1. Returns and Refunds Policy
This policy outlines the conditions for returns and refunds for orders placed through our website and delivered within Australia.
All processes comply with the Australian Consumer Law under the Competition and Consumer Act 2010 (Cth).
2. Return Conditions
Customers may request a return within 15 days of receiving the order.
To be eligible for a return, the item must meet the following conditions:
- must be returned in original condition, unused and undamaged;
- should be returned, where possible, with the original packaging and all included accessories;
- must include the order number and reason for the request;
- must be returned using the return label included inside the package received by the customer.
If the returned product does not meet the above conditions, the request may be declined and may not be eligible for a refund.
3. New Order Requirement
To ensure efficient logistics handling, our store does not provide direct exchange services.
Each return is assessed individually to ensure accurate inspection of the returned item.
If a customer requires a different item, model, or configuration, a new order may be placed through the website based on available stock.
4. Order Cancellation
Orders that have not yet been dispatched may be cancelled within 24 hours of payment completion.
Once the order has been dispatched, any request must be handled according to the return procedure outlined in this policy.
5. Refunds
After the returned product is received and verified, refunds are typically processed within 1–2 business days.
- Refunds will be issued using the original payment method where possible, unless otherwise permitted under Australian Consumer Law.
- The actual processing time for funds depends on the customer’s bank or payment provider.
6. Request Procedure
To initiate a return or refund request, customers must:
contact the store via email and provide the order number and reason for the request;
use the return label included inside the package received;
carefully prepare the parcel and return the item following the instructions provided by the store.
We support customers throughout the entire process to ensure clarity and consistency.
7. Return Costs
If the return is due to a product defect or damage during transport, handling will be managed in accordance with Australian Consumer Law.
If the return is based on personal reasons such as preference, selection, sizing, or other individual considerations, the customer may be responsible for the associated return costs, as communicated during case handling.
For accurate tracking, customers are advised to use the return label included inside the package.
8. Limitations and Non-Eligible Cases
Returns or refunds may not be accepted in the following situations:
items made to specific requirements or customised products;
items that are used, damaged, or not in suitable condition;
items returned after 15 days from receipt;
items missing essential components required for verification.
If a return does not meet the required conditions, the customer will be informed and the item may be handled according to the instructions provided by the store.
9. Customer Support Contact Details
For any enquiries regarding returns, refunds, cancellations, or related matters, please contact our store:
Email: pricing@pinegohome.com
Phone: +81 (709) 210 21 78
Address: 1-18-38 TAKANODAI, FUNABASHI-SHI, CHIBA 274-0801, JAPAN
Business Hours: Monday to Friday, 7:50 AM – 3:50 PM
Delivery Area: Australia
Our store is committed to ensuring transparency, consistency, and support throughout every stage of the return process.
