Returns, Refunds & Warranty
At Pinocchio Pipe, we take great care in selecting, inspecting, and preparing every pipe before it leaves our hands. We carefully package each order to help ensure that your pipe arrives safely and in the best possible condition.
We want you to feel confident when purchasing from Pinocchio Pipe. If you are not satisfied with your purchase, our return and warranty policy is designed to provide a clear and straightforward solution.
Returns
You may request a return within 14 days of receiving your order.
To be eligible for a return:
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The return request must be made within 14 days of delivery.
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The pipe must be returned in its original condition and packaging.
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The pipe must be unused and free from any signs of smoking or use.
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The product must not have been modified, damaged, or altered after delivery.
Please contact us before sending the item back. We will provide you with the necessary return instructions.
Return Shipping
If you decide to return a pipe because you have changed your mind or the product is no longer suitable for you, the cost of returning the item is your responsibility.
The original shipping cost paid by Pinocchio Pipe to send the order to you is non-refundable.
We recommend using a reliable, trackable shipping service when returning an item. Pinocchio Pipe cannot be responsible for a returned package that is lost or damaged during return shipping.
Damaged or Incorrect Items
We make every effort to inspect and carefully package your pipe before shipment so that it reaches you safely and in excellent condition.
If your order arrives damaged, or you receive an incorrect item, please contact us as soon as possible and provide photographs of the package and the product.
We will review the situation and work with you to find an appropriate solution.
Refunds
Once we receive your returned item, we will inspect it to confirm that it meets the return conditions described above.
If your return is approved, we will process your refund within two days of receiving and approving the returned item.
To process the refund, we will ask you to provide the Visa card number to which you would like the refund sent.
The refundable amount is the purchase price of the returned product. The original shipping cost paid by Pinocchio Pipe is not refundable.
Please note that the time required for the refunded amount to appear in your account may depend on the banking system or financial service used.
1-Year Warranty
Every Pinocchio Pipe is covered by a one-year warranty against eligible manufacturing and workmanship issues.
Our pipes are carefully crafted and inspected, but if a problem related to manufacturing or workmanship occurs during the warranty period, please contact us. We will review the issue and determine the appropriate solution, which may include repair or another suitable remedy.
The warranty does not cover damage resulting from:
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Improper use or care
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Excessive heat or overheating
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Accidental damage or impact
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Modifications or alterations to the pipe
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Repairs or modifications performed by someone other than Pinocchio Pipe or an authorized representative
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Normal wear and use
If you believe your pipe has a warranty-related issue, please contact us before attempting to repair or modify it yourself.
How to Contact Us
If you have any questions about a return, refund, warranty, or your order, please contact us. We are always happy to help.
For faster communication, we recommend providing your WhatsApp number when placing your order.
You can also contact us directly through the WhatsApp button on the left side of our website.
At Pinocchio Pipe, we value your trust. We will always do our best to make your purchase simple, safe, and reliable—from choosing your pipe to receiving it at your door.