Refund policy

Lighting sets the mood for your entire home, and at PinusValley, we want to ensure you find the perfect match for your space. If the fixture you ordered isn't quite what you envisioned, or if it arrives with any issues, we are here to help you resolve it smoothly.

Please review our comprehensive return and refund guidelines below.

Our 30-Day Return Guarantee

You have 30 days from the date your order is delivered to request a return. We encourage you to inspect your lighting fixtures as soon as they arrive to ensure they meet your expectations.

Eligibility for Returns

To qualify for a return or exchange, the lighting fixture must meet the following criteria:

Condition: Uninstalled, new condition. It must not have been hardwired, modified, or damaged during an attempted installation.
Packaging: All returns must be sent back in their original, undamaged packaging, including all hardware, accessories, and instruction manuals.

Return Shipping & Fees: Two Scenarios

1. Damaged, Defective, or Incorrect Items. Given the fragile nature of lighting, damages can occasionally happen in transit. If your item arrives broken, defective, or if we sent the wrong fixture:

Contact us immediately with clear photos of the damaged item and the shipping box.
We will cover 100% of the return shipping costs and provide a prepaid shipping label.
You will receive a full refund or a free replacement—no restocking fees will be applied.

2. Standard Return: If the light fixture works perfectly but you simply changed your mind, or it doesn't fit your interior design:

You will need to return the package to our warehouse yourself and responsible for the return shipping costs.
A restocking fee of 10% of the order amount will be deducted from your final refund. This nominal fee covers the careful inspection, repackaging, and handling required to safely return lighting products to our inventory.

The Return Process

Getting your return started is simple. Just follow these steps:

Request Authorization: Send an email to sales@pinusvalley.com with your Order ID and the reason for your return.
Get Your Instructions: Our team will reply within 1 business day with your Return Authorization and the exact shipping address for our warehouse.
Pack Carefully: Please pack the fixture securely in its original box. We highly recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged during the return transit.
Send It Back: Ship the package to us and provide our support team with the tracking number.

Exchanges

If you prefer a different style or finish, we are happy to process an exchange. You will be responsible for the return shipping costs to our warehouse, but there is no restocking fee. After inspection, we will ship the new package to you, and the shipping for this replacement is free of charge.

Cancellation

You have 48 hours after placing your order to cancel it free of charge. After 48 hours, if the order has already been shipped, it cannot be canceled and must be processed as a Standard Return. If the order has not yet been shipped, it can be canceled subject to a 5% order amount processing fee.

Fast Refund Processing

We value your time. Once your returned item arrives at our facility, our quality control team will inspect it. We guarantee that your refund will be processed within 3 business days of receiving the return.

The funds will be credited back to your original payment method. (Please keep in mind that your bank or credit card company may take a few additional days to post the balance to your account).