Return, Exchange, or Refund Policy

1. Introduction

This returns and refunds policy outlines the conditions and procedures for returning items purchased through the website and delivered within Australia.

This policy is established in accordance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth), including provisions relating to consumer guarantees, returns, and remedies.

2. Change of Mind Returns & Conditions

Customers may request a return within 15 days after receiving the order.

Return requests will only be accepted if the product:

• is in original condition, unused and not damaged;
• is returned with original packaging, accessories, and instructions where applicable;
• includes the corresponding order number.

Products showing signs of use, assembly, or damage will not be accepted.

A return shipping label is included inside the parcel at the time of delivery.

3. Returns & Exchanges Handling

To ensure proper inspection, we do not provide direct product replacements.

Each returned item will be individually inspected after receipt.

If the customer wishes to obtain a different item, a new order may be placed through the website after the refund has been confirmed.

4. Return Request Procedure

To initiate a return request, customers must follow these steps:

Contact customer support and provide the order number.

Wait for confirmation and corresponding instructions.

Send the item following the provided instructions.

Once the returned item is received and verified, the refund will be processed according to the stated conditions.

5. Return Costs

Under standard conditions, return shipping costs are the responsibility of the customer, except where the received product is incorrect or damaged.

Customers are advised to use an appropriate shipping method for returns. We are not responsible for loss or damage occurring during return transit.

6. Refund Processing Time

After receiving and verifying the returned item, the refund will be processed within 1–3 business days.

The refund will be issued using the original payment method.

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

7. Contact & Customer Support

For assistance regarding returns, exchanges, or refunds, 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 returns and general enquiries.