Refunds and Returns Policy
At Pinkeepop Retails FZ-LLC, we strive to ensure that you are satisfied with your purchase. If you are not completely happy with your sleepwear, we are here to help with our simple and straightforward return and refunds process. Please read our policy carefully to understand your rights and responsibilities regarding returns and refunds.
Last Updated: 14 October 2024
1. Returns Policy
Eligibility for Returns
We accept returns on products that meet the following conditions:
- Period: You have 15 days from the date you received your order to initiate a return.
- Condition: Items must be unworn, unwashed, and in their original packaging, with tags still attached. For hygiene reasons, we will not accept any items that appear worn or used.
- Proof of Purchase: You must provide a valid proof of purchase (such as your order confirmation email or receipt) when requesting a return.
Non-Returnable Items
Certain products are non-returnable for hygiene and safety reasons, including:
- Items worn, washed, or altered in any way.
- Items returned after 30 days of receipt.
- Items not in their original condition or packaging.
Return Process
To initiate a return, please follow these steps:
- Contact Us: Email us at [email protected] with your order number, the reason for your return, and whether you would like a refund or exchange. Please ensure that you reach out within the 15-day return window.
- Return Instructions: Our customer service team will review your request and provide detailed instructions on how to return your item. Please do not return any products without first contacting us.
- Package Your Return: Securely package the items you are returning, including all original packaging and accessories. Ensure the items are in the condition required by our returns policy.
- Ship Your Return: You are responsible to cover the cost of return shipping. We recommend using a trackable shipping method, as we cannot guarantee that we will receive your returned item.
Return Shipping Costs
- Customer Responsibility: Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (such as receiving a damaged or incorrect item).
- Non-Refundable Shipping Fees: Please note that original shipping costs are non-refundable, except in cases where we have shipped the wrong item, or the item is damaged, during delivery.
International Returns
For international returns, the same 30-day return period applies. However, please be aware that return shipping costs for international orders may be higher and are the responsibility of the customer. We also recommend you contact local customs for any potential duties or taxes incurred for returns.
2. Refunds Policy
Refund Eligibility
Once returned item is receive and inspected, we will notify you via email whether your return is eligible for a refund. If approved, your refund will be process and automatically we will refund to your original payment method.
Refund Period
- Processing Time: Please allow up to ten business days after we receive your return for the processing refund.
- Bank Processing Time: Depending on your payment provider, it may take additional time for the refund to appear on your account. This can vary but typically takes between 3-10 business days.
Partial Refunds
In circumstances, only partial refunds are applicable, such as:
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Any item returned more than 15 days after delivery.
Non-Refundable Items
- Shipping Fees: Original shipping fees are non-refundable unless the return is due to our error.
- Handling Fees: Any duties or customs fees paid during the initial purchase are non-refundable.
3. Exchanges Policy
We only replace items if they are defective or damaged. If you need to exchange an item for the same product (for example, size), please email us at [email protected] within the 15-day return window. Once the exchange approved, we will provide you with instructions on how to proceed.
Exchange Shipping
You are responsible for the shipping costs of returning the original item. If the exchange is due to a defect or error on our part, we will cover the cost of shipping the replacement item to you.
4. Defective or Damaged Products
If your item arrives damaged or defective, we apologize for the inconvenience. Please follow these steps:
- Notify Us Immediately: Email us at [email protected] within 48 hours of receiving your order. Please include photos of the damage or defect, along with your order number.
- Return Process: We will arrange for the return of the defective product at no cost to you and either offer a replacement or a full refund, depending on your preference.
5. Cancellations
You may cancel your order within 24 hours of placing it for a full refund. After 24 hours, the order may already be in process or shipped, in which case our return policy would apply.
6. Contact Information
If you have any questions about our Refunds and Returns Policy, or if you need assistance with your return or exchange, please contact us:
- Business Name: Pinkeepop Retails FZ-LLC
- Email: [email protected]
- Address: Ras Al Khaimah, UAE
We are here to assist you Monday through Friday from 9:00 AM to 5:00 PM (UAE Time). We will do our best to respond to all inquiries within 24-48 hours.
Thank you for shopping with PINKeePOP! We value your business and are committed to ensuring you are completely satisfied with your purchase.