Refund policy
Our promise in one line
You have 30 days from the day your PineDazzle order arrives to change your mind, for any reason at all. Email us and we refund you. You do not need to explain yourself.
How to start a return or refund
Email support@pinedazzle.store with your order number and one sentence about what you want to happen. We reply within one business day.
Please contact us before sending anything back. Returns posted without contacting us first can go missing, and we cannot refund a parcel we never receive.
The 30-day window
The 30 days start on the day the parcel is delivered, not the day you ordered. Delivery is confirmed by the tracking record.
To be refunded in full, the lights should be in the condition you received them, with the reel, star, remote and adapter included. You are welcome to have opened the box, put them on your tree and run every pattern in the app — that is the whole point of a trial period. Normal handling is fine. Missing parts or damage beyond ordinary use may reduce the refund.
Whether you need to ship it back
Often you will not. For many returns we simply refund you and ask you to keep, donate or recycle the product, because international return shipping costs more than the item is worth. We will tell you which applies to your order when you email us.
If we do ask for the product back, we will send you a prepaid label. You will never be asked to pay for return postage on a return we request.
Arrived damaged, faulty or not working
Email us within 30 days of delivery with your order number and a photo or short video of the problem. We will send a free replacement or refund you in full, whichever you prefer. You do not need to return a faulty set.
Wrong item or missing parts
Tell us within 30 days of delivery and we will ship the correct item or the missing part at our cost. No return needed.
How your refund is paid
Refunds go back to the original payment method — the same card, PayPal account or wallet you paid with. We do not issue store credit unless you ask for it.
We process refunds within 2 business days of approving them. Your bank or card issuer then takes a further 5 to 10 business days to show the money in your account. That last part is outside our control.
If you paid for Shipping Protection, that fee is refunded along with the order when the whole order is refunded.
Cancelling before it ships
Orders are sent to the warehouse quickly. If you email us within 12 hours of ordering we will usually catch it and cancel for a full refund. After it has shipped, the 30-day policy above takes over.
Sale items and discounts
Discounted and bundle orders are covered by exactly the same 30-day policy. Refunds are for the amount you actually paid.
Your legal rights
This policy is offered in addition to any rights you have under the consumer protection law of the country you live in. Nothing here takes those rights away.
Questions
Email support@pinedazzle.store. A person reads every message.