Refund & Exchange Policy
Pineapple Traders Refund & Exchange Policy
When making a purchase with Pineapple Traders, you thereby agree to our sales conditions including our Refund & Exchange policies as listed below. We recommend you read these policies prior to placing your order.
Pineapple Traders will provide refunds according to Australian Consumer Laws. (Ie - we will provide a refund if an item is faulty, wrongly described, or doesn't do what it's supposed to). If the the item is deemed faulty by our team, you can choose between a full refund, repair, exchange or store credit.
To submit a Faulty/Refund Request:
Please contact us within 7 days of receiving your product with details of your purchase. We will ask you to supply images and a description to illustrate the fault if you’re requesting a refund, exchange or credit note for a faulty item. Please also keep all packaging and boxes to help us make a claim if necessary.
If you've met the criteria outlined above and we confirm that you’re entitled to a refund you will receive it via the same method that you purchased the item (i.e. - If you paid via paypal, your refund will be via paypal).
To Submit an Exchange for Change of Mind or User Error:
We do not offer refunds for change of mind or if you’ve made an error when placing your order. If you are not happy with a product, we may decide to extend the offer of a store credit or exchange at our discretion. Please note that if this is the case you will be required to notify us within 7 days of receiving the item. If we are not notified within 7 days we may not be able to offer you either option. Once approved we will send you details on how to complete the exchange or credit note.
To be eligible for a store credit or exchange, products must be in original saleable condition:
- Packaging fully intact
- Screws/accessories/tags still attached.
- Item still in original condition with no signs of use or damage.
If we receive an item that doesn’t meet ALL of these requirements, you will be ineligible for an exchange or credit.
Costs, Conditions & Liabilities of Exchanges & Credit Notes:
Please be aware the cost and liability of returning the item to us will be at the buyer’s expense. In the event of an exchange, you the customer will be responsible for paying the full rate of shipping to have the new or replacement product posted to you. Flat rate shipping will not apply. No shipping/postage costs will be reimbursed by Pineapple Traders nor will we be held liable if the returned items/s is not received by us, or if the item is lost or damaged.
If/when the item is received by us, it must be in its original condition including all packaging (padding, box, etc) and suitable for resale. If this is not the case, an exchange or credit note will not be granted. Shipping costs will not be refunded/reimbursed and the cost/liability for the item to be returned to you will be at your own expense. A restocking fee will be incurred for change of mind/user error. Details below.
International Orders Refunds and Exchanges:
We do not do offer refunds, exchanges or credit notes on international orders for any reason unless the item is faulty. We will not be held liable for any items that are list, damaged or broken during transit. All international sales are final.
We reserve the right to charge a 10% restocking fee for any returns or cancellation of orders for change of mind or where user error has occurred. This includes items that incur additional bulky shipping costs or international postage surcharges. To avoid this fee, please contact us prior to purchase so we can give you a postage estimate.
Clearance or Sale items
Clearance or Sale items are not eligible for a refund or exchange. All Clearance or Sale items are final. If an item you've purchased as been marked down due to a fault, then this item may not be returned as faulty.
Missing or Damaged Orders
Pineapple Traders will not be held liable for any items that go missing in the mail or that are received by the customer damaged or no longer in original condition. In this event it is the responsibility of the consumer to deal with the appropriate carrier (AusPost or Courier) to follow up and/or claim compensation.
If you have any questions or concerns regarding our refund & exchange policy, please complete the contact form below and we will happily assist. If you have a faulty or damaged item, please email email@example.com with images of the issue or fault.
PLEASE NOTE: We do not offer exchange or returns on our Resin Clams due to their fragile nature. If you require help selecting the correct size please contact us prior to purchasing