1. Return Conditions
Our store is committed to providing a clear, reliable and transparent shopping experience. This policy applies to all orders placed through the website with delivery within Australia, in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).
Customers may request a return within 15 days after receiving the order.
To be eligible, items must meet the following conditions:
- Items must be in original condition, unused and free from damage
- Items must be returned in original packaging with all included accessories
- The return must include the order number and reason for return
- The item must be returned using the return shipping label included in the package
A return shipping label is included inside the package upon delivery.
Any item that does not meet these conditions will not be eligible for a refund.
2. No Direct Exchange Service
To ensure efficient logistics handling, we do not provide direct product exchanges.
If a customer wishes to obtain a different product or variation, a new order must be placed after the refund has been completed.
3. Order Cancellation
Orders that have not yet been dispatched may be cancelled within 24 hours of confirmation.
Once an order has been dispatched, any request must follow this return process.
4. Return Request Procedure
To initiate a return or refund request, customers must:
Send an email including the order number and reason for the request
Wait for confirmation and return instructions
Prepare the parcel and return the item using the return label included in the original shipment
Our store will assist throughout the process to ensure clear and efficient handling.
5. Return Shipping Costs
If the return is due to a defective product or damage during delivery, return shipping costs will be covered by the store.
If the return is due to personal reasons, such as preference, size or model selection, return shipping costs will be the responsibility of the customer.
Using a trackable shipping service is recommended for secure delivery.
6. Inspection and Refund Timeframe
Once the returned item is received, it will be inspected to confirm compliance.
If approved, the refund will be processed within 2–3 business days using the original payment method.
The final processing time may vary depending on the customer’s financial institution.
7. Limitations and Special Cases
Returns are not accepted for the following items:
Customised or made-to-order products
Used, damaged or incomplete items
Items returned after the 15-day return period
If a return does not meet the required conditions, the customer will be notified and the item may be returned at the customer’s expense.
8. Customer Support
For any enquiries regarding returns or refunds, 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 are committed to ensuring transparency, fairness and support throughout the return and refund process.
