Refund policy

 

RETURN & REFUND POLICY

Thank you for shopping with Pine Express. We want you to love your
Pine Express Christmas Tree Train. If you are not completely satisfied
with your purchase, we're here to help.

RETURN WINDOW
You have 30 days from the date your order is delivered to request a
return.

ELIGIBILITY
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging, with all parts and accessories included
- Accompanied by proof of purchase (order number or receipt)

DAMAGED OR BROKEN ON ARRIVAL — REFUND GUARANTEED
If your product arrives broken, damaged, or defective, you are entitled
to a full refund or a free replacement — your choice. Simply email us at
pine.express.official@gmail.com within 7 days of delivery with your order
number and a photo or short video showing the damage. Once confirmed, we
will issue your full refund or ship a replacement at no cost to you. You
will not be asked to pay return shipping for broken or defective items.

NON-RETURNABLE ITEMS
The following cannot be returned or refunded:
- Items marked as "Final Sale" or "Clearance"
- Gift cards
- Items returned more than 30 days after delivery
- Items damaged due to misuse, improper assembly, or normal wear

HOW TO START A RETURN
1. Email us at pine.express.official@gmail.com with your order number
   and the reason for your return.
2. Our team will review your request and respond within 2 business days.
3. If approved, we will send you the return address and instructions.

Please do NOT send any item back before receiving return approval and
a return address from us. Returns sent without authorization may not be
accepted.

RETURN SHIPPING COSTS
For change-of-mind returns, customers are responsible for return shipping
costs, and original shipping charges are non-refundable. For items that
arrive damaged, defective, or incorrect, return shipping and refunds are
fully covered by us. We recommend using a trackable shipping service, as
we cannot guarantee receipt of items shipped without tracking.

REFUNDS
Once we receive and inspect your return, we will notify you of the
approval or rejection of your refund within 3 business days. If approved,
your refund will be processed to your original payment method within
5-10 business days. Please note it may take additional time for your
bank or card issuer to post the refund.

EXCHANGES
We're happy to offer exchanges for items that arrive damaged or
defective. Contact us at pine.express.official@gmail.com to arrange an
exchange.

LATE OR MISSING REFUNDS
If you haven't received your refund after 10 business days, first check
your bank account again, then contact your card company. If you've done
this and still have not received your refund, please contact us at
pine.express.official@gmail.com.

CONTACT
Pine Express
Email: pine.express.official@gmail.com