Refund policy

Handcrafted Product Variation Disclaimer


All of our products are handcrafted from natural linden wood. Due to the handmade nature and the inherent characteristics of natural wood (including grain, color, texture, and minor size variations), the actual item may differ reasonably from the product images. Such differences are normal and are not considered quality defects. By placing an order, you acknowledge and accept this characteristic; therefore, returns or refunds based solely on “not matching the picture” will not be accepted. (This provision does not affect your legal rights for genuine defects, damage, or incorrect items.)


30-Day Return Period

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.


Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You'll also need the receipt or other proof of purchase.


How to Initiate a Return

To start a return, please email us at  pineaura.shop@gmail.com. Please include your order number and the reason for your return.

  • For defective, damaged, or incorrect items:
    Please attach clear photos or a short unboxing video if possible. This helps us determine the issue and resolve your claim more efficiently. If no photos or videos are available, we may request that the item be returned to us (at our expense) for inspection, before we can determine the appropriate course of action. We may be unable to approve a refund, replacement, or other remedy until the reported issue can be reasonably verified through the documentation provided or inspection of the returned item.
  • For all other returns (e.g. change of mind):
    Simply email us with your order number, and we will provide return instructions and the return address.

Return Address


Yuhong District, Shenyang, Liaoning, China.
Please confirm the complete return address with us via email before shipping your item. Returns sent without prior authorization may not be accepted.

Order Address Confirmation

If the shipping address you provided differs from your billing address, we may send you an address confirmation email. You are required to reply within 48 hours of receiving that email to confirm or update your information. If the order was not placed by you, or if the address was entered incorrectly, please inform us via email within the same time frame. If we do not receive a reply within 48 hours, we will deem that the order was placed by you and that you have confirmed the shipping address as accurate. We will then proceed to ship to that address. Any delivery issues arising from your failure to reply in time (such as returned packages, loss, or delays) shall be your sole responsibility.

Return Shipping Costs & Fees

  • If the return is due to our error (such as a defective, damaged, or incorrect item), we will cover the return shipping cost, and you may choose either a full refund (including original shipping fee) or a free replacement.
  • If the return is for personal reasons (e.g., change of mind or wrong size), the customer is responsible for all return shipping costs, and the original shipping fee is non-refundable.
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Lost Return Shipment


Customers are responsible for ensuring that returned items are shipped using a reliable and trackable shipping service. We are not responsible for returned items that are lost, damaged, or delayed in transit before they are received by us. We recommend keeping your shipping receipt and tracking information until your return has been processed.

Two Return Scenarios

  • Scenario A — Quality Issue (Defective, Damaged, or Wrong Item):
    If your item has a genuine quality issue, we take full responsibility. You are entitled to choose a full refund (including original shipping fee) or a free replacement. We will also cover the return shipping cost where a return is required. Please contact us as soon as possible; providing photos or videos helps us process your request more quickly.
  • Scenario B — Non-Quality Return (Change of Mind, Wrong Size, etc.):
    If you wish to return an item for personal reasons, the customer is responsible for all return shipping costs, the original shipping fee is non-refundable, and the item must be returned in its original, unused condition with all original packaging and tags.

Order Cancellation


If you wish to cancel your order, please email pineaura.shop@gmail.com within 24 hours of placing your order. We will do our best to cancel it before dispatch and issue a full refund. Cancellation requests submitted after 24 hours may not be accommodated if the order has already been processed or shipped.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)
  • Custom or personalized products
  • Personal care goods (such as beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Gift cards

Sale Items
Items marked as "Sale" or purchased at a discount are subject to the same return eligibility requirements as regular-priced items. If a sale item arrives defective, damaged, or not as described, you are entitled to the same remedies as any other purchase.

Orders Shipped to Singapore
Nothing in this policy limits your statutory rights under the Consumer Protection (Fair Trading) Act, including the Lemon Law. You retain the right to request a repair, replacement, or refund for defective goods within 6 months of delivery, regardless of any discount applied.

Exchanges

  • For quality issues: Please contact us directly, and we will arrange either a replacement or a full refund.
  • For personal reasons: The fastest solution is to return the item (at your own expense). Once your return has been accepted, you may place a new order for the desired item.

Refunds


Once we receive and inspect your returned item, we will notify you of the outcome. If your refund is approved, we will issue it to your original payment method within 7 business days. You will receive a confirmation email once the refund has been processed on our side. Please note that your bank or credit card provider may require an additional 3–10 business days to post the refund to your account. If more than 10 business days have passed since you received our refund confirmation email and you have not yet received your refund, please contact us at pineaura.shop@gmail.com.