Refunds & returns

Refunds & Returns

At our company, we are committed to ensuring your satisfaction with every purchase. If for any reason you are not completely satisfied with your order, our Refunds & Returns policy is designed to provide a smooth and efficient resolution process.

1. Eligibility for Returns

      We accept returns for the following reasons:

• Defective or Damaged Products: If an item arrives damaged or is found to be defective upon receipt, you may request a return or exchange.
• Incorrect Items: If you receive the wrong item, we will work to correct the issue by either replacing the product or offering a refund.
• Other Issues: For any other issues regarding the quality or condition of your order, please contact us for further assistance.

Please Note: All returns must be authorized by our customer service team before the item is returned.

2. Return Conditions

To qualify for a return, the following conditions must be met:

• Return Period: Items must be returned within 30 days of receipt.
• Original Packaging: Products must be in their original packaging and unused (except in cases of defect or damage).
• Proof of Purchase: A receipt or proof of purchase must be provided for all returns.

Products that are opened, used, or no longer in resalable condition may not be eligible for a full refund.

3. Return Process

To initiate a return:

1. Contact Us: Reach out to our customer service team at (908) 940-0126 or dm@pinehillusa.com with your order number and details about the issue.
2. Authorization: Our team will provide you with a Return Authorization (RA) number and instructions on how to send the item back.
3. Ship the Item: Package the item securely and send it back to the address provided. Please include the RA number on the package.

Important: Customers are responsible for return shipping costs unless the product is damaged, defective, or incorrect.

4. Refunds

Once we receive and inspect the returned item, you will be notified of the approval or rejection of your refund. If approved, your refund will be processed as follows:

• Original Payment Method: Refunds will be issued to the original form of payment within 7-10 business days of receiving the returned item.
• Restocking Fee: A restocking fee may apply for certain items. This will be communicated during the return process.
• Non-Refundable Items: Certain items, such as custom orders or perishable goods, may not be eligible for refunds. Please check with customer service if you are unsure.

5. Exchanges

• If you would prefer an exchange rather than a refund for damaged or defective items, we will gladly ship you a replacement at no additional cost. Contact us to arrange for an exchange, and we will guide you through the process.

6. Cancellations

• If you need to cancel an order, please contact us as soon as possible. Orders that have already been processed or shipped cannot be canceled, but we will work with you to resolve any issues once the item is received.

For any further questions about our Refunds & Returns policy, please reach out to us at (908) 940-0126 or dm@pnehillusa.com. We’re here to ensure your satisfaction!