Refund policy

Last updated: November 15, 2025

This Return & Refund Policy (this “Policy”) is part of and incorporated into the PINO Gifts Terms of Service (the “Terms”). Capitalized terms used but not defined in this Policy have the meanings given to them in the Terms.

By placing an order with PINO USA, LLC, doing business as “PINO Gifts” (“PINO Gifts,” “we,” “us,” or “our”), you agree to this Policy and the Terms, including the limitations of liability and dispute resolution provisions under California law.

1. Scope & General Rule

Unless a product page or order confirmation clearly states otherwise (for example, “Final Sale” or “Non-returnable”), and subject to the Terms and this Policy:

Eligible items may be returned within 30 calendar days from the date the order is delivered; and
Approved returns are subject to a restocking fee of 40% of the product subtotal plus a $15 processing fee per order, except where otherwise required by law or where we determine a fee waiver is appropriate (for example, for confirmed damaged or incorrect items as described below).

If there is any conflict between this Policy and the Terms, the Terms control to the maximum extent permitted by law.

2. Local Delivery Only (No Shipping Yet)

As described in the Terms, PINO Gifts currently offers local delivery only (no mail or courier shipping) within approximately 40–50 miles of ZIP code 94043 (the “Delivery Area”).

The 30-day return window runs from the date your order is delivered within the Delivery Area.
Delivery fees and service charges are generally non-refundable, except where we are at fault (for example, wrong item delivered).

3. Condition of Returned Items

Except for damaged or incorrect items described in Section 6 below, items must meet all of the following to be eligible for a standard return:

Unused and unopened, in original packaging, including all tags, inserts, ribbons, and accessories.
Free from signs of wear, use, or damage after delivery.
Any related promotional items or free gifts must also be returned, or their value may be deducted from your refund.

We may decline a return or reduce the refund if items are not returned in acceptable condition, consistent with the Terms.

4. Gift Boxes, Baskets & Bundles

Many PINO Gifts products are curated gift boxes, baskets, or bundles (for example, a mug + coffee beans + treats, or a balloon bundle).

4.1 Whole-set returns only

Consistent with how products are sold and described on the Site:

Single items from a gift box, basket, or bundle cannot be returned on their own.
The entire set must be returned together for a standard return and refund to be processed.

Example:
If your gift box includes a mug, coffee beans, and a candle, you may not return only the mug. You must return the full box (mug + coffee beans + candle), unless you qualify under the damaged/defective/expired exception in Section 4.2 or the personalized-item rules in Section 4.3 and Section 7.1.

4.2 Exception – defective or expired item inside a set

If one item in a set is damaged, defective, or past its expiration / “best by” date at the time of delivery (for example, coffee beans that arrive expired):

You do not have to return the entire set solely because of that item.
At our discretion, we may:
- Replace the affected item,
- Provide a partial refund or store credit for that item only, or
- Offer another reasonable remedy consistent with the Terms.

4.3 Personalized orders inside sets (final sale; 24-hour notice for damage)

Orders that include personalized items—for example:

Balloons printed or hand-lettered with names, dates, or custom messages,
Custom-printed or monogrammed products, or
Any gift box, basket, or bundle that we personalize specifically for you,

are generally final sale and non-returnable for change of mind or user-provided errors (such as spelling, wording, or date mistakes submitted in your order).

However, if a personalized item arrives damaged, defective, or materially incorrect due to our error:

You must notify us in writing within twenty-four (24) hours of delivery,
Include your order number and clear photos of the item and packaging, and
Describe the issue in reasonable detail.

If you do so and we confirm the issue, we will, at our option and consistent with the Terms:

Re-create or replace the personalized item or arrangement,
Provide a full or partial refund, or
Issue store credit.

If we do not receive notice within 24 hours of delivery for personalized items, we may be unable to offer a replacement, refund, or credit, except where required by applicable law.

5. Restocking Fee & Refund Calculation

For standard change-of-mind or non-defective returns:

We charge a restocking fee equal to 40% of the product subtotal, plus a flat $15 processing fee per order.
The product subtotal is calculated before taxes, delivery fees, and service charges.

Example:

Product subtotal: $100
40% restocking fee: $40
Plus $15 processing fee
Total fees: $55
Refund (before any other adjustments): $45

Unless otherwise required by law or noted in the Terms:

Delivery fees, rush fees, and service charges are non-refundable.
We may, in our sole discretion, waive or reduce the restocking fee for certain approved returns (e.g., where we are at fault).

