Refund policy

Start a return

Email nellie@pioneer-mia.com with your order number, item name, and reason. We reply within 2 business days with return instructions. Unauthorized returns may be refused.

Who pays return postage

Customer pays return shipping unless the return is our error (wrong/defective/incomplete). Original outbound shipping is non-refundable unless we caused the issue.

Items we can accept

• Proof of purchase (order number) required
• Final sale, clearance, customized, or personalized items are not eligible (marked on the product page)
• For hygiene and safety reasons, opened personal-care, beauty, or intimate-use items may be final sale unless defective
• Item must be unused, undamaged, and in original condition with all original tags, seals, and packaging (when provided)

Non-returnable items

• Returns sent without prior authorization
• Items marked final sale or clearance
• Digital goods, gift cards, or perishable items (when offered)
• Items that show use, damage, missing parts, or incomplete packaging after delivery
• Opened personal-care, beauty, or hygiene-sensitive products (unless defective or our error)

How returns work

1. Email nellie@pioneer-mia.com with order number and reason.
2. Wait for written authorization.
3. Ship with tracking to the address we provide.

Do not send items back until you receive written return authorization.

Getting your money back

After inspection, approved refunds go to the original payment method within 5–10 business days.

Review the product page for dimensions, materials, and specifications before ordering. Contact us if you need help confirming whether an item fits your needs. Replacement or exchange requests are reviewed against available stock after we receive your email.