Return & Refund Policy

Because every Pineweave product is custom-made specifically for your family, all personalized products are final sale and cannot be returned, exchanged, or refunded.

📦 Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 7 days of delivery.

Please include clear photos showing the issue so our team can review it.

If the issue is confirmed, we will remake and resend your item at no additional cost.

❌ Non-Returnable Items

We cannot accept returns or refunds for:

• Personalized or custom-made products
• Approved custom designs
• Gift cards
• Items marked as final sale
• Orders containing incorrect information or photos submitted by the customer

🇪🇺 European Union Orders

The standard EU 14-day right of withdrawal generally does not apply to products that are made to your specifications or clearly personalized.

This does not affect your rights if an item arrives damaged, defective, or incorrect.

💳 Refunds

If a refund is approved in an exceptional case, it will be issued to your original payment method.

Please allow up to 10 business days for your bank or payment provider to process the refund after it has been issued.

If you have any questions or experience an issue with your order, please contact our customer support team and we’ll be happy to help.