, declare the parcel as “Return of Goods.” Any return duties/taxes are the customer’s responsibility.

8) Final Sale items

Products marked Final Sale at checkout aren’t eligible for return or refund unless defective, damaged, or lost in transit.

9) Sustainability note

We make many items on demand to reduce waste. Returning only what you truly won’t wear helps us keep quality high and impact low. Thank you. 🌹

10) Questions?

We’re here to help with sizing and fit before you buy: helpme@pistonrose.com