Refund policy

 

Last Updated: September 12, 2026

At Pinevica, we want our customers to have clear information about returns, refunds, exchanges, replacements, and order cancellations. This Refund Policy applies to eligible purchases made from Pinevica and delivered within the United States.

1. 30-Day Return Policy

Pinevica accepts eligible return requests within 30 days from the date your order is delivered.

To be eligible for a return, the product must:

  • Be unused, unmodified, and in its original condition.

  • Include the original parts, accessories, and components.

  • Be returned with its original packaging and tags, when applicable.

  • Include proof of purchase, such as your order number, order confirmation, or receipt.

Reasonable inspection of a product to determine whether it is damaged or defective will not, by itself, make the product ineligible for return.

Return requests submitted after the 30-day return period may not be accepted.

2. Eligible Returns

Eligible returns may include both non-defective products and products affected by a product or order-related problem.

Product or fulfillment issues may include:

  • Products damaged during delivery.

  • Defective products.

  • Incorrect products received.

  • Missing parts or components.

  • Products that are materially different from the product description or order details.

A non-defective product may also be eligible for return if it meets the requirements described in this policy.

3. How to Request a Return

Please contact Pinevica Customer Support before returning any product.

Email: support@pinevica.com
Phone: +1 (661) 231-9201

When contacting us, please provide:

  1. Your order number.

  2. The product you want to return.

  3. The reason for your return.

  4. Photos, videos, or other supporting information when relevant to the issue.

For damaged, defective, incorrect, or incomplete orders, please contact us as soon as possible after delivery so we can review the issue.

After reviewing your request, our customer support team will provide the appropriate return instructions and return destination when a physical return is required.

Approved physical returns must be sent by mail.

Please do not send a return to our business address unless Pinevica Customer Support specifically instructs you to do so.

4. Return Shipping Costs

For an eligible non-defective return, the customer is responsible for the return shipping costs.

Customer-paid return shipping costs for non-defective products are not reimbursed.

Pinevica will cover the applicable return shipping cost when an approved return results from:

  • A damaged or defective product.

  • An incorrect product being delivered.

  • Missing parts or components.

  • A product that is materially different from its description or order details.

5. Restocking Fee

Restocking Fee: $0

Pinevica does not charge a restocking fee for returns accepted under this Refund Policy.

6. Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives damaged, defective, incorrect, or incomplete, contact Pinevica Customer Support and provide your order information.

To evaluate the issue, we may request supporting information such as:

  • Clear photographs of the product.

  • Photographs of the packaging and applicable product labels or tags.

  • Photographs or video showing the reported damage, defect, incorrect item, or missing components.

After reviewing the information provided, an approved resolution may include:

  • A replacement at no additional cost; or

  • A refund to the original payment method.

The available resolution will depend on the circumstances of the order and product availability.

7. Exchanges and Replacements

Customers may request an exchange or replacement for an eligible product.

For an eligible non-defective exchange, the customer is responsible for returning the original product and paying the applicable return shipping cost.

When an exchange or replacement is approved because of a damaged or defective product, incorrect item, missing components, or another verified fulfillment issue attributable to Pinevica, the customer will not be charged an additional product or standard shipping fee for the approved replacement.

All exchanges and replacements are subject to product availability.

If the requested replacement or exchange product is unavailable, Pinevica may provide another appropriate resolution, including a refund when applicable.

8. Returns That May Not Be Accepted

Pinevica may decline a return if:

  • The return request is submitted after the applicable 30-day return period.

  • The product has been used beyond what is reasonably necessary to inspect a reported problem.

  • The product was altered or modified after delivery.

  • The product was damaged through misuse, improper handling, installation, or storage after delivery.

  • Parts, accessories, or components are missing for reasons unrelated to the original shipment.

  • The product otherwise fails to meet the return eligibility requirements described in this policy.

We may request reasonable supporting information when necessary to verify a reported product, order, or delivery issue.

9. Return Inspection

When a physical return is required, Pinevica will review the returned product after it is received.

The inspection may include:

  • The condition of the returned product.

  • Included parts, accessories, and components.

  • Original order information.

  • The stated reason for the return.

If the return is approved following inspection, the applicable refund will be issued according to the terms below.

10. Refunds

Approved refunds will be issued to the original payment method used for the purchase.

Refunds are generally processed within 14 business days.

For a returned product, the refund processing period begins after Pinevica receives and inspects the returned product.

If Pinevica determines that a physical return is not required, the refund processing period begins after the refund request is approved.

When applicable, we will send confirmation after the refund has been processed.

Please note that your bank, credit card issuer, or payment provider may require additional processing time before the refunded amount appears in your account. This additional processing time is outside Pinevica's control.

11. Order Cancellations

If you need to cancel an order, contact Pinevica Customer Support as soon as possible and provide your order number.

An order may be canceled only if it has not entered processing or been shipped.

Because orders may begin processing shortly after they are placed, we cannot guarantee that every cancellation request can be completed.

If an order can no longer be canceled, you may request an eligible return after delivery in accordance with this Refund Policy.

Any refund resulting from an approved order cancellation will be issued to the original payment method.

12. Contact Information

If you have questions about a return, refund, exchange, replacement, cancellation, or an order-related issue, please contact Pinevica Customer Support.

Business Name: Pinevica
Email: support@pinevica.com
Phone: +1 (661) 231-9201
Business Address: 8375 Sultana Ave, Fontana, CA 92335, United States

Customer Support Hours

  • Monday–Friday: 9:00 AM–5:00 PM Pacific Time

  • Closed: Weekends and U.S. public holidays

  • Messages received while customer support is closed will be reviewed on the next business day.

Response Time

  • Email Response: Within 24 business hours, Monday–Friday

  • After-Hours Messages: Answered on the next business day

  • Order Support: Please include your order number for faster assistance.