Refund policy

RETURN & REFUND POLICY — PinPoint

At PinPoint, we take pride in the quality, design, and craftsmanship of every product we ship. This Return & Refund Policy applies to all products sold under the PinPoint brand and sets out, in complete detail, the circumstances under which a refund, partial refund, or replacement may be granted, the conditions that must be satisfied, the timeframes that apply, and the responsibilities of the customer at each stage. Please read this policy in its entirety before completing your purchase. By placing an order, you confirm that you have read, understood, and agreed to every section set out below.

1. GENERAL PRINCIPLE — REFUNDS MUST BE JUSTIFIED

PinPoint does not issue refunds on the basis of dissatisfaction alone. A refund or replacement request will only be considered when it is supported by a verified manufacturing defect or a concrete, demonstrable issue with the product itself.

A customer stating that a product "did not work for them," "did not produce the expected result," "was not what they hoped for," or "did not meet their personal expectations" does not, on its own, constitute valid grounds for a refund. Individual results vary from one person to another, and the absence of a personal result is not, and will never be treated as, a product defect.

A full refund is reserved exclusively for products confirmed by PinPoint to be defective or damaged on arrival. Any product that has been opened, used, or otherwise removed from its sealed and resalable condition is not eligible for a full refund under any circumstances, regardless of the reason given. Where any resolution is offered for such a product, it will take the form of a partial refund only, as set out in Section 6.

Every request is reviewed individually, on its own facts, and at PinPoint's sole discretion. The submission of a request does not guarantee its approval. The approval of any one request does not create a precedent, entitlement, or obligation in respect of any other request, whether from the same customer or any other.

2. RECOMMENDED USE & MINIMUM USAGE PERIOD

Our products are designed to be used consistently, correctly, and as directed in order to deliver their intended benefit. Many of our products are intended to be used over a sustained period of time, and meaningful results are only to be expected once the product has been used continuously for the full period indicated for that specific product.

Each product carries its own minimum usage period. This period is stated on the relevant product page and/or in the instructions included with the product. Because different products work over different timeframes, the required minimum usage period varies from product to product, and the customer is responsible for reviewing and observing the minimum usage period that applies to the specific product they have purchased.

Where a minimum usage period is indicated for a product, the customer must have used that product continuously, correctly, and exactly as directed for the entire stated period before submitting any request based on a perceived lack of results. Any request claiming that a product "is not working," "is not doing anything," or "has produced no results" that is submitted before the product's minimum usage period has fully elapsed will not be accepted, because the product has not yet been given the opportunity to perform as designed.

For the avoidance of doubt:

  • A customer who contacts us after only a short period of use — for example, a fraction of the minimum usage period indicated for that product — to report a lack of results will be directed to continue using the product as instructed, and will not be eligible for a refund on that basis.
  • Inconsistent use, sporadic use, partial use, or discontinuing use before the minimum usage period has elapsed does not satisfy this requirement and does not qualify the customer for any refund or replacement.
  • The customer bears the burden of having used the product as directed. We may ask the customer to confirm and describe their usage before assessing any request.

This requirement applies independently of, and in addition to, the eligibility window set out in Section 3.

3. ELIGIBILITY WINDOW — 30 DAYS FROM RECEIPT

All refund or replacement requests must be submitted within 30 days of the date on which you receive your product. The date of receipt is determined by the courier's delivery confirmation.

To be eligible, you must contact us at support@pinpointdevices.com within this 30-day window and clearly describe the issue. Any request submitted after the 30-day window has closed will not be accepted under any circumstances.

The 30-day window is fixed and does not extend. Once a request has been opened, any delay on the customer's side — in responding to our messages, in providing requested photographs or video, in supplying an order number, or in furnishing any other requested information — does not pause, suspend, extend, restart, or otherwise alter the 30-day window. It is the customer's sole responsibility to initiate their request and to provide all supporting information promptly and within the eligibility period.

Interaction with the minimum usage period. Where a product carries a minimum usage period (Section 2), the customer is expected to begin using the product promptly upon receipt and to use it continuously, so that both the minimum usage period and the 30-day eligibility window are satisfied. The 30-day eligibility window will not be extended, paused, or waived to accommodate a customer who delayed beginning use of the product, used it inconsistently, or otherwise failed to complete the minimum usage period within the eligibility window. The two requirements operate together: a valid results-based request must satisfy both the minimum usage period and the 30-day window.

4. WHAT IS COVERED

A refund, partial refund, or replacement may be considered only in the following cases:

  • Manufacturing defect — the product has a verified fault in its materials or workmanship, confirmed to originate from the manufacturing process and not from use, handling, storage, or any external factor.
  • Non-functioning product — a core function or feature of the product does not operate as intended, and the fault is confirmed to lie with the product itself rather than with its use or setup.
  • Physical damage on arrival — the product is physically broken, or rendered non-functional, in transit, and this is reported with clear photographic evidence within the eligibility window.

In every case, the customer must provide clear photographic and/or video evidence of the defect or issue when requested. PinPoint reserves the right to assess this evidence and to determine, at its sole discretion, whether the reported issue qualifies as a covered defect. The mere assertion of a defect, without supporting evidence, is not sufficient.

