Return, Exchange, or Refund Policy

1. Return Period

Customers may request a return or exchange within 25 calendar days from the date the order is received.

Requests submitted after this period cannot be accepted.

2. Conditions for Returns and Exchanges

To qualify for a return or exchange, all of the following conditions must be met:

• The item must be unused, in original condition, and free from damage caused by improper handling.

• The item must be returned in its original packaging, including all accessories, instructions, and any tags provided at delivery.
  

• Items produced to order or customised based on customer specifications are not eligible for return or exchange.
  

• Products damaged due to misuse, incorrect installation, or insufficient care are not eligible for return or exchange.
  

The store reserves the right to decline any return or exchange that does not meet these conditions.

3. Return Process

To begin a return request, customers must follow the steps below:

Contact the store’s customer support team and provide the order number along with the reason for return.
Once the request is reviewed, further instructions will be provided.

A pre-printed return label is included inside the parcel. Customers will receive the return label together with the goods upon delivery and may use it directly for returning the item.

To complete the return:

Attach the provided return label to the package.
Return the item preferably in its original packaging with all included components.
Using a trackable shipping service is recommended to ensure safe delivery.

4. Exchange Process

We do not support exchanges. If a customer wishes to exchange an item for a different model or variation:

• Complete the return process as outlined above.

• Place a new order through the website for the desired item.

This process ensures accurate stock availability, clear pricing, and efficient order handling.

5. Refunds

Once the returned item has been received and inspected, customers will be informed of the outcome.

If the return is approved:

Refunds will be issued using the original payment method, unless otherwise agreed.
Refunds are usually processed within 2–7 business days after the returned item has been received and verified.
The time for funds to appear in the customer’s account may vary depending on the payment provider or financial institution.

6. Damaged or Incorrect Items

If an item arrives damaged or incorrect, customers must contact the store’s customer support team within 7 days of delivery and provide clear photographs of the item and, where possible, the packaging.

After assessment, we will arrange one of the following:

Return or collection instructions for the affected item and dispatch of a replacement at no additional cost.

If a replacement item is unavailable, a full refund will be issued.

7. Exceptions to Returns and Exchanges

Returns or exchanges are not accepted for:

Custom-made or personalised items.
Other exclusions permitted under applicable Australian regulations.

8. Policy Updates

This policy may be updated to reflect operational improvements or regulatory requirements.

Any revised version becomes effective once published on the website and applies to orders placed thereafter.

9. Contact Information

For enquiries regarding returns, exchanges, or refunds, please contact us using the details below.

Address: APT BLK 682 CHOA CHU KANG CRESCENT #02-512, SINGAPORE 680682, SINGAPORE
Phone: +65 (871) 33791
Email: relationship@pinemyly.com
Business Hours: Monday to Friday, 8:00 am – 3:00 pm (excluding public holidays)