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Return, Exchange, or Refund Policy

 

1. Return Policy Overview

We are committed to providing a clear and reliable shopping experience through our website.
This Return and Refund Policy applies to all orders delivered within Australia.

Customers may submit a return request within 45 days of receiving their order.

A return will be accepted only if all of the following conditions are met:

  • The item is in perfect condition, unused, and free from damage

  • The item is returned in its original packaging, including all accessories and accompanying materials

  • The return request includes the order number and the reason for return

Items that do not meet these conditions will not be eligible for a refund.

2. No Direct Exchanges

  • Due to logistical considerations associated with furniture transportation, direct exchanges are not offered. Each returned item is inspected individually.

To obtain a different model or variation, customers may place a new order after the original return has been processed and refunded.

3. Order Cancellation and Refunds

An order may be cancelled within 36 hours of purchase, provided it has not yet been dispatched.
In this case, a full refund will be issued.

If the order has already been dispatched or if the 36-hour period has passed, cancellation is no longer possible.
Customers may then proceed with the return process outlined in this policy.

Once the returned item has been received and verified, the refund will be processed within 1–5 business days.
The time required for the refund to appear depends on the customer’s financial institution.

4. Return Request Procedure

To request a return or refund, customers must:

  • Send an email including the order number and, if required, photos of the item

  • Wait for email confirmation containing return instructions

  • Use the pre-printed return shipping label included inside the parcel upon delivery

  • Return the item according to the provided instructions

Our customer support team will assist throughout the entire process.

5. Return Shipping Costs

If the return is due to a product defect or damage caused during transportation, return shipping costs will be covered by us.

If the return is due to personal reasons (such as size, style, or design preferences), return shipping costs will be the responsibility of the customer.

Customers are advised to use a tracked delivery service when returning items.

6. Inspection and Processing

Upon receipt of the returned item, a quality inspection will be conducted.
If the item meets the return conditions, the refund will be issued via the original payment method within 1–5 business days.

7. Return Restrictions

Returns will not be accepted for:

  • Custom-made or personalised items

  • Items that are incomplete, damaged, or show signs of use

  • Items returned beyond the 45-day return period

If a return does not comply with this policy, the customer will be notified and may request the item to be shipped back at their own expense.

8. Customer Support

For any questions regarding returns or refunds, customers may contact our store using the details below.
The contact format is consistent across all policies.

Email: revenue@pinemypad.com
Phone: +65 (802) 45068
Address: APT BLK 346 YISHUN AVENUE 11 #04-111, SINGAPORE 760346, SINGAPORE
Business Hours: Monday to Friday, 8:00 AM – 4:00 PM
Service Region: Australia

We prioritise transparency, accuracy, and support at every stage to ensure a controlled and reliable shopping experience.