6. Damaged, Defective, or Incorrect Items

Consistent with the Terms, if any item in your order is damaged, defective, or incorrect at the time of delivery:

Notify us promptly, preferably within 5 calendar days of delivery, by emailing [support@pinogifts.com] or using the contact form on the Site.
Include:
- Your order number,
- A brief description of the issue, and
- Clear photographs of the item and packaging.

Once we review and confirm:

We will, at our option and in line with the Terms:
- Re-create or replace the item or arrangement,
- Provide a full or partial refund, or
- Issue store credit.
No restocking fee will apply for confirmed damaged/defective/incorrect items.

We may deny or limit remedies if:

The item shows signs of misuse or damage after delivery, or
The problem arises after the expected lifespan of the product (for example, balloons naturally deflating after the typical float time).

For personalized or custom items, the specific 24-hour notice requirement in Section 7.1 also applies.

7. Personalized, Custom & Perishable Items

To stay consistent with the expectations set out in the Terms and Section 4.3 of this Policy:

7.1 Personalized and custom items (final sale; 24-hour notice)

Personalized or custom items—including, without limitation:

Balloons printed or hand-lettered with names, dates, initials, or custom messages,
Custom-printed, engraved, or monogrammed products, and
Any gift box, basket, or bundle that we personalize specifically for you,

are generally final sale and non-returnable for change of mind or for errors in the information you provide (such as spelling, wording, or dates).

However, if a personalized or custom item arrives damaged, defective, or materially incorrect due to our error:

You must notify us in writing within twenty-four (24) hours of delivery,
Include your order number,
Attach clear photos of the item and packaging, and
Provide a brief description of the issue.

If you meet this 24-hour notice requirement and we confirm the issue, we will, at our option and consistent with the Terms and Section 4.3:

Re-create or replace the personalized item or arrangement,
Provide a full or partial refund, or
Issue store credit.

If we do not receive notice within 24 hours of delivery for a personalized or custom item, we may be unable to offer a replacement, refund, or credit, except where required by applicable law.

7.2 Perishable items

Certain products may be perishable (for example, food, snacks, or other consumables) and may have an expiration or “best by” date:

Perishable items are not eligible for standard change-of-mind returns once opened, used, or partially consumed.
If a perishable item arrives expired, spoiled, or unsafe, please contact us as described in Section 6 as soon as reasonably possible, with your order number and photos.

If we confirm that a perishable product was delivered in an unusable condition or already past its expiration date, we will, at our option and consistent with the Terms:

Replace the item,
Provide a full or partial refund, or
Issue store credit.

8. Non-Returnable / Final Sale Items

In addition to the above, and consistent with the Terms, the following are final sale unless required by law:

Items listed on the Site or at checkout as “Final Sale” or “Non-returnable”.
Used, opened, or partially consumed items (other than confirmed quality issues at delivery).
Any digital or downloadable products, if we offer them.

Please review product descriptions carefully before placing your order.

9. How to Request a Return

To request a return or refund under this Policy:

Contact us at [support@pinogifts.com] or via the contact form on the Site.
Provide:
- Your full name,
- Order number,
- Clear photos if the item is damaged/defective/incorrect, and
- A brief explanation of your request.

Do not send items back without prior authorization.
Unauthorized returns may not be accepted or refunded and may be handled in accordance with the Terms.

If a physical return is required:

We will provide instructions for drop-off or pickup within our Delivery Area.
Returned items remain your responsibility until they are received and inspected by us.

10. Cancellations & Order Changes

As stated in the Terms:

You may request to cancel or modify your order within 24 hours after placing the order OR at least 72 hours before the scheduled delivery time, whichever is longer.
After that window, materials may have been purchased and preparation may be underway, and we may be unable to cancel or modify the order.

If we agree to a cancellation after preparation has started:

We may charge a cancellation fee (which may be similar to or up to the applicable restocking fee) to cover costs already incurred.
Any permitted refunds will be processed consistent with this Policy and the Terms.

11. Refund Method & Timing

If a refund is approved:

We typically issue refunds to the original method of payment.
In some cases, as allowed by the Terms, we may offer store credit instead of a cash refund (for example, for partial issues in a gift box).
After we receive and inspect any required returned items, please allow 10–15 business days for us to process the refund.
Your bank or card issuer may require additional time to post the funds to your account.

We will send you an email confirmation once your refund is processed.

12. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, the law, or our Terms. When we do, we will update the “Last updated” date above. The version in effect on the date of your purchase will generally govern that purchase.

13. Contact Information

If you have any questions about this Policy or the Terms, please contact us:

PINO Gifts
PINO USA, LLC, doing business as “PINO Gifts”
Email: [support@pinogifts.com]
Mailing Address: 28 GEARY ST STE 650 # 150 SAN FRANCISCO, CALIFORNIA 94108