Refund policy
Last Updated: March 30, 2026
At Pinlighting, we want customers to shop with clear expectations and confidence. This Return & Refund Policy explains when a return, exchange, refund, or cancellation may be available, and what steps are required to request support.
1. 30-Day Return Window
You may request a return or exchange within 30 days of delivery, subject to the conditions below.
To be eligible for a standard return, the item must generally be:
- Unused and in its original condition
- Returned in its original packaging whenever reasonably possible
- Accompanied by proof of purchase, such as your order confirmation or order number
Please note that return eligibility may vary depending on the product condition, customization status, and reason for return.
2. Situations Eligible for Refund, Replacement, or Exchange
If there is a verified issue caused by product damage, shipping damage, incorrect shipment, or confirmed product defect, we will review the case and provide an appropriate solution, which may include a replacement, exchange, partial refund, or full refund depending on the situation.
Examples include:
- The item arrived damaged in transit
- The item arrived with a confirmed defect or quality issue
- The wrong item was delivered
- The shipment was lost in transit or returned undelivered due to carrier issues
In these situations, we may request clear photos of the product, packaging, shipping label, and any visible issue so we can review the case promptly.
3. Order Cancellation
Within 48 hours of placing your order: Orders can usually be cancelled for a full refund, provided processing or production has not advanced beyond the cancellation stage.
After 48 hours: Because many of our products begin processing, production preparation, packaging, or shipping arrangements shortly after purchase, cancellation may no longer be possible. If cancellation is still approved after that stage, reasonable handling, production, and logistics costs may be deducted where applicable.
After shipment: Orders that have already shipped generally cannot be cancelled in transit. In such cases, any refund request will be handled according to this Return & Refund Policy after the item is successfully returned and inspected, if return is approved.
4. Non-Returnable or Limited-Return Items
Certain items may not be eligible for return, or may be subject to limited return approval, including:
- Custom-made, bespoke, personalized, or special-order items
- Items returned outside the stated return window
- Items that have been used, installed, altered, damaged after delivery, or returned in materially incomplete condition
- Consumable or accessory items such as bulbs, where applicable
If you are ordering multiple units for a large project, we recommend confirming the product details carefully before installation or use. If you have questions about return eligibility for a project order, please contact us before purchasing.
5. Return Shipping Responsibility
If the return is approved because of a verified product issue caused by our error — such as damage, defect, or shipment of the wrong item — we will provide an appropriate solution and cover or arrange the related return or replacement handling as applicable.
If the return is requested for personal preference, change of mind, ordering error, or another non-quality-related reason, the customer may be responsible for return shipping and any non-refundable handling or original shipping-related costs, where applicable.
Shipping charges already incurred are generally non-refundable unless the return is due to our confirmed error.
6. How to Request a Return
- Email info@pinlighting.com with your order number and the reason for your request.
- If the item is damaged, defective, or incorrect, please include clear photos of the item, packaging, and shipping label.
- Our team will review your request and reply with return instructions if the return is approved.
- Please do not send any item back without prior return authorization from our team, as unauthorized returns may not be accepted.
- Once you have shipped the approved return, please provide the tracking number to us by email.
We usually respond within 24 business hours, excluding weekends and holidays.
7. Refund Processing
Once an approved return is received and inspected, any eligible refund will be issued to the original payment method.
Please allow up to 10 business days for the refund to appear, depending on your payment provider or bank processing time.
If your refund has been approved and you still have not received it after 15 business days, please contact us at info@pinlighting.com.
8. European Union Customers
If your order is delivered to a country in the European Union, you may have statutory cancellation or return rights under applicable consumer laws. Where required by law, those rights will apply in addition to this policy.
9. Important Notes
- Return approval is required before any item is sent back.
- We may request supporting photos or order information before approving a return, refund, replacement, or exchange.
- Not every issue automatically results in a full refund; the final resolution depends on the product condition, order status, and the nature of the issue.
- This policy applies together with our Shipping Policy and any product-specific information shown on the product page.
10. Contact Us
Phone: +1 800-901-9318
Email: info@pinlighting.com
Office Address: 159 W. 25th Street 4th Floor, New York, NY 10001 US
Please note: This is our office address for customer communication and business correspondence only. It is not the shipping origin for all orders and should not be used as a return address unless we provide return authorization and instructions.