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Refund Policy
Last Updated: November 2025
At pinly, we are committed to providing a positive shopping experience and excellent customer service. If for any reason you are not completely satisfied with your purchase, this Refund Policy explains your rights and the process for requesting a return, replacement, or refund.
This policy applies to all purchases made through our website and should be read together with our Terms of Service, Shipping Policy, and Privacy Policy.
1. Our Return Policy
Customers may request a return within 30 calendar days of receiving their order.
To be eligible for a return, the product should:
- Be unused or only handled to the extent necessary for inspection.
- Be returned in its original condition.
- Include the original packaging whenever reasonably possible.
- Include any accessories, manuals, cables, or additional components supplied with the product.
- Be accompanied by proof of purchase or the original order confirmation.
Returns requested after the 30-day return period may not be accepted unless required by applicable consumer protection legislation.
2. How to Request a Return
Before returning any product, customers must first contact our customer support team.
Submitting a return request before sending the item helps us verify the order, assess eligibility, and provide the appropriate return instructions.
Please include the following information when contacting us:
- Your order number.
- Your full name.
- A brief description of the reason for the return.
- Photographs where applicable (for damaged, defective, or incorrect products).
Items returned without prior communication may experience delays in processing.
3. Return Conditions
Returned products will be inspected after arrival to confirm that they meet the conditions of this policy.
Products may not qualify for a full refund if they:
- Show signs of excessive use.
- Have been damaged after delivery due to misuse.
- Are missing important components.
- Are returned incomplete.
- Have been modified or repaired without authorization.
Normal inspection necessary to evaluate the product will not normally affect return eligibility.
4. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or differs from the item ordered, please contact us as soon as reasonably possible after delivery.
To assist our investigation, we may request:
- Photographs of the product.
- Photographs of the packaging.
- Your order number.
- A description of the issue.
Once reviewed, we will work with you to provide an appropriate solution, which may include a replacement, repair where appropriate, partial refund, or full refund depending on the circumstances.
5. Incorrect Orders
If you receive the wrong product, please notify us promptly.
Following verification, we will provide instructions for resolving the issue as quickly as possible.
6. Exchanges
If you would like to exchange an item for another product, please contact our support team before placing a new order.
Exchange availability depends on stock levels and product availability at the time your request is processed.
7. Non-Returnable Items
Some products may not be eligible for return due to their nature, safety requirements, hygiene considerations, or applicable regulations.
Examples of items that may not be accepted for return include:
- Products that have been used, installed, or altered beyond normal inspection.
- Personalised or customised products made specifically for the customer.
- Items that cannot be returned due to health, hygiene, or safety reasons once opened.
- Products damaged due to improper handling or misuse after delivery.
- Items returned without required accessories, parts, or original components.
If you are unsure whether your product qualifies for a return, please contact our customer support team before sending the item back.
8. Sale Items and Promotional Products
Unless otherwise stated, items purchased during promotional periods or special offers may still qualify for return in accordance with this Refund Policy.
Any specific exceptions relating to promotional products will be clearly communicated at the time of purchase.
9. Return Shipping Costs
Unless the item received is damaged, defective, incorrect, or a mistake has occurred on our behalf, customers may be responsible for the cost of returning an item.
Original shipping charges are generally non-refundable unless:
- The product received was incorrect.
- The product arrived damaged.
- The product was confirmed to have a manufacturing defect.
- Refund is required under applicable consumer protection law.
We recommend using a tracked shipping service when returning products, as we cannot be responsible for items lost during return transit before they reach our facility or designated return location.
10. Refund Approval Process
Once your returned item has been received and inspected, we will notify you regarding the outcome of your refund request.
If your return is approved:
- The refund will be processed using the original payment method.
- You will receive confirmation once the refund has been issued.
- Your bank or payment provider may require additional processing time before funds appear in your account.
If a return does not meet the requirements of this policy, we will contact you with further information regarding the available options.
11. Refund Processing Times
Approved refunds are normally processed within 10 business days after the return has been received and approved.
Please note that the time required for funds to appear in your account may vary depending on:
- Your bank.
- Your credit card provider.
- Your payment method.
- International payment processing times.
If you have not received your refund after the expected processing period, please contact our support team and we will assist you.
12. Order Cancellation Requests
Customers who wish to cancel an order should contact us as soon as possible after purchase.
We will make reasonable efforts to accommodate cancellation requests before the order enters the fulfilment or dispatch process.
Once an order has been processed, packed, or shipped, cancellation may no longer be possible.
In such cases, customers may request a return after delivery in accordance with this Refund Policy.
13. Consumer Cancellation Rights
Customers located in certain regions may have additional legal rights regarding cancellation and returns under applicable consumer protection laws.
Where mandatory consumer rights apply, those rights will always remain unaffected by this Refund Policy.
Nothing within this policy is intended to remove or reduce any statutory rights available to consumers.
14. Late or Missing Refunds
If you have been notified that your refund has been approved but have not received it within the expected timeframe, please follow these steps:
- Check your bank account or payment provider statement again.
- Contact your bank or card provider, as processing delays may occur.
- If the issue continues, contact our customer support team with your order details.
We will investigate and provide assistance where required.
15. Contact Information
For questions regarding returns, refunds, exchanges, or order issues, please contact our customer support team.
pinly
Operated by:
GREEN INNOVATION SOLUTIONS COMPANY LTD
Company Number:
13143754
Registered Address:
Unit 5, Sanford House,
Skipper Way,
Little Paxton,
St. Neots,
England,
PE19 6LT
Telephone:
+44 7830 775233
16. Related Policies
For additional information, please review:
Thank you for choosing pinly. We are committed to providing a transparent shopping experience and supporting our customers throughout their purchase journey.