Returns and Refunds Policy

Pinbuds Pty Ltd (ABN: 35 670 797 038)
Last updated: 1 September 2025

1. Our Commitment Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

2. Change of Mind Returns

We accept change of mind returns within 14 days of delivery, subject to the following conditions:

- The item must be unused, unworn, and in its original packaging with all tags and accessories intact
- You must contact us before sending anything back to receive a Return Authorisation
- Return shipping is at your cost, and we recommend using a tracked service as we cannot be responsible for items lost in transit
- Once we receive and inspect the returned item, we will issue a store credit to the value of the item, excluding original shipping charges
- Store credits do not expire

We reserve the right to decline a change of mind return if the item shows signs of use, damage, or is not returned in its original condition.

3. Items Not Eligible for Change of Mind Returns

The following items cannot be returned under change of mind:

- Custom, personalised, or made-to-order items
- Sale or clearance items
- B-Grade and display items (see Section 7)
- Earrings, wearable accessories, or any hygiene-sensitive items that have been opened or worn
- Digital products or downloadable files

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not as described, please contact us within 30 days of delivery with the following:

- Your order number
- A description of the issue
- Clear photos showing the fault or damage

We will assess your claim and, depending on the nature of the fault, offer a repair, replacement, or refund in line with your rights under the Australian Consumer Law.

For a major failure (the item is unsafe, significantly different from its description, or has a fault that would have prevented you from purchasing), you may choose between a full refund, a replacement, or compensation for the reduction in value.

For a minor failure (a fault that can be reasonably repaired or remedied), we will determine whether to repair, replace, or refund at our discretion.

Return shipping costs for faulty or incorrect items will be covered by us. We will provide a prepaid label or reimburse reasonable return shipping costs upon request.

5. Custom and Made-to-Order Items

Custom and personalised items are final sale and cannot be returned or exchanged unless they arrive faulty, damaged, or not as described. Please review all customisation details carefully before placing your order.

6. Sale and Clearance Items

Sale and clearance items are final sale and are not eligible for change of mind returns or store credits. Your rights under the Australian Consumer Law for genuine faults still apply.

7. B-Grade and Display Items

Some products are listed as B-Grade or display items. These products are sold at a reduced price and their condition, including any defects, signs of use, or cosmetic imperfections, is clearly disclosed in the product description at the time of purchase.

By purchasing a B-Grade or display item, you acknowledge that you have read and accepted the disclosed condition of that item. B-Grade and display items are final sale and are not eligible for:

- Change of mind returns or store credits
- Returns or refunds based on the disclosed defects or signs of use

Your rights under the Australian Consumer Law still apply in the event a B-Grade item has an undisclosed fault that was not described in the product listing.

8. Wearable and Hygiene-Sensitive Items

For health and hygiene reasons, earrings and other wearable accessories cannot be returned or exchanged once the packaging has been opened or the item has been worn, unless the item is faulty.

9. How to Lodge a Return

1. Email us at hello@pinbuds.com within the applicable timeframe
2. Include your order number and reason for return
3. Wait for a Return Authorisation before sending anything back, as items sent without authorisation may not be processed
4. Once approved, send the item back using a tracked shipping method
5. We will process your store credit or resolution within 5 business days of receiving the returned item

10. Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error or a faulty product. Return shipping for change of mind returns is at the customer's expense.

11. Contact Us

Pinbuds Pty Ltd
ABN: 35 670 797 038
Email: hello@pinbuds.com
We aim to respond to all enquiries within 1 to 2 business days.