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Terms and Conditions

Pinpak Refund Policy

Pinpak complies with Australian Consumer Law (ACL) in relation to refunds or exchanges.

Claims have to be made within 30 days of the invoice date

If an item or product purchased online from our website has a major problem or defect you are entitled to a refund, replacement or exchange for a similar product once your claim has been assessed.

Note we are not obliged to provide a refund or exchange if you change your mind however we will consider doing so on a case by case basis. Please contact one of our sales team on 03 9897 4000 or sales@pinpak.com.au to discuss this further.

Change of Mind” refunds or exchanges do not extend to freight charges, custom made products or clearance/discounted items. Also items must be returned in “as new” condition in original packaging. Note we reserve the right to charge a re-stocking fee if applicable.

How to Request a Refund or Exchange

If you have a problem with an item or product purchased online and wish to request a refund, replacement or exchange, please contact our sales team on 03 9897 4000 or sales@pinpak.com.au  with your invoice number and details of the issues (if any).

Exchanges, replacements or refunds are processed within 1 to 3 business days for stock items once the claim has been accepted & the item(s) have been returned to us. The exception to this is with custom made products which can take longer to re-make.

Refunds are processed via the same method of receipt. For example, payments by credit card will be refunded to same card via the secure gateway. Payments via bank transfer will be credited to the same account.

Shipping

Most items purchased online are despatched within 1 to 3 working days of receipt of your payment. The exception to this is when an item is out of stock. We will contact you by phone or email if any part of your order will be more than 1 week away from despatch and offer you the choice to backorder the item or exchange for a similar item. Note backorders are shipped at our cost – you only pay the freight charge once.

Shipping Methods

Melbourne Metro – Our own drivers or Couriers Please

Country and Interstate – Star Track Express Road) or Australia Post. We can also send Overnight Express which is quoted on request. Please call 03 9897 4000 or email sales@pinpak.com.au

Note other shipping methods are available on request such as express/overnight or we can consign deliveries on your nominated carrier of choice (a handling fee may apply).