Politique de remboursement

Return and Refund Policy

Thanks for supporting Pinlord. We make and sell two types of products:

  • Custom Products: made-to-order products created using your artwork, logo, design brief, specifications, selected options or approved quote.
  • Product Shop Products: ready-made or stocked products purchased directly from our online shop.

Because these product types are different, our return and refund process depends on what you ordered.

Custom Products

Custom Products are made specifically for you. This may include enamel pins, acrylic charms, keychains, patches, stickers, apparel, packaging, plush toys, event merchandise, promotional products and other custom-made items.

For Custom Products, we generally cannot accept returns, refunds or cancellations for change of mind once artwork, sampling, proofing, sourcing or production has started.

This includes situations where:

  • you change your mind after approving a quote, proof, artwork, sample or production detail;
  • you no longer need the products;
  • you ordered the wrong quantity, size, colour, finish or option;
  • your event, launch, campaign or deadline changes;
  • minor colour, material, sizing, finish or manufacturing variation occurs within normal custom manufacturing tolerances.

Custom manufacturing can include small natural variations between samples, mockups, screens, production batches, materials and final products. We always aim to make products as close as reasonably possible to the approved artwork, quote, proof or specification.

Deposits for Custom Products

Many custom orders can begin with a deposit. Unless agreed otherwise in writing:

  • a deposit allows us to begin quoting, sourcing, artwork checking, proofing, sampling, purchasing materials or production planning;
  • deposits may be non-refundable once work has started;
  • the remaining balance is due before shipping or final dispatch;
  • orders may be paused if the balance is not paid on time.

Custom Product Issues

If your Custom Product arrives damaged, materially defective, incorrect, or significantly different from the approved specification, please email us at hi@pinlord.com within 7 days of delivery.

Please include:

  • your order number;
  • clear photos or video of the issue;
  • photos of the packaging if the order arrived damaged;
  • a short explanation of the problem.

We will review the issue and may offer a suitable remedy, such as a repair, remake, replacement, store credit, partial refund or refund, depending on the situation and your rights under applicable consumer laws.

Product Shop Products

For ready-made Product Shop Products, you may request a return within 14 days of delivery if the item is unused, unworn, unwashed, unopened where relevant, and in its original condition and packaging.

To request a return, email hi@pinlord.com with your order number and reason for return.

If your return is approved, you will be responsible for return shipping unless the product is faulty, damaged, incorrect or otherwise required by law.

Product Shop Products That Cannot Be Returned

We generally cannot accept returns for:

  • used, worn, washed, opened or damaged products;
  • gift cards or digital products;
  • sale, clearance or final-sale items, unless required by law;
  • customised, personalised, made-to-order or modified products;
  • products returned without approval.

Change of Mind

We do not guarantee refunds for change of mind. However, for Product Shop Products, we may choose to offer a return, exchange or store credit where the item is eligible and returned in original condition.

Custom Products are usually not eligible for change-of-mind returns or refunds because they are made specifically for you.

Damaged, Faulty or Incorrect Items

If something arrives damaged, faulty or incorrect, please contact us quickly so we can help.

Email hi@pinlord.com with your order number, photos and details of the issue.

Refund Timing

If a refund is approved, it will usually be processed to the original payment method. Refund timing depends on your bank, card provider, payment provider or checkout method.

Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights you may have under applicable consumer laws, including non-excludable consumer guarantees.

Last updated: 11 May 2026