Return and Replacement Policy

We stand by the quality of our products and want you to be happy with your purchase. Please read our policy carefully to understand your options regarding defective items.

Defective Products Only

We only accept returns or offer replacements for products that are defective. We do not accept returns or offer exchanges for any other reason, such as a change of mind, incorrect size, or color preferences.

Reporting a Defective Product

If you receive a defective product, you must report it to us within 30 days of your purchase date. To initiate a return or replacement for a defective item, please contact our customer service team by emailing bigpinecraftworks@gmail.com or through our contact form on our website. We may ask for details about the defect, and/or photos or videos if it might be helpful to assess the issue.

Our Process for Defective Items

Once you report a defective item:

Return Required: The defective item must be returned to us for assessment.

Return Label: We will provide you with a pre-paid shipping label to send the defective product back to us at no cost to you.

Replacement or Refund: Upon receiving and reviewing the defective product, we will either send you a replacement or issue a refund, based on your preference and product availability.

Replacements: If you choose a replacement, it will be shipped within 5 business days of us reviewing the claim (any delay on our end will be communicated promptly). When returning a defective product for a replacement, you do not need to return the original packaging or any accessories that came with the product.

Refunds: If you opt for a refund, it will be issued to your original payment method. For a refund, all accessories that originally came with the product must be returned along with the defective item.

Important Exclusions

This policy does not cover damage to products resulting from customer misuse, accidental damage, or mishandling. We reserve the right to deny a return or replacement if the defect is determined to be a result of such actions.