Exchange and return

Returns will be exchanged for a store promo-code only, valid for 1 year. Items must be returned within 14 days of delivery. Returns exceeding our 14-day policy will not be processed for exchange and will be shipped back to you at an additional charge.

Full Priced Items
Items purchased at full price or by pre-order are eligible for exchange or store credit. If the original payment method was a gift voucher or promo-code, a new voucher will be issued.

Temporary Promotion
Full-priced items included in a temporary promotion are eligible for exchange or store promo-code.

Final Sale
Items marked as FINAL SALE are priced to clear and cannot be returned. Please consider this before making a purchase.

Return Requirements
We will only accept returns if the following requirements are met:

• Items must be in their original condition, with all tags, including hygiene seals, intact.
• Undergarments must be worn when trying on items.
• Items must not have been worn, washed, or altered in any way.
• We do not accept returns for:
• Customized items (including padding, amended length, custom sizing requested). • Items purchased on markdown or final sale.
• Items received in a condition other than their original.
• Items without tags or hygiene stickers attached.
• Items that appear worn, smell of perfume, smoke, deodorant, or body odor.
• Items that are marked or damaged in any way, including fake tan, deodorant, and makeup.

Our returns department reserves the right to refuse any returned item that does not meet these conditions. In such cases, the item will not be sent back to the customer.

Make a Return
Ensure your return meets all conditions of our policy, then follow the easy returns steps via our returns form. For exchanges, contact our customer care to ensure the items you wish to repurchase are available.

Lost or Damaged Packages
PITAYA cannot be held responsible for loss, theft, or damage during the customer return process. It is the customer's responsibility to ship their return items via a reliable, safe, and trackable method.

Are Returns Free?
Returns and exchanges are not free. The shipping cost for returning items is not covered or reimbursed by PITAYA.

Damaged or Faulty Items
If you receive damaged goods or experience a manufacturing fault, contact us immediately at PITAYA customer form with your data for resolution.