Refund policy

This policy applies to purchases made through Pila Energy, Inc. ("Pila," "we," or "us") and outlines the terms for cancellations, returns, and refunds. Please review the sections below for details on eligibility, timeframes, and conditions.

1. Delivery & Fulfillment

Pila fulfills orders on a rolling basis as production capacity allows. Estimated delivery windows are communicated to customers individually prior to purchase and are updated periodically at pilaenergy.com. By placing your order, you acknowledge the estimated fulfillment window applicable to your order at the time of purchase.

Pila does not guarantee a specific delivery date. Delivery schedules are subject to change due to factors including supply chain constraints, production capacity, regulatory requirements, and logistics. Pila will provide updates if timelines change via email and at pilaenergy.com/blog.

Your delivery priority is determined based on the date of your order or reservation payment and Pila's manufacturing and logistics schedule. Pila reserves the right to modify delivery schedules at its sole discretion.

2. Cancellations

You may cancel your order at any time prior to shipment for a full refund. Partial cancellations are permitted; you may cancel one or more individual units while retaining the remainder of your order, with a full refund issued for the cancelled units. To request a cancellation, contact Pila Support at support@pilaenergy.com.

You can check your order status on the Pila website: https://www.pilaenergy.com/pages/finalize-reservation. Once your order status shows that it has entered shipment, cancellation is no longer available. If you wish to return your order after it has shipped, please refer to Section 3 (Returns).

Please refer to Section 4 for Refund details.

2.1 Order Changes

Due to production lead times, changes to color, quantity, or accessories may be difficult to accommodate after full payment is completed. We will do our best to fulfill change requests received before your order enters production. To request a change, contact Pila Support at support@pilaenergy.com as early as possible; we cannot guarantee changes will be accepted once production of your unit has begun.

3. Returns

We accept returns within 30 days of delivery. Non-defective returns are subject to a 15% restocking fee applied to the value of the returned items, which covers return shipping, inspection, and repackaging costs.

To be eligible, your item must meet all of the following conditions:

  • Unused and uninstalled
  • In the same condition that you received it
  • In its original packaging with all included accessories
  • Accompanied by your receipt or proof of purchase

The following items are not eligible for return:

  • Items that have been damaged due to misuse, improper installation, or neglect
  • Final sale or clearance items

We're unable to accept returns after 30 days of delivery. If you're experiencing a defect, the Pila Limited Warranty may cover repair or replacement options. If you're unsure about eligibility or need help getting started, please contact us at support@pilaenergy.com.

3.1 How to Initiate a Return

To start a return, contact Pila Support at support@pilaenergy.com. Do not send items back without first receiving return instructions from Pila — items returned without prior authorization will not be accepted. Once your return is approved, Pila will provide return shipping instructions and the following return address:

ATTN: Pila Energy Inc.
610 22nd St. Suite 316
San Francisco, CA 94107

3.2 Return Shipping

For non-defective returns, return shipping costs are covered by the 15% restocking fee — no additional shipping charges will be applied. For returns due to a defect or an error on Pila's part, Pila will provide a prepaid return shipping label at no cost to you and no restocking fee applies.

Important: Pila products contain lithium batteries and are classified as hazardous materials for shipping purposes. All return shipments must comply with applicable carrier regulations for lithium battery transport. Pila will provide specific packaging and shipping instructions when your return is initiated.

3.3 Damages and Incorrect Items

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact Pila Support at support@pilaenergy.com within 7 days of delivery. Pila will work to resolve the issue as quickly as possible, including providing a prepaid return label where applicable.

3.4 Exchanges

Pila does not process direct exchanges. The fastest way to receive a replacement is to return the original item per the process above. Once your return is accepted and your refund is processed, you may place a new order for the correct item.

4. Refunds

Refunds are issued to the original payment method within approximately 14 business days of cancellation or return approval.

  • Full refund - if you cancel your order prior to shipment, or if your return is due to a defect or an error on Pila's part
  • Partial refund - if you return a non-defective item within 30 days of delivery; a 15% restocking fee applied to the value of the returned items will be deducted from your refund
  • No refund - items that do not meet the return eligibility conditions in Section 3, or return requests made after the 30-day window

Once we receive and inspect your returned item, we will notify you of your refund approval status.

4.1 Processing Times

Refunds are processed within approximately 14 business days of approval. Please note:

  • Credit cards and banks may require additional time to post the refund after processing
  • Refunds applied to financing plans, PayPal, or third-party payment providers are subject to their own processing timelines
  • Store credit, where applicable, will be available within 48 hours of approval

If more than 15 business days have passed since your refund was approved and you have not received it, contact Pila Support at support@pilaenergy.com.

4.2 Refund Method

Refunds will be issued to the original payment method used at the time of purchase. If the original payment method is no longer available, contact Pila Support at support@pilaenergy.com for alternative arrangements.

4.3 Non-Refundable Charges

Original shipping fees are non-refundable unless the return is due to a defect or an error on Pila's part. For partial returns, your refund will reflect the value of the returned items only, minus the 15% restocking fee applied to those items.

5. Force Majeure

The obligations of you and Pila under this Policy (other than your payment obligations) will be suspended to the extent that either party is wholly or partially precluded from complying with its obligations by force majeure. Force majeure includes, but is not restricted to, fire, storm, flood, earthquake, explosion, accident, act of the public enemy, war, rebellion, insurrection, sabotage, outbreak, epidemic, public health emergency, quarantine restriction, labor dispute, labor shortage, transportation embargo or failure, curtailment or delay in transportation, act of God, act (including laws, regulations, orders, advisories, disapprovals or failure to approve) of any government or public health agency or authority, whether national, statewide, municipal, or otherwise, or any other event or circumstance beyond such party's reasonable control.

6. Limitation of Liability

This Policy is subject to the Limitation of Liability terms set forth in Pila's Terms of Service at www.pilaenergy.com/terms-of-service, including limitations on consequential, indirect, and incidental damages and the cap on Pila's total aggregate liability to the amount paid by the customer.

7. Dispute Resolution and Choice of Law

Any disputes arising under this Policy are subject to the Dispute Resolution and Choice of Law terms set forth in Pila's Terms of Service at www.pilaenergy.com/terms-of-service. This Policy shall be governed by the laws of the State of California, without regard to conflict of law principles.

8. Entire Agreement

This Cancellation, Return & Refund Policy, together with Pila's Reservation Terms & Conditions, Terms of Service, and Privacy Policy, constitutes the final and integrated agreement between you and Pila with respect to the subject matter contained herein. It supersedes all prior representations, understandings, and agreements, whether oral or written. In the event of any conflict between this Policy and the Final Sales Agreement, the terms of the Final Sales Agreement shall prevail.