Damaged or Defective Items
Quick Tip
Report issues with your item or access more detailed information by visiting the “My Orders” section on Pinshop!
Pinshop's Policy on Damaged or Defective Items
We understand how disappointing it can be to receive a damaged or defective item. If you've received such an item, we're here to help you find a resolution. You must report the damage or defect within 30 days of the delivery date for most items. For items delivered via our Full Service Delivery, any damages or defects must be reported within 3 days. Our teams will inspect the item during delivery to ensure everything is in order.
To ensure we can effectively address your concerns and make things right, we will require you to provide photos of the damaged or defective item(s). If you are instructed to return the original item and it is not received at our Returns Center, we reserve the right to reverse any refund or charge for a replacement unit. Additionally, we reserve the right to decline service for any damaged or defective item reported more than 30 days after the delivery date. To initiate the process, please visit the “My Orders” section on Pinshop.
How to Report Damaged or Defective Items
1. Log into Your Account: Sign in to your Pinshop account and find the item(s) in question under the “My Orders” section.
2. Select the Problem Option: Click on “Problem with this Order” (this option will only be available for eligible items. For most orders, it must be reported within 30 days, and for Full Service Delivery, within 3 days).
3. Follow the Prompts: Complete the prompts to submit your request for resolution. Provide as much detail as possible about the damage or defect.
4. Upload Photos: You need to upload photos that clearly show:
1. The entire item, removed from the box (if it's safe to do so, please inspect the item even if the packaging is damaged).
2. The packaging, if it's still available.
3. Clear, close-up photos of the damaged or defective parts of the item(s).
5. Confirmation and Next Steps: Once you've submitted your request, you will receive an email confirming the resolution and outlining the next steps. If you are asked to return the original item, detailed instructions will be provided via email and in your “My Account” section.
It's important to have the photos ready as described above before reaching out. You can also upload photos in advance through the Incident Photo Portal in your “My Account” section:
· Navigate to the “My Orders” section in your “My Account”.
· Click “View Details” for the relevant order or item.
· Click on the “Incident Photo Portal”.
· Follow the instructions to upload the required photos.
What to Do If It's Been More Than 30 Days Since Delivery (or More Than 3 Days for Full Service Delivery) but Your Item Has a Manufacturer's Warranty/Protection Plan
If the time since delivery has exceeded 30 days (or 3 days for Full Service Delivery items), but your item is covered by an eligible manufacturer's warranty or protection plan, please contact our support team for assistance in finding a resolution. For more information on other protection plan coverages, please refer to [this link](insert relevant link if applicable).
How to Know If Your Item Has a Manufacturer’s Warranty
To check if your item is eligible for a manufacturer's warranty, scroll down on the item's product page, select the “Specifications” tab, and look for the warranty details under the “Warranty” section.
How to Know If You Purchased a Protection Plan
If you've purchased a protection plan for your item, it will be listed as an “added” purchase on the line item in the “My Orders” section.
What to Do If Your Open Box or Clearance Item Is Damaged/Defective
We can assist you with open box or clearance items that are damaged or defective. However, please note that the available resolution options may be more limited compared to regular items.
What to Do If You Are Instructed to Return Your Damaged/Defective Item but Don't Have the Original Packaging
If you need to return a damaged or defective item but the original packaging is no longer available, you can use the original packaging if it's still in usable condition or a similar-sized box. Pinshop is unable to provide boxes or packaging for the return.
What to Do If You Are Not Instructed to Return Your Damaged/Defective Item
If you are not instructed to return your item and do not receive any email instructions regarding the return, you have the option to dispose of the damaged unit properly or donate it to a charity.
