Return & Refund Policy

If you are a consumer located in the European Union or another jurisdiction providing an equivalent statutory right, you generally have the right to withdraw from your purchase within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods. For an order containing several items delivered separately, the period begins when the final item is received.

To exercise your right of withdrawal, notify us of your decision before the withdrawal period expires by emailing pineandgleam@outlook.fr. Your message should include your name, order number, the products concerned, and a clear statement that you wish to withdraw from the purchase. You may also use the withdrawal form at the end of this policy, although this is not mandatory.

To qualify for a return, the product should be:

• returned with all parts, accessories, instructions, and original packaging where reasonably possible;
• handled only as necessary to establish its nature, characteristics, and proper functioning;
• accompanied by your order number or other proof of purchase.

You remain entitled to inspect a product as you would in a physical shop. However, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect it.

Please contact us before sending any item back. Returns sent without contacting us first may take longer to identify and process.

Unless the product is faulty, damaged, incorrectly supplied, or applicable law provides otherwise, the right of withdrawal may not apply to:

• products made to the customer’s specifications or clearly personalized;
• sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
• products that deteriorate or expire rapidly;
• products inseparably mixed with other goods after delivery;
• sealed audio, video, or software products once unsealed;
• digital content whose supply has begun after the customer expressly consented to immediate performance and acknowledged the loss of the right of withdrawal;
• gift cards or vouchers, where permitted by applicable law.

Any product-specific return restriction will be clearly disclosed before purchase. This section does not limit your legal rights regarding faulty, damaged, misdescribed, or non-conforming products.

1. Email us at pineandgleam@outlook.fr within the applicable return period.
2. Include your name, order number, the item you wish to return, and the reason for the return.
3. Wait for our return instructions and the correct return address.
4. Package the item securely and send it back within 14 days after notifying us of your withdrawal.

Please do not send returns to the manufacturer or to an address shown on the original parcel unless we specifically instruct you to do so.

We recommend using a tracked postal service and keeping your proof of postage until the return has been completed. Pine & Gleam cannot be responsible for returned parcels that are lost because they were incorrectly addressed or sent without suitable proof of shipment.

If you are returning an item because you changed your mind, you are responsible for the direct cost of returning it, unless Pine & Gleam agrees otherwise in writing.

If an item is faulty, damaged on arrival, materially different from its description, or incorrectly supplied, Pine & Gleam will cover reasonable return shipping costs or provide another appropriate solution.

Original standard delivery charges will be refunded when required by applicable law. Additional delivery costs resulting from your choice of a delivery method more expensive than our least expensive standard option are not refundable.

Please inspect your order when it arrives. If an item is damaged, faulty, incomplete, or incorrect, contact us at pineandgleam@outlook.fr as soon as reasonably possible. Please provide:

• your order number;
• a description of the issue;
• clear photographs or a short video showing the item, packaging, and shipping label where relevant.

We will assess the issue and, as appropriate, offer a repair, replacement, refund, or another remedy available under applicable consumer law.

Shipping damage or a product defect does not need to be reported within the 14-day withdrawal period for you to retain any longer statutory rights that may apply.

We do not offer automatic exchanges.

If you wish to receive a different product, please return the eligible item in accordance with this policy and place a new order. If the original product was incorrect or faulty, contact us before placing another order so that we can provide an appropriate solution.

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. When you validly exercise a statutory right of withdrawal, we will refund the amounts due without undue delay and no later than 14 days after being informed of your decision. We may withhold the refund until we have received the goods or you have supplied evidence that they were sent back, whichever occurs first.

After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account. This processing time is outside Pine & Gleam’s control.

If your refund has not appeared after this processing time, please contact us at pineandgleam@outlook.fr.

If a parcel is returned because the address supplied at checkout was incorrect or incomplete, or because the parcel was refused or not collected, we will contact you to discuss redelivery or a refund.

Where permitted by law, reasonable delivery and return costs caused by an incorrect address or failure to collect the parcel may be deducted from the refund. This does not apply when the refusal results from damage, a defect, an incorrect item, or another failure attributable to Pine & Gleam.

Contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched. If cancellation is no longer possible, you may still return an eligible product after delivery under this policy.

If a product was purchased as part of a bundle or promotion, the refund may be adjusted to reflect the conditions of that offer.

If returning only part of a bundle causes the remaining products to no longer qualify for a discount, the refund may be calculated using the regular price of the products kept, where permitted by law and clearly disclosed as part of the promotion.

Complimentary gifts connected to a returned order must also be returned if keeping them would cause the order to no longer meet the stated promotional conditions.

This policy does not exclude, restrict, or replace any mandatory rights you have under applicable consumer law, including rights relating to faulty, misdescribed, or non-conforming goods.

If any provision of this policy conflicts with a mandatory legal right, the mandatory legal right will prevail.

For questions concerning a return, refund, or cancellation, contact Pine & Gleam:

Email: pineandgleam@outlook.fr

Phone: +33 6 43 22 31 07

Customer service: Available 24/7