Order Cancellation Policy

1. Scope of Application

This cancellation policy applies to all orders placed through the website and delivered within Australia.

This policy sets out the conditions and procedures for requesting order cancellations prior to dispatch in accordance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth), including provisions relating to consumer guarantees and fair trading obligations.

2. Cancellation Conditions

Customers may request cancellation of an order within a maximum of 24 hours from the time the order is confirmed, provided that the order has not yet been dispatched or handed over to the logistics provider.

• If the request is submitted within the specified timeframe and the order has not been dispatched, we will process the cancellation as soon as possible.
• Once the order has been dispatched or transferred to the logistics provider, cancellation will no longer be available.
• If the order has already been dispatched, the customer may follow the return procedure after receiving the parcel.

3. Cancellation Request Procedure

To request cancellation of an order, customers must complete the following steps:

Contact customer support and provide the order number and purchase date.

Wait for written confirmation from our team before considering the cancellation as completed.

If the order has not yet been dispatched, the cancellation will be processed promptly.

4. Refund Conditions & Processing

Once the cancellation request has been approved, the refund will be processed within 1–3 business days.

The refund will be issued using the same payment method selected at the time of purchase.

The actual time required for funds to be received may vary depending on the financial institution or payment service provider.

5. Contact & Customer Support

For assistance regarding cancellations, orders, or other enquiries, please contact:

Email: premiumsupport@pinemyhome.com
Phone: +81 (801) 702 88 15
Address: 407-10 NISHIHIRAI, NAGAREYAMA-SHI, CHIBA 270-0156, JAPAN
Business Hours: Monday to Friday, 7:45 AM – 4:15 PM
Service Area: Australia

Customer support is available during business hours to assist with order cancellations and general enquiries.