Refund policy
# Return & Refund Policy
At PINEAA, we carefully handcraft and pack every wall clock before dispatch. We want you to receive your order in perfect condition. If you are not satisfied with your purchase or receive an incorrect or damaged product, you may request a return within **3 days of receiving your order**, subject to the conditions mentioned below.
1. Return Eligibility
To be eligible for a return:
* The return request must be raised within **3 days of delivery**.
* The wall clock must be unused and in the same condition in which it was received.
* The product must be returned in its **original packaging**, including all accessories and components provided with the order.
* The product should not have any signs of damage, alteration, installation, misuse, or physical wear.
* You must provide your **order details and proof of purchase** when requesting a return.
Because our wall clocks are carefully handcrafted, products that have been modified, repaired, damaged, or altered after delivery may not be eligible for return.
2. How to Request a Return
To request a return, please contact us at:
**Email:** [team.pineaa@gmail.com](mailto:team.pineaa@gmail.com)
Please include:
* Order number
* Name used while placing the order
* Reason for the return
* Clear photographs/videos of the product, if applicable
Our team will review the request and confirm whether the return is approved.
**Please do not send the product back before receiving confirmation from PINEAA.** Returns sent without prior approval may not be accepted.
3. Damaged or Defective Products
Please inspect your wall clock carefully when you receive your order.
If the product arrives:
* Damaged
* Defective
* Broken
* With missing components
* Different from the product ordered
please contact us **as soon as possible and within 3 days of delivery**.
For damaged or defective products, we may request clear photographs or a video of the product and its packaging so that we can evaluate the issue.
If the issue is confirmed to be a manufacturing defect, transit damage, or an incorrect product sent by PINEAA, we will provide an appropriate resolution, which may include a replacement or refund.
4. Return Shipping
For returns that are approved due to a **wrong, damaged, or defective product**, PINEAA will provide the necessary return instructions and, where applicable, arrange or bear the return shipping cost.
For returns requested for other eligible reasons, the return shipping cost may be the customer's responsibility.
The exact return instructions will be provided after the return request has been reviewed and approved.
5. Non-Returnable Situations
A return may not be accepted in the following situations:
- The return request is made after the **3-day return period**.
* The product has been used, installed, modified, repaired, or damaged after delivery.
* The product is returned without its original packaging or essential components.
* The product has been damaged due to improper handling, installation, storage, or use.
* The product is returned without prior approval from PINEAA.
* The product shows signs of intentional or accidental physical damage after delivery.
6. Refunds
Once the returned product is received and inspected, we will notify you whether your refund has been approved.
If the refund is approved:
* The refund will be processed to the **original payment method** used for the purchase.
* We will initiate the refund within **10 business days after the return has been received and approved**.
* The time taken for the amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
If you have not received your refund after the applicable processing period, please contact us at:
**[team.pineaa@gmail.com]**
7. Replacement
If you receive a damaged, defective, or incorrect wall clock, PINEAA may offer a replacement instead of a refund, depending on the nature of the issue and product availability.
If a replacement is not available or cannot be provided, an eligible refund may be offered.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing the order.
Once an order has been processed, dispatched, or handed over to the shipping carrier, cancellation may no longer be possible. In such cases, the order may be subject to our return policy.
## 9. Contact Us
For any questions regarding returns, refunds, damaged products, replacements, or cancellations, please contact us:
**PINEAA**
**Email:** [team.pineaa@gmail.com]
**Return Address:** Near Government Inter College (GIC), Srinagar, Uttarakhand – 246174, India
We review every return request individually and aim to provide a fair and transparent resolution.