Refund policy
Last updated: September 24, 2026
We want you to have time to check how your gear fits your setup. You may request a return within 30 calendar days after delivery. Approved returns go to our designated US return address.
Start a return
Use our contact form and include your order number, the email used at checkout, the item and the reason for the return. For a product problem, describe what happened and retain any useful photos. Please do not send payment-card details.
We will provide return instructions, the correct US address and any return reference. Please send the parcel within 14 calendar days after we provide those instructions. Do not send returns to the dispatch address, a company registration address or an address printed on a parcel without checking with us first.
Change-of-mind returns
You may carefully assemble and inspect the product indoors. For a change-of-mind return, it must be clean, undamaged and in as-new condition, with all included parts and accessories. Keep the original packaging when possible and use protective outer packaging for the return. Outdoor wear, dirt, misuse or missing parts may affect eligibility; we will explain any proposed adjustment before processing it.
These condition requirements do not prevent you from reporting a defective, damaged or incorrect item.
Who pays return shipping?
- Change of mind: you pay for tracked return shipping to our US return address. If we offer a return label, we will tell you its cost before you agree to use it.
- Confirmed defect, wrong item or damage on arrival: PINELORE covers necessary return or replacement shipping as part of the resolution. Contact us before paying to return an item.
We do not charge a standard restocking fee for an eligible return.
Damaged, defective or incorrect items
Please contact us as soon as you notice a problem, with your order number and a description. Photos of the item and packaging can help us investigate, but lack of original packaging does not automatically disqualify a defect claim. Keep damaged packaging where reasonably possible. Stop using an item if the problem could affect safety.
We will work with you on the appropriate repair, replacement or refund, taking account of the problem and your applicable rights. A defect claim is not treated as an ordinary change-of-mind return, and the 30-day voluntary return window does not remove rights that apply after that period.
Refunds
For an eligible return, we initiate the refund to the original payment method within 10 business days after receiving the return. If the return needs investigation, we will explain the issue and the next steps rather than make an undisclosed deduction. Your bank or payment provider may need additional time to post the credit.
For a change-of-mind return, the refund covers the amount paid for the returned item and associated refundable sales tax. Separately paid original shipping charges are not refundable unless required by law. If the original order qualified for free shipping, we do not deduct a hidden outbound shipping charge.
If you agree to use a return label supplied by us, only its disclosed and agreed cost may be deducted. For a qualifying defect, wrong item or damage on arrival, a refund includes applicable original shipping charges.
Cancellations and exchanges
Contact us promptly to request cancellation. An order that has not been dispatched can be cancelled for a full refund. Once dispatched, interception may not be possible; contact us about return options. This does not limit cancellation and refund rights when we cannot meet our shipping commitments.
For a different size, color or configuration, contact us before ordering a replacement. Availability and any price difference will be confirmed; an exchange is not guaranteed to be in stock.
Your rights
This voluntary policy does not limit rights or remedies available under applicable law. For delivery information, see our Shipping Policy.