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Terms of Service

 

This Service Policy explains the basic rules under which Pinenestsy (“we”, “us”, or “our”) provides online shopping and related services to users through this website. Before using our website or services, please read and understand this policy carefully.

1. Introduction and Scope of Application

This policy applies to your access to, browsing of, and use of our website, including but not limited to product viewing, order placement, payment, delivery, and after-sales services.This policy applies exclusively to online service scenarios provided through this website.

2. User Information and Website Responsibilities

You are responsible for ensuring that all information you provide during use of the website is true, accurate, and complete.We will take reasonable measures to maintain the normal operation of the website; however, we are not responsible for temporary interruptions caused by factors beyond our reasonable control.

3. Product Information, Availability, and Pricing

We make reasonable efforts to ensure that product descriptions, inventory availability, and pricing displayed on the website are accurate.We reserve the right to modify product information, inventory levels, and prices at any time due to system updates or other operational needs.

4. Orders and Payment

Once an order is successfully placed and payment is completed, an order record will be generated.Only orders with successful payment will be processed.We reserve the right to refuse or cancel orders in reasonable circumstances, including but not limited to inventory errors, pricing inaccuracies, or risk control requirements.

5. Shipping Policy

  • Delivery Area

We currently deliver within Australia only. International shipping is not available at this time.

  • Shipping Fees

    • Orders of AUD 90 or more (including AUD 90) qualify for free shipping

    • Orders below AUD 90 are subject to a flat shipping fee of AUD 9.99

  • Order Processing Time

Orders are processed and dispatched within 1–3 business days after successful payment (excluding public holidays).

Shipping Methods and Delivery Time

We primarily use local Australian carriers, including Australia Post, StarTrack, and Toll.

Delivery is estimated to take 6–10 business days after dispatch. Actual delivery times may vary depending on location and peak periods. Remote areas may experience longer delivery times.

Order Cut-off Time

Orders are processed Monday to Friday, 9:00 AM – 6:00 PM (AEST/AEDT).Orders placed after 6:00 PM or on non-business days will be processed on the next business day.

For more details, please refer to our Shipping Policy page.

6. Order Cancellation Policy

Orders may be cancelled within 48 hours of placement, provided the order has not entered the shipping process. Once an order has been dispatched or handed over to the carrier, cancellation is no longer possible.

Please review product details, quantities, and delivery information carefully before submitting your order. If changes are required, contact customer service as soon as possible.

For full details, please refer to our Order Cancellation Policy.

7. Returns and Exchanges Policy

You may request a return within 40 days from the date of receipt if the product has visible defects, quality issues, abnormal odour, significant colour variation, or if an incorrect item was delivered.

  • How to Apply

Please contact us by email or phone and provide your order number, proof of payment, and the reason for return. Photos or videos may be required. Once approved, we will provide return instructions and the return address.

  • Return Conditions

Returned items must include all accessories and materials and be sent back in the original packaging. Incomplete packaging or damaged items may affect return processing.

  • Processing Time

We will complete inspection and process the return or replacement within 1–3 business days after receiving the returned item.

  • Return Shipping Costs

    • If the return is due to product defects or incorrect shipment, return shipping costs will be covered by us.

    • For other reasons, return shipping costs are the responsibility of the customer.

For more information, please refer to our Returns & Exchanges Policy.

8. Refund Policy

If an order qualifies for a refund, it will be handled as follows:

  • Refund Process: Refunds will be initiated after the return or relevant processing is completed and confirmed.

  • Refund Method: Refunds will be issued to the original payment method used (e.g. Visa, MasterCard).

  • Processing Time: Refunds are typically processed within 1–3 business days. Actual posting times may vary depending on the issuing bank or payment provider.

If you do not receive your refund within a reasonable timeframe, please contact us for assistance.

9. Dispute Resolution and Governing Principles

In the event of a dispute, we encourage resolution through good-faith communication.This policy is governed by applicable Australian laws and does not limit any rights you may have under Australian Consumer Law (ACL).

10. Privacy and Data Protection

We are committed to protecting your personal information.Details regarding the collection, use, and storage of personal data can be found in our Privacy Policy.

11. Intellectual Property

All content on this website, including text, images, designs, and other materials, is protected by applicable intellectual property laws.Unauthorized copying, distribution, or use of website content is prohibited.

12. Limitation of Liability

To the extent permitted by law, we are not liable for indirect or consequential losses arising from the use of, or inability to use, this website or its services.Nothing in this policy affects your statutory rights.

13. Amendments to This Policy

We may update this Service Policy from time to time to reflect operational or legal changes.Any updates will be published on the website and will take effect upon publication.

14. Contact Us

If you have any questions regarding this Service Policy or our services, please contact us through the contact details provided on our website:

Address: 842 N 650 W, RENSSELAER, IN 47978, United States
Telephone: +1 (315) 876-8961
Email address: support@pinenestsy.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)