SHIPPING AND RETURNS POLICY
All items will be express posted.
Approximate delivery times: 2- 5 working days dependent on Australia Post.
Please note times may vary due to Australia Post.
RETURNS, REFUND AND EXCHANGE POLICY
The Pineapple House Boutique is NOT required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.
This is when the item: has a problem that would have stopped you from buying the item if you had known about it; is unsafe; is significantly different from the sample or description; and, doesn’t do what we said it would.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your your receipt.
Sorry, we do not offer returns or refunds on the following items.
Earrings
Sunglasses
Socks
Perfume & Grooming products
Candles
Glassware
Our return policy lasts 7 days from receipt of goods. For online customers this is 7 days from when your order arrives. If the product or garment you have purchased is not suitable, we will be pleased to offer you an exchange, credit note or refund if it meets our refund criteria below.
Unfortunately, we do not offer a refund or exchange on goods delivered more than 7 days from the customer receiving the item (if by mail) or from purchase in-store (unless the item is faulty).
If, once your order arrives, you feel that the sizing or colour is incorrect and wish to exchange the garment for another size, colour or another style please contact us. Please note you must receive approval prior to sending your item back to us.
For clothing, to be eligible for a return, your garment must be unworn, with labels still attached and in the original packaging. Any garment that has been altered, smells of perfume or deodorant or is marked in any way, cannot be returned. To avoid damage, remove jewellery before trying garments on and leave all swing tags and accessories attached to the garment. This does not mean that you cannot try on your new purchase, just that we cannot accept any items that show signs of wear or use or have been washed or dry cleaned.
Any non-clothing items must be unused and in their original packaging. Any sign of use or wear will disqualify the item from being returned or exchanged.
Additional non-returnable items: bed linen; perfume; bath and body care products; books; gift cards; any item not in its original condition, is damaged or missing parts for reasons not due to our error; and, any item that is returned more than 7 days after delivery
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged unless the item is faulty or damaged.
EXCHANGES
We only replace items if they are defective or damaged.
FAULTY ITEMS
We will happily repair, exchange or refund faulty items within 7 days of receipt of goods in accordance with the ACCC guidelines.
Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Please contact us by phone or email to discuss the fault that has occurred.
REFUNDS
Once your return is received and inspected, we will send you an email or telephone you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
RETURNS SHIPPING
You will be responsible for paying for your own shipping costs for returning your item, unless the item sent is faulty or damaged. Shipping costs are non-refundable. If you receive a refund for a faulty or incorrect item, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and The Pineapple House is not responsible for items lost in transit.
* In accordance with Consumer Affairs NSW, consumers do not have a right to return a product if they:
changed their mind and no longer want the product
ordered the wrong product
found the product cheaper elsewhere
found a better product elsewhere
were aware of the relevant fault before buying the product - for example, if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online
damaged the product by misusing it
used the product for a long time and the problem is as a result of usual wear and tear.