All orders are subject to availability. If an order is received that cannot be filled, we will issues a refund for that item. Items in a cart are not reserved. Items that are ordered but where we are yet to receive the payment (via Internet banking) are also not reserved.
If for some reason, you are not happy with your order, please contact us by emailing hello@pinpals.co.nzalong with your order number to arrange for a store credit or exchange. Return postage costs must be covered by the customer, unless Pinpals reasonably agrees the item is faulty.
Return and Exchanges
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You must notify us within 7 days of receipt of goods if you would like to return an item by emailing hello@pinpals.co.nz
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You must return goods to us within 10 days of us replying to your return request.
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For courier damage we MUST be informed within 4 days of you receiving the goods.
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For non-delivery issues we must be notified as soon as possible. Our couriers are generally very good but every now and then we get a stray ticket on one of our packages that can confuse things for a few days. We are pleased to say we have so far had a 100% delivery record. Thanks PBT Couriers!
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To be eligible for a return, your item must be unused and in the same condition that you received it.
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Sale items are not returnable.
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You're responsible for returning the item at your own cost (unless the item is faulty). We strongly recommend a trackable shipping method.
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For exchanges, please include your order number and the items you want to exchange and for what product. Please note that you will be charged a shipping fee for the dispatch of the replacement item. Your item will be sent once we have received and checked your return.
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For faulty returns please include your order number, the faulty item and a photo so we can assess the issues and guide you through the process.
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Exclusions: Please note that as our bed heads are made to order, these are not returnable(unless your item is faulty).
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Colour discrepancies: We do our best to advertise our products accurately however we note that there are variances between colour settings on digital images. We are happy to send samples. Please make your choices carefully. If you would like a sample before purchasing please email us your contact details to hello@pinpals.co.nz
