- You can initiate a refund within 24 hours of receiving the product only. After 24 hours, we can’t offer you a refund.
- Customised Products: No return, exchange or credit notes will be offered on customised products. Customised products are made to suit your specific requirement and we won’t be able to exercise any return/exchange in such orders. Please review your design carefully before making your purchase.
- Returns will be subject to restocking fees and you will be charged a restocking fee of 20% of the order value. The remaining balance will be credited to your credit card/ debit card /bank account used at the time of making the payment when the order was placed. Refund is processed once the product/s are duly inspected.
- Please write to us at email@example.com, or call us on our support numbers, and we will contact you within 24 hours of receiving your request.
- To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back without intimation to us.
- There are certain situations where only partial refunds are granted (if applicable) – Any item not in its original condition/ is damaged/ or missing parts.
- It takes 7-10 working days for us to refund once the product reach us in the good condition.
- Products need to be returned using your own courier in its original packaging. Products should be returned in their original packaging along with the original price tags, barcodes, labels, user manual, warranty card and invoices etc.
- It is advised that the return packages should be strongly and adequately packaged so that there is no further damage of products during transit.
- The returned products are subject to verification and checks by PineCraft International in order to determine the legitimacy of the return.
- Any products returned in a damaged condition will not be refunded.
- On receiving your complaint, PineCraft International shall verify the authenticity and the nature of the complaint and if PineCraft International is convinced that the complaint is genuine, we will initiate the replacement process.
- The returned Products are subject to verification and checks by PineCraft International in order to determine the legitimacy of the complaint. If the claim is not legitimate, you will be required to bear the shipping costs for the product.
- Once the product is received by PineCraft International the replacement product will be dispatched to you within 24 hours.
- An order cannot be cancelled once confirmed. You can modify an order (with products of the same or more value) within 24 hours, provided the order has not been shipped.
- If you want to modify your order (within 24 hours) before the order has been shipped, please reach out to our support team or send us an email at firstname.lastname@example.org with the new product details (product SKU, name, color, price, size)
- If you have an account with us, please cancel the order from your ‘My Orders’ Page, else, drop us an email at email@example.com.
- Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
- Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
- For lighting installations, our support and delivery team will be in coordination with you for a hassle-free installation process.
- Free delivery is only applicable for the very first attempt on a visit to your ship-to address. In case of a missed delivery, (from a customer)/ an extra visiting charge would be applicable for later installation.
- Once the order has reached your nearest delivery centre and you fail to receive the products, we would hold the products for 10 days, after this time line, PineCraft International shall be free to charge for holding the products for longer.
- For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.