Refund Policy

We thank you and appreciate your purchase with us. Please read the policy, conditions and process carefully as they will give you important information and guidelines about your rights and obligations as our customer, concerning any purchase you make through us unless specifically stated otherwise on our product pages or readers offer advertisements. We make every effort to service the order/s placed with us as per the specifications and timelines mentioned against each product. If due to any reason, unavoidable circumstances or beyond the limitations of the merchants the order is not shipped by the seller then the order shall be cancelled and refunded. In the event the order/product is delivered and has been cancelled for refund due to product fault, delivery of wrong product, partial product, etc. the refund is processed.

The order may be cancelled before shipment due to any of the following reasons:

  • The specific product/model is out of stock
  • On customer's request
  • The shipping address is not serviceable
  • Any other reason beyond the control of Pine Labs Pvt.

The orders may be cancelled post shipment and delivery due to any of the following reasons:

  • Established defect in the product which the seller is not able to either replace or repair
  • Correct product or service could not be delivered
  • Shipping address found to be untraceable, wrong, incomplete, locked or customer not available
  • Products damaged during transit and delivery not accepted

Caution:

    Please do not accept delivery of any item in case its packaging or seal is damaged or tampered with in any manner.

Conditions

  • Ensure that the product is in seller warranty
  • Cancellation and refund requests for products under manufacturer warranty shall not be eligible
  • The refund shall be processed only after the product is shipped back and received by merchant
  • Please attach a note along with the product returned for refund. The note should clearly state your name, address, contact number and order number. Describe the problem in your own words. Without your order details processing refund/replacement would not be possible.
  • The return courier tracking number not intimated to Pine Labs customer support team is not eligible for refund
  • Any charges levied as tax are not eligible for refund

Note:

    Any gift coupon circulated as promotional offer would not be refunded in case of cancellation of the order

Refund process

  • Please connect with our customer care team at plutus.support@pinelabs.com via email.
  • The customer care team will validate your request by checking the timelines, product type, warranty terms, etc. and shall take the request for refund or exchange.
  • Ensure to collect the return address from Pine Labs customer care team
  • Pack the product properly and label the product with the order number, return address and your address.
  • Follow the instructions of customer care team carefully for packaging and returning the product using courier services.
  • Ensure that the tracking number is shared with Pine Labs customer care.
  • The order shall be considered for refund only if the seller receives the product in undamaged condition [there should be no scratches, no dents, etc.]

Caution:

    Please ensure to pack the product properly before handing it over to courier.

Exclusion

    A refund can be refused in case of the following conditions:

  • The services have already been used or have expired
  • The product received from customer is completely broken, unusable, and/or with scratches, or is incomplete as per the seller
  • The product has not been packed properly or labelled properly with the order number, return address and your address
  • The product has crossed its return date or you have not informed us about the concern during the warranty period

Refund timelines

Mode of payment Mode of refund Refund timelines
Credit card Credit card 5-10 Working days*
Net banking Online transfer to bank account 5-10 Working days*
Debit card Online transfer to bank account 5-10 Working days*
Demand draft/Cheque Demand draft/Cheque 8-10 Working days*

* Note : Working days are Monday to Friday excluding holidays

Please Note

  • On cancellation of an order, you are entitled to receive refund based on the refund timelines mentioned in the above table
  • Pine Labs is not liable to pay any penalty or compensation to the customer for cancellation of an order
  • Refund will be processed after receipt of the product by Pine Labs. It will be processed based on the mode of payment of the order. Refund processed through credit/debit card will reflect in the next credit card/bank statement.
  • Refund cheque will be issued in the billing name unless otherwise advised by the customer
  • In case the refund cheque is lost by the customer, he/she is required to submit an affidavit for the same. A new cheque will be reissued within 15 days of the receipt of affidavit.

In case of incorrect name on the refund cheque, a new cheque will be reissued within 15 days of the receipt of original cheque from the customer.

If your refund doesn't appear in your account, and the processing time for your payment method has passed, please contact Pine Labs customer care team at plutus.support@pinelabs.com for further assistance.

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