Refunds and Exchanges

We want you to be completely satisfied with your purchase. If you are not satisfied with your item, you may apply refund or exchange within 7 days of receiving your order. To initiate a refund or an exchange, please contact our customer service team (customer@pinerelax.com).

Eligibility for Refund or exchange

To be eligible for a refund or an exchange, the item must be unused, in its original condition, and in the original packaging. the item is defective or damaged during shipping or unmatches your order choice.

If the item is in good condition and matches your order, a refund or an exchange cannot be requested.

how to apply

please send an email to our customer team (customer@pinerelax.com) within 7 days of receiving your items.

the application should include the information shown below:

1. at least 3 clear pictures and 1 video to show items’ defectiveness, damage, or unmatched evidence.

2. 1 clear picture to show your package that the tracking number and shipment information on IT.

3. your order number, order information, and payment information.

Processing Time

we are typically processed within 7-10 business days after we receive your email.

policy

we provide refund and exchange two options now. you can choose one option in both.

if you choose the refund option, Refunds will be issued to the original payment method. Shipping fees and tax are non-refundable. you keep the item and do not need to be returned.

if you choose the exchange option, please keep The item in unused and original condition, and in the original packaging. Please send the item back to the correct address that customer services provide to you. The customer is responsible for the shipping costs and tax (if have) for exchanging the item. we will send a new one after 7-10 business days of receiving the returned item and condition checking. if the returned item is defective or damaged, we cannot continually process your exchange, and we will refund half of the payment of this item to you (excluding Shipping fees and tax).

Customer Service

If you have any questions or need assistance with returns or exchanges, please do not hesitate to contact our customer service team (customer@pinerelax.com). We are here to help!