Return, Exchange & Warranty Policy

At Pineworks Gifts, customer satisfaction is important to us. Please read our Return, Exchange & Warranty Policy carefully before making a purchase.

Important Information for Defective or Incorrect Products

Upon receiving your parcel, please inspect the product immediately to ensure it is in good condition and matches your order. In the event that you receive a defective, damaged, malfunctioning, or incorrect product, you must record a complete unboxing video from the moment the unopened parcel is shown until the product is fully inspected. The video must clearly display the shipping label, the opening of the parcel, the condition of the product upon unboxing, and a close-up view of the reported defect, damage, malfunction, or issue. An unboxing video and clear photos of the defect are mandatory requirements for all claims.

All defects, wrong item, damage, or warranty claims must be reported within 3 calendar days from the date the parcel is received and opened. Claims submitted after this period may not be accepted. To initiate a claim, please contact our Customer Service team with your order number, unboxing video, supporting photographs, and a brief description of the issue via WhatsApp to +60122060530 or email us at ask@pineworks.shop. Failure to provide the required evidence may result in the claim being declined.


Eligible Reasons for Return, Exchange & Warranty Claims

While every effort is made to ensure product quality through our quality assurance (QA) inspection process before shipment, we kindly request that you notify us immediately (within 3 working days) if you receive a product that is defective, incorrect, or does not match your order specifications.

Return, exchange, or warranty claims will only be considered under the following circumstances:

  • The product has a visible manufacturing defect or damage upon receipt.

  • An incorrect product was sent by our team.

  • A personalised product does not match the details, text, design, or specifications submitted during the ordering process.


Terms & Conditions

1. Exchange Policy

  • No cash refunds, bank transfers, or payment refunds will be provided for approved exchange claims.

  • Exchanges are only valid for the same product model subject to stock availability.

  • If the replacement product has higher value, customers are required to pay the price difference. If the replacement product has a lower value, no refund or store credit will be provided for the difference.

2. Claim Period

  • Defect, damage, wrong item, and warranty claims must be reported within 2 days of receiving and opening the parcel.

  • Claims submitted after the applicable claim period will not be entertained.

For assistance, contact us via:

  • WhatsApp: 60122060530

  • Email: ask@Pineworks.shop

3. Order Cancellation

  • No cash refunds will be provided for cancelled orders due to change of mind after order placed.

4. Product Appearance

Products displayed on our website may differ slightly from the actual product due to photography, lighting conditions, monitor settings, and screen calibration. Such differences shall not be considered defects and are not valid grounds for exchange or return.

5. Return Packaging Requirements

All products returned for exchange or warranty inspection must be returned in their original packaging and include all accessories, manuals, and components supplied with the product. Returns with incomplete items, missing components, damaged packaging, or inadequate packaging may be rejected.

6. Natural Characteristics of Wood Products

As wood is a natural material, variations in wood grain, colour, pattern, texture, and shape are natural characteristics and are not considered manufacturing defects. Exchanges, returns, or warranty claims arising from such variations will not be accepted.

7. Return Shipping Costs

The cost of returning a product to Pineworks Gifts shall be borne by the customer. For approved exchange or warranty claims, the shipping cost for the replacement item sent back to the customer will be borne by Pineworks Gifts.

8. Inspection & Processing Time

All returned products are subject to inspection and verification before approval. Inspection may take up to 2-3 working days upon receipt of the returned item and will be communicated by our team on the status and progress. Once approved, replacement products will be dispatched within 5-7 working days, and delivery may require an additional 2–3 working days depending on the courier service and destination.


Reservation of Rights

Pineworks Gifts reserves the right to reject any claim that does not comply with the terms stated in this policy, lacks sufficient supporting evidence, shows signs of misuse, negligence, accidental damage, unauthorized modification, or is submitted outside the stipulated claim period.

By placing an order with Pineworks Gifts, customers acknowledge and agree to the terms outlined in this Return, Exchange & Warranty Policy.

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