Service Policy
Welcome to pinepylon (hereinafter referred to as “we” or “us”) online store. This Service Policy applies to online transactions within Australia and provides guidance for users visiting and using our website. It covers aspects including orders, payments, shipping, returns/exchanges, and data processing to help you understand the processes and key considerations.
1. Introduction and Scope
This policy applies to the entire process of browsing products, placing orders, making payments, and using related services on our website.
Accessing or using our website indicates your understanding and acceptance of the rights and obligations described in this policy.
2. User Accounts and Website Responsibilities
When creating an account, ensure the information provided is accurate and complete. You are responsible for the security of your account.
All actions performed through your account are considered the responsibility of the account holder.
We provide online access and purchase services only; no offline transactions or operations are involved.
3. Product Information, Inventory, and Pricing Rights
Product information, prices, and stock status on the website are for reference only.
We strive for accuracy, but delays or adjustments may occur due to system updates or logistics factors.
You have the right to verify product details, prices, and stock before placing an order. The information displayed on the website prevails.
4. Orders and Payment
Submitting an order indicates your acceptance of the selected products, quantities, prices, and delivery method.
Payment methods are limited to Visa or MasterCard, and all amounts are settled in AUD.
Payment information is processed through a secure channel. We do not store full card numbers, CVV codes, or other sensitive data.
5. Shipping Policy
Please refer to our Shipping Terms page for full details.
Orders typically require 1–3 business days for processing, including verification, packaging, and handover to the carrier.
Estimated delivery after dispatch is 6–15 business days, subject to carrier performance and external factors.
6. Order Cancellation Policy
To cancel an order, submit a request before order processing begins.
Processing usually takes 1–3 business days; requests submitted after this may not be guaranteed.
Refer to the Cancel Order page for detailed steps.
7. Returns and Exchanges
Eligible orders can request returns or exchanges within the designated period after receipt.
Processing usually takes 1–3 business days.
For details on conditions and procedures, refer to our Returns & Exchanges Policy page.
8. Refund Policy
Approved refunds will be returned to the original payment method (Visa or MasterCard).
Refunds typically take 3–5 business days, depending on bank processing.
Detailed refund information is available on the Refund Policy page.
9. Dispute Resolution and Applicable Law
We comply with Australian law and relevant GDPR regulations.
Any disputes will be governed by Australian law.
We reserve the right to update this policy based on operational or regulatory requirements and will notify users of changes.
10. Privacy and Data Protection
User information is collected only as needed for order processing, payment, and shipping communication.
Data is stored securely for a reasonable period.
Sensitive payment information is processed through secure channels and is not retained.
11. Intellectual Property
All text, images, icons, and design elements on the website are owned by us.
Unauthorized use or distribution of website content is prohibited.
12. Limitation of Liability
We are not liable beyond reasonable limits for delays, uncontrollable factors, or outdated information.
Ensure shipping information is complete and accurate; consequences of incorrect information are the responsibility of the user.
13. Policy Amendments
We may update this policy as required by operations or regulations.
The latest version posted on the website shall prevail.
14. Contact Information
If you have any questions regarding this Service Policy or order-related matters, 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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