Order Cancellation Policy

1. Order Cancellation Conditions

This cancellation policy provides customers with clear and transparent guidance for managing orders placed through the website, ensuring a secure and reliable shopping experience within Australia in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

Customers may request order cancellation under the following conditions:

• If the request is submitted within 24 hours of order confirmation and the order has not yet been dispatched, the cancellation will be accepted and a full refund will be issued.
• If the order has already been dispatched or the 24-hour period has passed, cancellation is no longer available. In this case, the customer may request a return by following the store’s return procedure.

2. Request Procedure

To request order cancellation, customers must submit a request via email within the specified timeframe. The request must include the following information:

Order number
Full name of the purchaser
Proof of payment or order confirmation

Our store will review the request and confirm receipt and status as soon as possible.

3. Refund Processing

Once the cancellation request is approved, the refund will be processed under the following conditions:

The refund will be issued using the original payment method used for the purchase.
Refunds will be processed within 2–3 business days after approval.
Actual processing time may vary depending on the payment provider or financial institution.

Customers will receive a notification once the refund has been completed.

4. Customer Support

For any enquiries related to order cancellations or associated procedures, please contact our store using the details below:

Email: partnership@pineuplab.com
Phone: +81 (709) 384 29 09
Address: A101, PARK HEIM, 3-17-13 HIGASHIYAMATA, TSUZUKI-KU, YOKOHAMA-SHI, KANAGAWA 224-0024, JAPAN
Business Hours: Monday to Friday, 8:50 AM – 3:50 PM
Service Area: Australia

We recommend contacting us via email for faster and more efficient handling of requests.