Refund Policy
Welcome to pinepylon (hereinafter referred to as “we” or “us”) online store. This Refund Policy explains the circumstances under which you may request a refund, the refund methods, and the processing procedures, helping you understand the relevant steps and important considerations.
1. Refund Eligibility
Refunds generally apply in the following situations:
Order Cancellation Approved: If you submit a cancellation request during the order processing period and it meets the relevant conditions, the refund process will be initiated.
Return Refund Approved: If the product meets the requirements of our Returns & Exchanges Policy and your return request is approved, the refund can be processed.
When requesting a refund, please ensure that complete order information and necessary supporting documentation are provided to facilitate smooth verification and processing.
2. Refund Method
Refunds will be returned to the original payment card (Visa or MasterCard) used for the order.
Depending on your bank, refunds typically take 3–7 business days to appear in your account.
If the refund has not been received within the expected timeframe, please contact us for assistance.
3. Handling Refund Exceptions
In the event of delays or discrepancies during the refund process, we will verify your order details and payment records.
You may be asked to provide the order number, payment proof, or return-related information.
Once verified, we will assist in coordinating with the bank or payment service to complete the refund.
4. Responsibility Statement
We are not responsible beyond reasonable limits for delays caused by bank processing speed, payment system delays, or incorrect information.
Please ensure that the payment information provided is accurate to avoid delays or returned refunds.
Refunds affected by uncontrollable factors will be handled according to the actual situation.
5. Contact Information
If you have any questions regarding refunds or need assistance, 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)
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