1. Returns and Refunds Overview
This page outlines how returns and refunds are handled for orders delivered within Australia through the website.
We aim to provide a reliable and well-structured shopping experience with clear support throughout the process.
2. Return Eligibility
You may request a return within 15 days of receiving your order.
To be eligible for a return, the following conditions must be met:
- The item must be unused, in perfect condition, and free from damage
- The item must be returned in its original packaging, including all accessories and documentation
- The request must include the order number
Items that do not meet these conditions may not be eligible for a refund.
A pre-paid return label is included inside the package, allowing you to easily arrange the return.
3. Exchanges
To facilitate inventory management, we do not offer exchanges.
If you would like a different item, you may place a new order after your return has been processed and refunded.
4. Order Cancellation
Orders can be cancelled within 24 hours of placement, provided they have not yet been shipped.
If the order has already been dispatched or the 24-hour window has passed, cancellation is no longer available.
In this case, you may proceed with a return after receiving the item.
5. How to Request a Return
To request a return, please follow these steps:
- Send an email including your order number and, if required, photos of the item
- Wait for confirmation and detailed return instructions
- Use the return label included in your package
- Send the item back according to the provided instructions
Support is available throughout the entire process to assist you.
6. Return Shipping Costs
If the return is due to a defective item or damage during transit, return shipping costs will be covered by the shop.
If the return is due to personal preference (such as size, style, or selection), return shipping costs may be the responsibility of the customer.
We recommend using a trackable shipping method.
7. Inspection and Refund Processing
All returned items undergo a quality inspection upon arrival.
Once the returned item has been received and verified, the refund will be processed within 3–5 business days using the original payment method.
The actual time for funds to appear may vary depending on your payment provider.
You will receive a confirmation once the refund has been completed.
8. Non-Returnable Items
Returns are not accepted in the following cases:
- Custom-made or personalised items
- Items that are incomplete, damaged, or show signs of use
- Items returned after the 15-day return period
If a return does not meet the required conditions, you will be informed and may choose to have the item sent back at your own cost.
9. Contact Information
For any questions regarding returns or refunds, please contact us:
Address: 2-1-11 MINAMIHANYU, HANYU-SHI, SAITAMA 348-0071, JAPAN
Email: supportdesk@pinegethome.com
Phone: +81 (709) 236 92 83
Business Hours: Monday to Friday, 8:20 AM – 3:20 PM
We are committed to providing clear support and assistance at every stage to ensure a smooth shopping experience across Australia.