5. WHAT IS NOT COVERED

The following circumstances do not qualify for a refund, partial refund, replacement, or return:

  • Personal results that vary between individuals. A product not producing a specific personal outcome, benefit, sensation, or improvement is not a defect and is not covered.
  • Requests based on a perceived lack of results that are submitted before the product's minimum usage period has been fully completed (see Section 2).
  • Failure to use the product continuously, correctly, or as directed, including inconsistent, sporadic, or partial use, or discontinuing use prematurely.
  • Misuse, improper use, or failure to follow the included instructions or product page guidance.
  • Normal wear and tear arising from regular use over time.
  • Damaged outer packaging (dented, scuffed, or crushed boxes) where the product inside is in good working condition. Packaging damage is not product damage and will not be treated as such.
  • Change of mind, buyer's remorse, or ordering in error, where there is no verified defect or concrete product issue.
  • Damage occurring after delivery, including through dropping, mishandling, improper storage, exposure to liquid beyond intended use, or any cause external to the product's manufacturing.
  • Products that have been altered, tampered with, disassembled, or repaired by the customer or any third party.

6. RESOLUTION PROCESS & PARTIAL REFUNDS

Where a request has been reviewed and PinPoint, at its sole discretion, elects to offer a goodwill resolution, the standard and preferred resolution is a partial refund under which the customer keeps the product. This spares both parties the cost, delay, and inconvenience of return shipping.

Opened or used products. Any product that has been opened, used, or otherwise removed from its sealed, unused, and resalable condition is not eligible for a full refund under any circumstances, irrespective of the reason given. For such products, the only resolution that may be offered is a partial refund, the amount of which is determined by PinPoint at its sole discretion and which will not exceed 50% of the product price. This applies regardless of the customer's situation, stated reason, or dissatisfaction.

The terms of any partial refund are as follows:

  • A partial refund offered on this basis allows the customer to keep the product; no return shipment is required, and the customer avoids any return shipping cost.
  • The amount of any partial refund is set by PinPoint at its sole discretion based on the specific facts of the case, and in no case will exceed 50% of the product price.
  • A partial refund, or any other goodwill gesture, is offered strictly as an exception, outside of and without prejudice to our standard policy. It does not constitute an admission that the product was defective, and it creates no obligation to offer the same or any resolution in any future case.

If the customer declines the partial refund and insists on returning the product:

  • The customer must first obtain written return authorization from PinPoint before sending anything back. Unauthorized returns will not be accepted, inspected, or refunded.
  • All return shipping costs are the responsibility of the customer. Returning the product is done entirely at the customer's own expense.
  • The product must be returned complete, undamaged, and in resalable condition. Returns arriving incomplete, opened, used beyond what is reasonable for inspection, or damaged in return transit may be refused, or refunded only in part at PinPoint's sole discretion.
  • Because an opened or used product cannot be resold, returning such a product does not entitle the customer to a full refund. Any refund offered remains a partial refund as described above, and the customer will additionally have borne the return shipping cost. For this reason, keeping the product with a partial refund is almost always the more favorable option for the customer.
  • Any refund in respect of an authorized return is issued only after the returned item has been received, inspected, and confirmed.

A full refund is available solely where the product has been confirmed by PinPoint to be defective or damaged on arrival (see Section 4). In those confirmed-defect cases only, PinPoint will cover replacement or return costs and no partial-refund cap applies.

PinPoint reserves the right to determine, at its sole discretion, which resolution — partial refund, replacement, or, in confirmed-defect cases only, full refund — is appropriate in any given case.

7. SHIPPING & HANDLING COSTS

Shipping fees are non-refundable under all circumstances, including on any order for which a refund or partial refund is otherwise granted.

The customer is responsible for all return shipping costs, except where the product has been confirmed by PinPoint to be defective or damaged on arrival. PinPoint does not provide prepaid return labels other than in confirmed-defect cases.

8. CANCELLATIONS

Any change to, or cancellation of, an order must be requested within 24 hours of the order being placed. After this 24-hour window, the order will have entered the processing and fulfillment phase, and we may no longer be able to accommodate a change or cancellation. Where a cancellation is approved within the 24-hour window, the corresponding refund will be processed within 7 business days.

9. SHIPPING, DELIVERY & ADDRESS ACCURACY

We work to dispatch every order promptly; however, PinPoint cannot be held responsible for shipping or delivery delays caused by the courier, customs, weather, or any other factor outside our control. We are not responsible for lost, stolen, or delayed packages. If you experience a delivery issue, please contact the courier directly using your tracking information.

Incorrect shipping address: It is the customer's responsibility to provide a complete and accurate shipping address at checkout. If an incorrect or incomplete address is submitted and we are not notified within 24 hours of the order being placed, we will not be able to offer a resend or refund for any package that is consequently misdelivered, delayed, or returned to sender.

10. POLICY APPLICATION & UPDATES

This Return & Refund Policy applies to all products sold under the PinPoint brand, across all markets and sales channels, except where a specific product page expressly states otherwise.

PinPoint reserves the right to modify this Return & Refund Policy at any time and without prior notice. It is the customer's responsibility to review the most current version of this policy before completing a purchase. By purchasing and using PinPoint products, the customer confirms their full and unconditional acceptance of this Return & Refund Policy as it stands at the time of purchase.

For any question, or to begin a request, contact us at support@pinpointdevices.com. Please include your Order Number, or the Name and Email Address used at checkout, so that we can locate your order quickly.