Returns Exchanges Policy

Returns & Exchanges Policy

Welcome to pinepylon (hereinafter referred to as “we” or “us”) online store. This Returns & Exchanges Policy explains how to handle return and exchange requests after receiving products, the process involved, and related fees, helping you understand the steps and important considerations.

1. Return & Exchange Period

• You may submit a return or exchange request within 35 days of receiving the product.

• Typically, we process requests within 34 days, reserving one day for logistics and verification to ensure smooth handling.

2. Eligibility for Returns & Exchanges

You may request a return or exchange in the following situations:

• The product has obvious damage, scratches, or packaging issues.

• The product has a quality defect that affects normal use.

• The product has a noticeable odor, severe color difference, or other issues that significantly affect the user experience.

• The product does not match the order or is incorrect.

• No-reason returns/exchanges (note: shipping costs for no-reason returns may be borne by you).

3. Return Process

1. Contact us via email or customer service phone, providing your order number, payment proof, reason for return, and relevant photos or videos.

2. Our customer service team will review your request and provide the return address and next steps once approved.

3. Send the product back to the designated address and wait for it to be received.

4. Upon receipt, we will verify that the product meets the return conditions. If approved, a refund will be arranged.

• For more details on refunds, refer to our Refund Policy.

4. Exchange Process

1. Submit an exchange request via email or customer service phone, including order information, payment proof, reason for exchange, and relevant images or videos.

2. Once approved, our team will provide the return address and instructions.

3. Send the product back to the designated address and wait for us to receive it.

4. After verification, we will arrange the shipment of the replacement product within 1–3 business days.

• For shipping details, please refer to our Shipping Terms.

5. Refund Method

• Refunds will be returned to the original payment card (Visa or MasterCard) used for the purchase.

• Refunds typically arrive within 3–5 business days, depending on bank processing times.

• If the refund does not appear within the expected timeframe, contact customer service.

6. Cost Responsibility

• For returns/exchanges due to product damage, quality issues, odor, severe color differences, or incorrect items, we cover the return shipping cost.

• For no-reason returns/exchanges, the customer is responsible for shipping costs.

7. Responsibility Statement

• We are not responsible beyond reasonable limits for delays caused by logistics or uncontrollable factors.

• Please ensure the returned product is complete and well-packaged; incomplete or damaged returns may affect processing.

8. Contact Information

If you encounter any issues or have questions regarding returns or exchanges, please contact us:

Address: 2107 LUNCEFORD LN SW, LILBURN, GA, 30047-4754, US
Customer Service Phone: +1 (706) 503-9026
Customer Service Email: agenthelp@pinepylon.com

Online Hours: Monday to Friday, 9:00–12:00 and 14:00–18:30 (Australia GMT time)