1. General Introduction
The return and refund policy of Pinata.vn applies to all orders made on the website. The purpose of this policy is to ensure the best rights for customers when the product has issues or does not meet expectations, while also ensuring a transparent handling process.
2. Return Conditions
2.1 Eligible Products for Return
- Products received with technical defects, damage during shipping, or incorrect items compared to the order.
- Products that do not match the type, size, or color as described on the website.
- Customers must notify their return request within 3 days from the date of receipt.
2.2 Non-Returnable Products
- Products that have been used, unsealed, or no longer have original packaging or accompanying accessories.
- Products damaged due to improper storage, strong impact, or exposure to water.
- Complimentary items, promotional products, or pre-order items are not eligible for return.
3. Return Process
- Submit Request: Customers contact the Customer Service department via email at pinatafarmvn@gmail.com or phone number 082 721 0257, providing the order number, product photos, and reason for return.
- Confirmation: Within 24 hours, Pinata.vn will respond and guide customers on how to return the product.
- Shipping: Customers return the product to Pinata.vn’s warehouse as instructed; shipping fees will be borne by the responsible party or as agreed upon in advance with the customer.
4. Refund Procedure
- After receiving and inspecting the returned product (usually 1–3 business days), Pinata.vn will approve the return request.
- The refund will be transferred to the customer’s account/card within 7–10 business days from the approval date.
- Customers will receive a refund confirmation via email or SMS.
5. Shipping Fees and Additional Costs
- If the fault lies with Pinata.vn (defective product, wrong delivery), Pinata.vn will cover all return shipping costs.
- If the return is due to the customer (dislike, wrong selection), the customer will bear the return shipping and any arising costs (if applicable).
6. Processing Time
- Request confirmation: Within 24 hours of receiving information.
- Product inspection: 1–3 business days after the product arrives at the warehouse.
- Refund processing: 7–10 business days from approval date.
7. Support Contact
For any questions regarding the return and refund policy, please contact:
- Email: pinatafarmvn@gmail.com
- Phone: 082 721 0257
- Working hours: 08:00 – 18:00 (Monday – Saturday)
8. Policy Updates
Pinata.vn reserves the right to modify this policy at any time to comply with legal regulations and business practices. All changes will be announced on this page and take effect immediately upon publication.