Sale Terms and Conditions: Refund, Returns Policy and Warranty

Company Details

PINE64 EU Lukasz Erecinski
NIP: 8943184443
REGON: 521703439
ul. Cynowa 6/1
53-437 Wrocław
Poland

Sale and Shipping

We dispatch orders within 48 hours from receiving payment. We work Monday – Friday and do not ship during the weekends or Polish bank holidays. If you place an order Friday evening or over the weekend you can expect it to be processed and dispatched on Monday the following week. Your order should arrive within 7 working days of dispatch, usually less. The arrival time does, however, ultimately depend on your local post and courier services and their efficacy.

For queries regarding shipping please reach out to us on info@pine64eu.com

Refund Policy

Our refund and returns policy lasts 14 days. During these 14 days, you have no obligation to explain why you choose to return the item. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

As mandated by Polish law, and in accordance with EU guidelines, law and regulation: “A customer who made a purchase remotely, can withdraw from the purchase contract within 14 calendar days, without providing a giving and without incurring costs, except for the costs indicated below”

To be eligible for a return, your item must be returned to us in the same condition that you received it. We ask you return the device/ goods in the original box and with all accessories that were sold to you.

Prior to returning a device we ask you to contact support on: support@pine64eu.com

If we are not notified prior to you returning the device we cannot act on your refund request.

Our return address is:

Cynowa 6/1,
Wroclaw, 43-435,
Poland

From the moment you contact us requesting a return you have 14 days to return the goods to us.

Please do not send your purchase back to Pine Store Ltd. (the device manufacturer).

There are certain situations where only partial or no refunds are granted:

If the device / goods have been damaged in an obvious way
If device warranty was breached (e.g. device was disassembled)
If the device was used in an unintended way
If there is noticeable cosmetic damage to the goods
If there is evidence of the device being exposed to excessive heat or humidity
If there is evidence of the device being mishandled (e.g. dropped, stepped on, etc.,)

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 working days. We will notify you via email when the refund has been issued.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@pine64eu.com.

Returns of Faulty Goods

In the event you receive a faulty device (DOA) you are eligible for a full refund. If the device sustained physical damage during shipment we ask you to photograph the damage and send it to us at support@pine64eu.com. If the device’s electronics are at fault on arrival or develop a fault not of your making, please email support@pine64eu.com with detailed information about how the issue(s) manifest. Support will walk you through troubleshooting steps to determine the nature of the issue(s) with the electronics.

We reserve 48 hours for assessment of the information you present in your return request. We may also ask for additional information during the initial assessment process.

Acceptance of a return, in the case of physical damage (e.g. cracked screen or broken plastic), will depend on photographs you email us; following this we will request you to ship the device to us for assessment. In the event of an electronics fault, after receiving a description of the experienced issues, we’ll ask you to ship your device to our return address .

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your device to reach us.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We will email you once we receive you device. Your damaged or faulty device will then undergo an in-house assessment – we reserve 72 hours for testing (Monday – Friday). Following this, we will email you with our findings. Full and partial refunds are issued to your original payment method (e.g. debit card account). We issue refunds the same day we conclude our in-house assessments. The funds should be visible in your account within 10 days from this date, usually much sooner.

Warranty

We 2 years warranty for all goods we sell. The warranty covers inherent defects that exist at the time of sale of the device. Damage resulting from use is not a subject to warranty. Warranty also doesn’t cover standard device deterioration over time such as, for instance, deterioration of battery over an extensive period of use.

All devices purchased from us are also serviced, assessed and RMA’d in the EU. This means that even if your device’s damage is not inherent, and thus not a subject to standard warranty, we’ll be happy to service it for you for a fee in the EU.

Personal Data Administrator’s Details

Lukasz Erecinski

ul. Cynowa 6/1
53-437 Wrocław
Poland

For more information about how your data is collected and handled on PINE64 EU please read our Privacy Policy