Return and Refund Policy

At Pineaps we always try our best to source all our products from reputed suppliers and ensure product’s quality as much as possible. Even so, it is not possible to provide 100% assurance about each product we sell from our site. To mitigate such issues from hampering your online shopping experience with us, we will be providing 2 days (48 Hours) warranty on all our non-warranty products and the option to return them. The 48 hours will be counted from the time of delivery. Please remember that any kind of electronic product or related to electronics category product will not be returnable once the product’s packaging/seal has been opened. You cannot change your mind about such products, they will fall under warranty. If it meets any of the criteria for returns, then only you can apply for a return.


1. Return Criteria

The following are the criteria for you to be to be able to return the product to us after your purchase:

a. Damaged Product: If you have received a product (not the box or packaging of the product) that is damaged in any way. In such cases, the product does not have to be in new condition and/or sealed. If the claim is found to be true, then it will be exchanged for a new product.

b. Defective Product: If you have received a product that is not working as it is supposed to. In such cases, the product does not have to be in new condition and/or sealed. If the claim is found to be true, then it will be exchanged for a new product.

c. Wrong Product Delivered: If you have received a different product/variant/coloured from what you ordered. In such cases, the product needs to be in new condition and sealed. If the claim is found to be true, it will be exchanged for the ordered product.

d. Not as Advertised: If you claim that the product is not as advertised on our website. In such cases, the product needs to be in new condition and sealed. If the claim is found to be true then you will get the option to get a coupon for the same amount which can be used to purchase something else from our site, or you can apply for a refund.

e. Missing Parts/Accessories: If you have received a product without supporting accessories or there is/are missing parts from the product’s box, where it was mentioned in the product’s box otherwise. In such cases, the product must be in new condition but does not have to be sealed. If the claim is found to be true, then either the missing parts will be sent to you separately along with the product or a new product will be sent to you. It will vary from product to product.

f. Signs of Usage: If you claim the product was previously used. In such cases, the product must be in new condition but does not have to be sealed. If the claim is found to be true, then the product will be exchanged for a fresh new one.

g.Doubts on the Authenticity of the Product: If you claim to have received a duplicate/non- authentic product. In such cases, the product must be in new condition but does not have to be sealed. If the claim is found to be true, then either the product will be exchanged for an authentic product or exchanged for an alternative product.h. Change of Mind: If you change your mind about keeping the product you have bought from us. In such cases, the product needs to be in new condition and sealed. If the claim is found to meet our requirements, then you will be refunded or exchanged with another product as per your preference.


2. Terms & Conditions for Returning

Please refer to the following requirements stated below to know about our conditions for returning any product you have purchased from us:

a. Any complaint regarding your purchased product must be submitted within 3 (three) calendar days from the time of delivery.

b. It is mandatory to return the product with its original and undamaged packaging/box along with all the contents in it. (For example, user manuals, warranty cards, accessories, and invoice). Unless in the case of criteria stated in point 1.e, or otherwise, advised by our customer support agent.

c) It is mandatory to record/videotape the unboxing/unpacking during the first opening of the received product from us. Both hands and product should be clearly visible in the video. We suggest you to put your camera on top of something over your desk and pointing downwards, so that the product and your hands are visible. Start the recording and then start the unboxing, do not stop/pause the recording in the middle of this process. Try to show the product itself by bringing it closer to the camera and show all the angles of it. By doing this, you will never fall into a false position while shopping online with us or any other e-commerce platforms.

d) You will have to bear the cost of returning the product to our desired location as per the advice of our representative. If the claim is found to be true, then the cost of returning the product to us will be refunded.

e) For large appliances which have free installations from us, you are not to open the packaging of the product even after delivery. Our representative will open it in front of you before setting/installing it at your location.


3. General Return Issue Solution Timeline The timeline will start from the time of receiving the product at our premises. After the product reaches us, it will go through the terms and conditions plus criteria requirement check at our end.

Furthermore, a normal checking of the claim will be done at our end and then it will be sent to our suppliers. They will check the claim extensively and then provide solutions accordingly. This process will normally take around 7-14 business days depending on the

availability and workload of technical experts on both ends.


4. Refund Process and Timeline If the claim is found to be true, we will provide solution as per the criteria of the claim (mentioned in part 1). Even after providing a solution, if you are reluctant to take the given solution and want to proceed towards refund, we will begin the process of refunding your paid amount plus the cost of returning. Usually, the refund process will take around 5-10 business days, it may take more time considering the workload. The refund will be made to customer’s personal banking account via account transfer.