Refund policy

Return Policy / General Terms:

• As we are a small business, excessive or unnecessary returns and exchanges are an impediment to our ability to operate a sustainable business.
• For Eligible Items with Approved Returns or Exchanges only, we offer a 14 day return window from delivery.
• All approved returns are issued as store credit only. We do not offer refunds to the original payment method unless an item is confirmed lost or defective and cannot be replaced.
• Approved exchanges are available for the same item in a different size only.

Fit and Sizing Responsibility of Customer:

• We strongly encourage customers to review product descriptions, our detailed sizing charts (which are included in the product description for every product), and fit details, before purchasing.
• The size charts include detailed measurements and instructions on how to measure. However, if you have additional questions about sizing, please contact us at contact@pineboxoutfitters.com prior to ordering.
• Purchasing multiple sizes of the same item with the intention of returning unwanted sizes may be limited or refused at our discretion.

No Refunds, Unless Items Lost or Defective:

• Approved returns receive store credit only.
• All approved returns are issued as store credit only. We do not offer refunds to the original payment method unless an item is confirmed lost or defective and cannot be replaced.

Return or Exchange Process:

• To apply for approval of a return or exchange, reach out to us at contact@pineboxoutfitters.com within 14 days of receiving your order.
• Include in the email:

• Your order number;
• Photos, where relevant, of the issues;
• A brief description of the problem.

What happens next?

• We aim to process all requests within 7 working days.
• If your return request is approved, we will notify you of the correct return address and instructions, including providing a return label. Returns sent without prior confirmation may not be accepted.
• Customers are responsible for return shipping costs for size exchanges. Customers are not responsible for shipping if the item received was defective.

Unapproved Returns or Exchanges:

• We will not accept Unapproved Returns or Exchanges.
• Unapproved Returns or Exchanges may be refused or returned to the sender at sender's expense.

Condition of Returned or Exchanged items:

• All returned or exchanged items should be in original condition, unused, unworn, and unwashed with the original tags attached.
• We do not accept worn, stained, damaged, or altered items.
• Items must be free of: makeup, deodorant, perfume, smoke, body odor, stains, or pet hair.

Size Exchanges and Store Credit:

• Exchanges are available for the same item in a different size only.
• If the requested size is unavailable at the time your return is processed, store credit will be issued instead.
• Exchanging or Purchasing multiple sizes of the same item with the intention of returning unwanted sizes may be limited or refused at our discretion.

Size Exchange Processing Fee and Shipping:

• Size exchanges incur a 20% restocking fee.
• Customers are responsible for return shipping costs for size exchanges. Customers are not responsible for shipping if the item received was defective.

Store Credit:

• Store Credit is valid for 365 days from the issue date.
• Store Credit cannot be transferred, refunded or redeemed for cash.

Additional Return or Exchange Exceptions:

Additional conditions whereby an item cannot be returned or exchanged:

• Sale or discounted items;
• Deliberately damaged items;
• Items submitted for return or exchange more than 14 days from the date of receipt;
• Items accurately printed according to the designs advertised but later deemed unwanted by the purchaser;
• Items deemed unwanted due to delayed delivery.

Order Cancellations:

• Orders cannot be canceled once submitted.
• Our fulfillment process begins immediately after checkout.
• Please review your order carefully before submitting payment.

Can I get a refund if my order is not shipped on time?

Small-volume orders

• We aim to complete the production of small-volume orders within 3-7 working days and to ship items no later than the 8th working day (calculated from the date the order is paid for).
• If you have not received any logistics or shipping information by the end of the 7th day, we will refund you a maximum of 10% of your original commodity price as compensation (upon request).

Bulk orders

• We aim to complete the production of bulk orders within 7-15 working days and to ship items no later than the 16th working day (calculated from the date the order is paid for).
• If you have not received any logistics or shipping information by the end of the 16th day, we will refund you a maximum of 10% of your original commodity price as compensation (upon request).

Additional Shipping Terms:

• Outside of the remedial terms outlined in the prior section, we are not responsible for: carrier errors, carrier delays, or incorrect shipping information provided by customer.

How long do I have to submit a return or exchange request?

• Returns: any claims for misprinted / damaged / defective items must be submitted within 30 days of receiving the product.
• Exchanges: size exchanges must be submitted within 14 days of receiving the product.
• For packages lost in transit: all claims must be submitted no more than 7 days after the estimated delivery date.

Chargebacks and Disputes:

• By completing a purchase from Pinebox Outfitters you agree to this policy and agree to contact us prior to initiating any chargeback.
• Fraudulent chargebacks may result in: account suspension, refusal of future purchases, submissions to credit card provider to dispute claim, and/or pursuit of legal recourse.