Refund & Claim Policies

About disputes, claims, chargebacks & refund policy 

1. Refund Policy

If you place an order already and want to cancel it somehow during 24 hours or before we fulfill it, please contact us via this email: support@azpineapple.com or this phone number: +1 (307) 222-7999 (both SMS & calls are acceptable)

- In case of wanting to return the product after receiving it, we will give you a return shipping label to send it back to our stock if the products are damaged, defective, wrong color or even too different with the description and you can show us some proofs for that problem. After our stock receive it back, we will refund your bank account or your gateway account (Stripe, Paypal, ...) with full price if the claims are correct.

- When the products arrive later than expected delivery 7 business days or customers have still received the products yet for 7 business days (later than expected delivery) for some reasons, we will refund full price for customers as our apology even it's the problems of shipping service or not.

2. Cancellation Policy

- All the products are unacceptable to be cancelled if they are fulfilled already. (Normally will be fulfilled during 24 hours after payment succeed) 

- In the case of receiving products but not satisfy with it, you can contact and give us some proof for your claims. (Refund will be applied if the claim is correct)

3. Disputes, Claims & Chargebacks

a. Item Not Received

- For this type of claims:

 + If your tracking number already shows "delivered" but you have received it yet, please contact us immediately to let us check with the shipping service with our best for you. 

 + If your tracking number does not show "delivered" and it's later than the expected time for delivery, we will refund full price for you as a sincere apology. (No matter the problems belong to shipping service or not, it's still our responsibility)

b. Item Not As Described

- If your products meet the below demands after receiving:

  • The item is materially different from the seller's description of it.
  • You received a completely different item.
  • The condition of the item was misrepresented. For example, the item was described as "new" but the item was used.
  • The item was advertised as authentic but is not authentic (i.e. it is counterfeit).
  • The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.
  • You purchased a certain number of items but didn't receive them all.
  • The item was materially damaged during shipment.
  • The item is unusable in its received state and was not disclosed as such.

==> Please contact us through email or our office phone number and show us some proofs for your claim. 

- Your claims may be not considered as this type of claim if:

  • The item is materially similar to the seller's description of it.
  • The defect in the item was correctly described by the seller in its description of the item.
  • The item was properly described but you didn't want it after you received it.
  • The item was properly described but did not meet your expectations.
  • The item has minor scratches and was described as "used."

c. Duplicated Payment

- If you believe that you have been charged for multiple times for the same order or products, please contact us and give us some proof.

 + A refund of the extra charge will be sent to your gateway account or bank account if your claims are correct.

 + If it's not correct after checking carefully, we cannot accept your claims.

d. Unauthorized Transaction

- If your card has been stolen anyway and the thief uses it for their personal purposes, we will check your shipping address both on our system and your financial account. 

 +  The shipping addresses on both are correct:

     => We will send to your email to notify you about your order.

(Sometimes, customers will forget after placing an order somehow and believe that there's someone using their financial card)

 + The shipping addresses on both are not the same: 

      => We will send you a full refund with full price.

e. Others

- Please contact us immediately if your have any problems (even it's smaller than expectation) to get our support immediately.

*Note: You can take a look at your gateways buyer protection (Stripe, Paypal) to learn deeper about it before purchasing our products.