SHIPPING, CANCELLATION AND REFUND POLICY
SHIPPING POLICY
⦁ Orders are shipped out every Monday and Thursday depending on the date that payment is verified and successful (a 'successful payment' email will be sent to the email address given).
⦁ If you require same day delivery, kindly place your order through Instagram @pineapplegems or Whatsapp us at +60102217831. Same day delivery charges apply.
⦁ All orders will be shipped from Kuala Lumpur, Malaysia. Please ensure all of your shipping details provided are 100% complete and accurate.
⦁ If you have any request for change of shipping address, please contact us via Instagram direct message @pineapplegems or Whatsapp us at +60102217831 as soon as possible, within 12 hours upon your order submission.
⦁ Please note that we do not ship on public holidays.
⦁ Please expect shipping delays during high-volume of orders as we hand-pack each order with love and care but rest assured, we will try our very best.
⦁ Shipping cost is calculated at checkout.
⦁ Cut off time is 3pm on Monday and Thursday if you wish to join the delivery on those days.
IMPORTANT :
⦁ Pineapple Gems will not be responsible for any costs related to returned packages due to but not limited to, unclaimed packages, failed delivery, incorrect address provided. If a package is returned to us, the customer will be responsible for any additional shipping costs and previous shipping costs will not be refunded.
⦁ Once we shipped your parcel, we shall not be held responsible for any delayed, lost, stolen or damaged parcels. It is recommended that you make an effort to contact the respective courier prior to contacting us for assistance. In any case that all else fails, don't worry because we will still be here for you!
Tracking Link
Once the parcel has been processed for shipping, you will receive an email from Pineapple Gems containing a tracking link for your parcel. Click the link to track your parcel status and stay updated on its whereabouts! Please make sure to provide an email address you're using.
CANCELLATION POLICY
Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.
RETURN & REFUND POLICY
The following are the policies to be eligible for return/refund requests after shipment/ receipt of goods:
⦁ All goods sold are non-refundable except (i) Failed Delivery (ii) Wrong Delivery and (iii) Damaged good during delivery.
⦁ Only items that have been purchased directly from Pineapple Gems Online Store can be eligible for a return.
⦁ Any Pineapple Gems Online Store product purchased through other retailers (if applicable) is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
Goods are eligible for a RETURN if:
Order is incorrect:
⦁ The item is not the item you ordered. Wrong size or the colour is different from what is indicated on the order summary, or there are missing items inside the packaging.
Customer ordered a wrong size and wish to change to another size:
⦁ Take note that return shipping is chargeable to customer in this case.
Goods are eligible for a REFUND if:
Order is damaged:
The items is found to be damaged upon receipt. Items has been tampered/refurbished or modified.
Returned items must meet the following requirements:
⦁ The item must be shipped back to us within 3 days upon receipt. (as proved by the postal or courier receipt).
⦁ You have proof of purchase (order invoice number and receipt).
⦁ Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
⦁ Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.
⦁ We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.
REFUND PROCEDURE
Your full/partial refund will be issued once we have received and examined the returned goods. Once the returned goods fulfil our return policy, the full/partial refund will be initiated. The method of refund will be processed depending on your original payment method:
⦁ Online Bank Transfer, refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
⦁ Credit card refunds services, refunds will be sent to the card-issuing bank.
Kindly contact your card-issuing bank with regards to the duration of the credit refunds.
We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.
