Refund policy
If returned products are not returned in its original packaging and condition it will not be refunded. (Please note that the products packaging and labels MUST also be returned in the original and a resell-able condition, if not done so, it will incur refusal or deduction in the final refund)
Fabric products must be returned to us neatly folded, failure to do so will incur a laundering fee. Fabric products that have been used and washed cannot be returned and we cannot offer a refund.
Bedding and blankets cannot be returned and refunded once removed from packaging due to hygiene reasons. If Pine + Pear suspect that an item has been removed, we reserve the right to refuse a refund.
Customer is responsible for returns postage. We ask customers to send return using a tracked service. Please keep proof of postage as we cannot be held responsible for anything that gets lost or damaged in transit during your parcels return to us.
We highly recommend all shelf returns use a 24 hour delivery service to ensure a safe arrival.
All returns must be verified/agreed with by Pine and Pear before returning. (Please include order details with parcel).
If an unlikely circumstance occurs where your order is damaged or faulty, customers must report it to Pine + Pear within 7 days of receiving their order. Failure to do so within the given timeframe, Pine + Pear will no longer be able to offer a replacement or refund.
Customers will be asked to provide supporting photographs and/or videos, failure to provide supporting evidence of damage/faults to parcel/products may result in refund/return being refused. Once the supporting evidence has been reviewed, Pine + Pear will work with our customer to come to a relevant resolution.
We ask customers to assess product/s prior to gifting/using and report any faults or damages within 7 days of receiving their order. All damaged/faulty products MUST be returned to Pine + Pear prior to replacements being sent.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this we will not offer a replacement or refund.
Unfortunately Pine + Pear does not offer a return or exchange on any 'made-to-order' and personalised product(s) so please bear this in mind when placing your order with us. If you have any problems with your order please email us at hello@pineandpear.co.uk
International returns must ensure that their order is marked as "return of goods" failure to do so may result in your parcel being returned back to you by your chosen delivery provider. Any custom fees or duties paid by the customer cannot be refunded by Pine + Pear, it is the customers responsibility to enquire with their countries boarders and customs whether they are able to reclaim these fees. In some cases these paid fees may not be refundable. (Please note, rules can vary by country)
Packages returned to us after delivery attempts, parcels uncollected from parcel office, parcels refused by recipient and/or custom charges are not paid by the recipient, will not be refunded. However, if you would like your order to be resent, buyer will be expected to pay the redelivery postage.
Returns Labels - When a Royal Mail returns label is created by Pine + Pear you will have 7 days to post your return to us. If the returns label is not used within the 7 days from the day of creation, the label will expire. Pine + Pear can create another label however this will be at the expense of the customer. (Please note Pine + Pear will only make returns labels in exceptional circumstances. Customers are expected to organise returns for a unwanted item).
If their is an issue with your order please contact us via email - hello@pineandpear.co.uk
Return Address: