Return Policy

 

• By purchasing any Pinus Valley item or service, you are agreeing to our <Return Policy>.

 

Cancellations.

You can cancel an order within a 48 hour window of order placement, unless it is a custom item or special order processing fees may apply. If your order has already shipped (even if under 48 hours window), it cannot be canceled, and will be treated as a return. To request an order cancellation, please contact our team and be sure to include your name, address, Pinus Valley order number, items to be cancelled, and the reason for your cancellation. You will receive an email detailing your cancellation request, followed by another email detailing if the cancellation request was successful. Changes to lead time and backorder dates shall not constitute grounds to cancel an order.

Please be aware that if your order is already in route from its original location, it cannot be rerouted, redirected, or cancelled. Should you wish to return the item, please log-in to your account to initiate a return.

Note: Do not refuse delivery of non-damaged goods as this will result in a restocking fee. Additionally, delivery refusal may also result in the loss of your product and may negate the possibility of a refund. You may also be charged for round trip shipping costs.

If you wish to delete your order after more than 48 hours for some objective reasons such as a change in design, you will need to pay a 5%-20% processing fee. The specific rates are as follows:

1. Orders are non-customized products. A 5% of the order amount processing fee is charged.

2. Orders are customized products with simple modifications. A 15% of the order amount processing fee is charged.

3. Orders are fully customized products. A 25% of the order amount processing fee is charged.

 

Not Eligible for Return/Cancellation

1. Custom and built-to-order items
2. Floor models or Clearance Items
3. Large orders (single fixtures over $5,000, orders totaling over $5,000 on multiple quantities of the same fixture)
4. Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
5. Items not in resalable condition or items missing the original packaging
6. Items not purchased from Pinus Valley
7. Items not purchased by the original customer (we require the original purchase receipt)

Return & Refund Guidelines

We understand that sometimes, items you purchase are simply not right for your environment. They do not match your décor, or you simply do not like them. If you are unsatisfied with a product for any reason, you may return or exchange the item to Pinus Valley within 60 days of delivery (restocking fees may apply).

 

The following are the available return situations:

Case 1. Orders not delivered.
Case 2. The item is damaged due to transportation of the product.
Case 3. The item does not match the picture or description.
Case 4. The item in the warranty period of non-man-made quality problems.

 

Please follow the steps below for the above cases:

• Case 1. 

1. We will first assist you in contacting the carrier to file a complaint.
2. Obtain a case number from carrier.
3. Resend you a new item free of charge or a full refund.

 

• Case 2. 

Email us the following material to info@pinusvalley.com:

1. Unpacking video
2. Clear and complete photo of the damaged area

We will complete our assessment and notify you within 8 hours, and if the damage is determined to be caused by shipping, we will resend you a new item free of charge or initiate a partial or full refund.

 

• Case 3.

Email us the following material to info@pinusvalley.com:

1. Unpacking video
2. Clear and complete photo that not match the picture or description area

We will complete our assessment and notify you within 8 hours, and if it is deemed not to match the description or picture, we will resend you a new item free of charge or initiate a partial or full refund.

If upon our assessment, it is determined that the customer misunderstanding of the product image or description. For example, the customer's failure to notice the clearly marked content on the website. If customer still wish to request a return, please follow these steps:

1. Contact us to confirm the information of the nearest return address.
2. Arrange all parts in their original packaging and take a picture.
3. Seal the package and take a picture.
4. Send them out and take a picture of the shipping receipt, you will have to cover the transportation costs.
5. Send us an email with the above image and unpacking video to info@valleypinus.com

When the item arrives at our warehouse within 72 hours, we will evaluate the item and refund the full amount if it meets the criteria, otherwise we will deduct 2% to 30% of the total amount of the order for restoration cost based on the following:

1. Scratch marks on the surface of the item, deducting 2%-10% of the total amount of the order.
2. Missing parts, deducting 2%-30% of the total amount of the order.
3. The lamps does not work, deducting 5%-15% of the total amount of the order.
4. Lamps bent or broken, deducting 15%-30% of the total amount of the order.
5. Lamps have been installed, deducting 30% of the total amount of the order.

 

• Case 4.

Check if the item is under warranty and email us the following material to info@pinusvalley.com:

1. Unpacking video
2. Clear and complete photo of the area where the quality problem occurs

We will complete our assessment and notify you within 8 hours, and if considered a quality problem, we will resend you a new item free of charge or initiate a partial or full refund.

 

 

We are committed to making every customer's shopping experience at Pinus Valley a satisfying one. If you would like a clear and quick response, we suggest you send an email directly and we will reply within 8 hours.