Returns & Refunds Policy

your satisfaction is our top priority. If you're not completely satisfied with your purchase, we're here to assist with a return or exchange.
 

Eligibility for Returns

  • Return Window: You can return most items within 30 days of purchase.
  • Product Condition: Products must be in unused condition with all original packaging, accessories, and documentation intact.
  • Proof of Purchase: A valid receipt, invoice, or order confirmation is required to process your return.
 

Open-Box Returns

  • Subject to a 20% restocking fee.
  • All original packaging and included accessories must be intact.
 

Non-Returnable Items

There are some items, however, that are ineligible for return, including:
  • Products marked Final Sale
  • Used, damaged, or incomplete products
  • Opened screen protectors, batteries, and cables
 

How to Return an Item

In-Store Returns

You can always bring eligible products and proof of purchase to one of our retail locations. Our team will perform a quick inspection and process your refund, exchange, or store credit on the spot.
 
Pisen Los Angeles
630 S Los Angeles St, Unit B-25
Los Angeles, CA 90014
Phone: (213) 988-7048
Hours: Monday – Saturday, 10:00 AM – 5:00 PM (Closed Sundays)
 
Pisen New York
127 W 29th St
New York, NY 10001
Phone: (646) 410-0361
Hours: Monday – Saturday, 10:30 AM – 7:00 PM (Closed Sundays)
 
Please bring the item along with your proof of purchase. Our team will evaluate the condition and process a refund, exchange, or store credit as appropriate.
 

Returns by Mail

To initiate a return by mail:
  1. Email our support team at support@pisengroup.com with your order number, the reason for return, and any relevant photos (if applicable).
  2. We will send you a Return Merchandise Authorization (RMA) number along with detailed shipping instructions.
  3. Pack the item securely and ship it back using a trackable carrier.
You'll cover the return shipping costs, unless the item arrived defective or we sent the wrong product — in that case, we'll take care of the shipping for you.
 

Exchanges

  • We offer exchanges for defective or damaged items within 30 days of purchase.
  • Visit one of our retail locations or reach out to our customer support.
  • For online orders, we may ask for photos or videos to verify the issue so we can process your exchange quickly.
 

Refunds

  • Once your return is approved, we'll issue the refund to your original payment method within 7–10 business days.
  • Original shipping fees are non-refundable.
  • A 20% restocking fee applies to all open-box returns.