This Return & Refund Policy applies to all purchases made through our website at https://pickpine.com and is designed to comply with applicable United Kingdom consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
1. Right to Cancel (Cooling‑Off Period)
As a customer residing in the United Kingdom, you have the legal right to cancel your order within 14 calendar days of receiving your item, without needing to provide a reason.
At Pickpine, we extend this right to a 30‑day return window to offer greater flexibility and peace of mind.
2. Return Conditions
To qualify for a return, the following conditions must be met:
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Items must be unused, undamaged, and returned in their original condition, including all components, accessories, manuals, and packaging.
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Products showing signs of use, wear, or modification may be refused or may qualify for a partial refund depending on the condition.
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Return requests must be submitted within 30 days from the delivery date.
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A valid proof of purchase is required.
3. Free Returns & Exchanges
We are pleased to offer free return shipping for all orders within the United Kingdom.
Exchanges are accepted if the requested item is available. If the exchange item is out of stock, you may choose a refund instead.
4. How to Request a Return
To start a return or exchange, please contact our customer support team:
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Email: support@pickpine.com
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Phone: +44 7401 441746
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Working Hours: Monday to Friday, 9 AM – 6 PM (UK time)
Once your request is approved, you will receive:
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A prepaid return label
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Instructions on how to package and ship your item
Please ensure the item is securely packed to avoid damage during transit.
5. Refund Process
After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. When approved:
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Refunds are issued to the original payment method
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Refunds are processed within 7 business days
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You will receive an email confirmation once your refund has been completed
Please note that processing times may vary depending on your bank or payment provider.
6. Damaged, Faulty, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photographs and a description of the issue.
In compliance with UK consumer law, you may be entitled to a replacement, exchange, or refund.
7. Items Not Eligible for Return
The following situations may result in refusal or partial approval:
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Items returned after the 30‑day window
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Items showing signs of significant use, damage, or alteration
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Items returned without original packaging or accessories
If your return is not approved, we will inform you before taking further action.
8. Order Cancellations
Orders may be cancelled before they are processed. As processing may occur quickly, especially for orders placed before the 2 PM cut‑off time, please contact us as soon as possible if you wish to cancel.
If the order has already been dispatched, you may still return it once delivered.
9. Customer Support
We are committed to offering a reliable and transparent shopping experience. If you have any questions regarding returns, refunds, or exchanges, please reach out anytime during our working hours:
Pickpine Customer Support
82 Mill Rd, Cambridge CB1 2AS, United Kingdom
Email: support@pickpine.com
Phone: +44 7401 441746
Hours: Monday to Friday, 9 AM – 6 PM
