Return & Refund Policy

Return & Refund Policy

Last Updated: September 20, 2026

This Return & Refund Policy applies to purchases made through pinavique.com.

Pinavique is owned and operated by Chengdu Yuanchi Oukang Network Technology Co., Ltd.

We want customers to have clear information about returns, refunds, damaged or incorrect items, exchanges, order changes, and cancellations.

Return Window

Eligible products may be returned within 30 calendar days after delivery.

To meet the return deadline, please contact us at service@pinavique.com within 30 calendar days after receiving your order and before sending any product back.

Return requests submitted after the 30-day return period may not be eligible unless otherwise required by applicable consumer law.

Return Eligibility

To qualify for a preference-based return, the product generally must be:

• Unused and unaltered
• In its original condition
• Returned with its original packaging
• Returned with all included parts and accessories
• Safely packaged to prevent damage during return shipment
• Accompanied by valid proof of purchase

Products that have been used, damaged after delivery through misuse, altered, or returned incomplete may not qualify for a preference-based return, subject to applicable consumer law.

These eligibility requirements do not limit your rights where an item was delivered damaged, defective, incorrect, incomplete, or materially different from the product ordered.

How to Request a Return

Before sending any product back, please contact:

service@pinavique.com

Please include:

• Your order number
• The email address used during checkout
• The product you wish to return
• The reason for the return
• Relevant photographs or videos where applicable

Our customer support team will review your request and provide the appropriate return instructions if the return is eligible.

Returns sent without prior authorization or to an unauthorized address may not be accepted or processed.

Return Address

Please do not send returns directly to our registered business address unless our customer support team specifically instructs you to do so.

The registered business address listed on our website is our legal company registration address and is not automatically the designated return warehouse for customer orders.

After your return request has been reviewed and approved, our customer support team will provide the correct return address and applicable return instructions.

Return Shipping Costs

Preference-Based Returns

If you request a return because of a change of mind, incorrect selection, or another reason unrelated to a defect, shipping error, or product issue caused by us, you are responsible for the applicable return shipping cost.

Original shipping charges are generally non-refundable for preference-based returns unless otherwise required by applicable law.

Damaged, Defective, Incorrect, or Incomplete Items

If your order arrives damaged, defective, incorrect, incomplete, or materially different from the product ordered or described, please contact us as soon as possible.

Please provide:

• Your order number
• A clear description of the issue
• Clear photographs or videos of the product and the problem
• Photographs of the original packaging where relevant
• A photograph of the shipping label where relevant

Please retain the product and its original packaging while we review your request.

If the claim is approved, we will provide an appropriate replacement, refund, or return solution at no additional cost to you.

Return Packaging and Shipment

Approved returns should be securely packaged to help prevent damage during transit.

Where reasonably available, we recommend using a trackable return shipping service and retaining your shipping receipt and tracking information until the return has been completed.

Pinavique is not responsible for returns sent to an incorrect or unauthorized address when the customer did not follow the return instructions provided by our support team.

Return Inspection

After an eligible returned item has been received, we will inspect it to confirm that it meets the applicable return conditions.

We will notify you when the return has been reviewed and whether the refund has been approved.

A refund may be reduced or declined if a preference-based return is materially damaged, incomplete, altered, or otherwise does not meet the stated return conditions, subject to applicable consumer law.

Refund Method and Timing

Approved refunds will be issued to the original payment method.

After an eligible returned item has been received and inspected, approved refunds are generally issued within 5–10 business days.

After we issue the refund, your bank, card issuer, or payment provider may require additional time to process and display the funds in your account.

We do not control processing times imposed by independent banks, financial institutions, or payment providers.

Refunds for Cancelled Orders

If an order is successfully cancelled after payment has already been collected, the applicable refund will be issued to the original payment method.

Processing time for the refund may vary depending on the payment provider or financial institution.

Exchanges

If you would like to exchange an eligible item, please contact us before sending the original product back.

Exchanges are subject to product and inventory availability.

Depending on the circumstances, we may provide a replacement or ask you to complete an eligible return and place a new order for the preferred product.

Order Changes

If you need to change your order, shipping address, quantity, or other order information, please contact us as soon as possible.

We will make reasonable efforts to assist, but changes cannot be guaranteed once an order has entered processing, fulfillment, shipment preparation, or dispatch.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at service@pinavique.com .

We will make reasonable efforts to process a cancellation request, but cancellation cannot be guaranteed once the order has entered processing, fulfillment, shipment preparation, or dispatch.

If an order has already shipped, it generally cannot be cancelled and may instead need to be handled through the applicable return process after delivery.

No Restocking Fee

Pinavique does not charge a separate restocking fee for eligible returns that comply with this Return & Refund Policy.

Customers may still be responsible for applicable return shipping costs on preference-based returns as explained above.

Shipping Issues

Delivery delays, lost packages, tracking issues, packages marked delivered but not received, and shipping-address problems are handled in accordance with our Shipping Policy.

A tracking status showing “Delivered” does not automatically prevent us from reviewing a legitimate delivery-related concern.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any mandatory consumer rights or remedies available to you under applicable law.

Where applicable law provides rights or remedies that are more favorable than the terms stated in this policy, the applicable legal requirements will apply.

Contact Us

For assistance with returns, refunds, exchanges, order changes, cancellations, damaged items, defective products, incorrect orders, or incomplete shipments, please contact:

Email: service@pinavique.com

Customer Service Hours:
Monday–Saturday, 9:00 AM–6:00 PM Eastern Time

We aim to respond to customer inquiries within 1–2 business days.