Customer service

Refund policy

Everything about ordering, shipping and returns at PINO, written as clearly as we can.

All policies

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This is in accordance with your rights under the EU Consumer Rights Directive.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@pinopets.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

You can always contact us for any return question at hello@pinopets.com.

 

Free returns
We offer 1 free return per customer in Belgium, the Netherlands, Germany and Luxembourg. Once we have accepted your return, we will send you a link whereby you can create a free return label.

Free returns do not apply to purchases made during our B-stock sale or archive sales.
Returns can be addressed to:
Hangar K - PINO
Nelson Mandelaplein 2
8500 Kortrijk
Belgium

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If a shipment outside the EU is refused or not collected, for example because import duties or taxes were not paid, we refund the order after deduction of the costs this has caused (see Article 9 of our Terms of Service).

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards. Items bought at a reduced price can also be returned; the same 14-day return period applies. Purchases made during our B-stock sale or archive sales are not eligible for a free return (see above).


Exchanges
If you would like a different item, please return your order and place a new order for the items you want. 

Still a question?

Mail us at hello@pinopets.com. A real person replies, usually within one working day.

Read the FAQ

Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This is in accordance with your rights under the EU Consumer Rights Directive.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@pinopets.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

You can always contact us for any return question at hello@pinopets.com.

 

Free returns
We offer 1 free return per customer in Belgium, the Netherlands, Germany and Luxembourg. Once we have accepted your return, we will send you a link whereby you can create a free return label.

Free returns do not apply to purchases made during our B-stock sale or archive sales.
Returns can be addressed to:
Hangar K - PINO
Nelson Mandelaplein 2
8500 Kortrijk
Belgium

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If a shipment outside the EU is refused or not collected, for example because import duties or taxes were not paid, we refund the order after deduction of the costs this has caused (see Article 9 of our Terms of Service).

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards. Items bought at a reduced price can also be returned; the same 14-day return period applies. Purchases made during our B-stock sale or archive sales are not eligible for a free return (see above).


Exchanges
If you would like a different item, please return your order and place a new order for the items you want.