Returns and refunds
Effective Date: 06/11/2025
Pineapple Supply Co. — Returns & Refunds
We want you to be happy with your order. Every item we sell is made or sourced with care, and we stand by the quality of what we produce. That said, we know things don’t always go to plan — here’s how we handle returns, exchanges, and refunds.
1. Made-to-Order Items (Clothing & Accessories)
Most of our clothing and accessories are produced on demand by our fulfilment partner Printful.
Because these items are created specifically for you, we can’t accept returns or exchanges unless:
- The item arrives damaged,
- The wrong item was sent, or
- There’s a manufacturing defect.
If something’s not right, email us at [insert your email] within 14 days of delivery with your order number and clear photos of the issue. We’ll sort it quickly — either with a replacement or a refund, depending on the situation.
2. Pre-Order & Custom Items
For pre-order products, we’ll always list an estimated lead time on the product page. These items are made to order, so cancellations or returns aren’t possible once production has started — unless the item arrives faulty or significantly different from what was described.
For custom builds or bike projects, deposits are non-refundable once work has begun, as materials and labour are committed. We’ll always communicate clearly throughout the build process to make sure expectations are aligned.
3. Standard Items (Non-Custom Products)
If you’ve purchased an item that’s not custom or made-to-order, you can return it within 14 days of receiving it for a refund or exchange.
Returned items must be:
- Unused and in their original condition
- In the original packaging, with tags attached
You’ll be responsible for return shipping costs unless the item is faulty or we’ve made an error.
4. Refunds
Once we’ve received and inspected your return, we’ll notify you by email.
If approved, your refund will be processed to your original payment method within 10–14 business days.
If you haven’t received your refund after this time, please check with your bank or payment provider first before contacting us.
5. Damaged or Incorrect Items
If your order arrives damaged or incorrect, contact us within 14 days at [email protected] with photos and details. We’ll make it right — either with a replacement or a full refund.
6. Exchanges
As most of our items are made on demand, we can’t offer direct exchanges.
If you need a different size or style, please place a new order once your refund is processed.
7. Responsibility
We’re not responsible for items lost or damaged during return shipping, so please use a tracked service and keep proof of postage.
8. Contact Us
If you have any questions about returns or refunds, reach out at:
Pineapple Supply Co.
📧 Email: [email protected]
📍Address: Pineapple Supply Co. - 52a Pennethorne Road, London, SE15 5TQ