CANCELLATION, REFUND AND RETURN POLICY

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Please feel free to write to us at contact@pinenlime.com for any concerns regarding our Cancellation, refund, and return policy

 

 

CANCELLATION POLICY

Cancellation of International Orders

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International Orders i.e orders with a delivery address outside of India CANNOT be cancelled once placed. To make all your beautiful orders reach you in time, we process the orders in 2 hours after receiving them. In case the order has not been processed, we’ll try to cancel it.
 

Cancellation of Domestic Orders

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All Orders with a delivery address within India may be cancelled within 2 hours from the time the order is placed at no extra cancellation cost.

Products that can be cancelled within 2 hours from the time of placing the order at no extra cost:

• Memory Maps

• Arte Aŭdaca

• Lub Dub Lamps
   

Orders for products that are customized or personalized in nature can also be cancelled AFTER they are shipped (with status ‘In Transit’), however, a cancellation fee amounting to 50% of the cost of the order shall be levied on such cancellation and we shall refund the remaining 50% to you. For orders that are Out for Delivery or Delivered, cannot be cancelled or refunded. If the customer wants, they can simply refuse to accept the order at the time of Delivery.

Products that can be cancelled AFTER shipment with refund of 50% cost

• Memory Maps

• Arte Aŭdaca

 

In all cases of cancellation, refund of money, if any, will be provided within 48-72 business hours, after receiving the cancellation request and may take 4-7 additional business days for the amount to reflect in your account.

Please note that the refund once approved at our end may sometimes be affected by delays at the end of our third-party payment partner or at the receiver’s bank and we do not have any control over the same.

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the request for refund/cancellation.

You can write to us at contact@pinenlime.com or call us on +91 98183 82099  (Monday to Saturday, 10 AM to 7 PM and Sunday, 10 AM to 5 PM) to cancel your domestic orders.

 

REFUND, RETURN AND EXCHANGE POLICY FOR DAMAGED OR INCORRECT PRODUCTS

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Pine & Lime takes utmost care while packaging and shipping all its products. However, if you receive a damaged or incorrect product from Pine & Lime, you may request for a refund or exchange of the product. Since the products are custom made we don't require you to ship them back to us in case they are damaged.

International Orders

Please note that International deliveries are not eligible for replacement  and we shall be happy to refund the amount of your order in the event you receive a damaged product from us. Customs delays are common and we cannot control or prevent this type of delay. Pine & Lime does not take responsibility for lost and delayed packages due to customers that type incorrect, insufficient, or wrong shipping addresses. However, we will assist you in conveying the correct address to our delivery partners.

 
Domestic Orders

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You may follow the procedure below in case you receive a damaged product from us:

• Step 1: Make a video and take pictures clearly capturing the precise nature and extent of the damage to the product and send us the same at our Instagram handle @pineandlime or email them to us at contact@pinenlime.com within 5 days from receiving the product is delivered.  

If you have received an incorrect product, please provide details of the product you ordered and the product you received and attach pictures of the product received.
 

• Step 2: Attach the details of the order including sender’s and receiver’s name, your email id, and the order id sent to you from Pine & Lime to the message along with details such as if you would like a replacement or refund for your order.
   

• Step 3: We will endeavour to process your request for refund or replacement within 7 days from when we receive a request from you.

 

Refund, if so requested by you, will be provided within 48-72 business hours, after we have processed and approved your request and it may take 4-7 additional business days for the amount to reflect in your account.

We shall endeavour to ship replacement products within 24-48 business hours after we have processed and approved your request

If we approve a refund against your product, we will refund the invoiced rupee value for the damaged / defective / incorrect product upon you providing the details of the order including sender’s and receiver’s name, your email id, and the order id sent to you from Pine & Lime. .

Please note that we will be able to replace any damaged / defective / incorrect product subject to the availability of such product with us. In the event that a replacement is not available, we will refund you the full amount.
 

A Note about Quality: Sometimes your print may differ slightly than what is presented in the map editor. For example, some colors may come out slightly darker/lighter and bolder/dull than what is displayed on the map editor as the medium of display is digital. Coloring can change between devices and display settings. By ordering a product with pinenlime.com, you are agreeing that you acknowledge this and requests for products attempting to be returned or refunded for such reasons may not be qualified. We guarantee a high-quality product, however, nuances in colors/emojis/icons/text alignment are not in our control as every individual may have a different device they view their prospective order on.

 

FAQs

What are the circumstances in which my refund or exchange or return request may be rejected? 

A refund or replacement  request may be rejected by Pine & Lime in the following circumstances

• If a request for refund/return is sent after 5 business days of delivery of the product to you.

 

• If the videos or pictures of a damaged product sent to us do not clearly show the damage.

 

• If the prints inside the frames have been tampered with by the user. For example, the print has been rubbed, the print has been scraped off or the customer has forcefully tried to open the frame. All our prints are sealed by glass/acrylic glass top and the back of the frame is pinned down.  

 

• If the frame received is perfectly fine but the box gets damaged in transit. Please note we consider the gift wrapping inside the box and not outside. The box is only for protection.

 

• If you have not provided the details of your order including sender’s and receiver’s name, your email id, and the order id sent to you with us .

• If the order does not arrive on time for a specific occasion/holiday. 

• If the products that are accidentally ordered and are now unwanted. 

• If the user has provided incorrect delivery details (name, address, postal code and contact) and the product gets delivered to the same. However, we will help out with conveying this to the delivery partners. 

• If the package is marked for self collection from the delivery partner’s end and the customer is unable or unavailable to pick it up despite several reminders. 

• If the status shows Delivered and the product has not been received by the customer. In this case we take 24 hours to get a Proof of Delivery from the delivery partners and then process the request.

• If the merchandise/maps designed and customized by the user on pinenlime.com are not up to the standards of the customer/purchaser/individual upon receiving the order.

• If the Date in making any customized map is entered wrong while ordering. We understand that these are errors that can take place easily but Pine & Lime has no involvement in an error like this. You can always ask us for a print copy (physical) of your map which is chargeable and replace your map print in the frame received.

• If there are spelling/grammatical errors made by the end user. All the custom orders are created by the user on www.pinenlime.com and we simply generate orders on our systems. We do not edit the information in user-customized orders, manually. Pine & Lime takes no responsibility for this.

• If the emoji/icons made by the user are not identical in the physical product due to difference in softwares/devices (android/iOS). We have no control over this as every individual may have a different device they view their prospective order on.

• If the print differs slightly than what is presented in the map editor. For example, some colors may come out slightly darker/lighter and bolder/dull than what is displayed on the map editor as the medium of display is digital. Coloring can change between devices and display settings. However, we do our best in using high quality printers. In addition to this, sometimes the alignment of the font might be different while previewing the custom order as in the physical order. This is again due to the difference in device the users view their prospective order on.

• If the user has no remembrance of the customization made at the time of order and rejects upon receiving the order basis that thought. We have the provision of preview on multiple steps before the user places the order. We also request users to Sign Up/Log In at the time of making the order so that users can View their orders later and in customized products, make edits up to 2 hours. 

 

Can I return part of my order?

Unfortunately due to the custom nature of the product, we will not be able to accept returns. An order once shipped shall be considered a final purchase.