Refund policy

Return & Exchange Policy

All sales at Pine Drew are final. We do not accept returns or exchanges for change of mind, sizing, color, or style preferences. Each piece is quality-checked, photographed, and packed with care before dispatch, and we encourage you to review product photos, dimensions, and descriptions carefully before ordering.

Order cancellations
Orders may be cancelled for a full refund only if they have not yet been dispatched. Once your order has shipped, it cannot be cancelled. To request a cancellation, contact us as soon as possible at hello@pinedrew.com.

Damaged, defective, or incorrect items
Your satisfaction with the quality of what arrives matters to us. Please inspect your order upon delivery. If your item arrives damaged, defective, or if you receive the wrong item, contact us within 48 hours of delivery at hello@pinedrew.com with your order number and clear photos of the item and packaging. Once verified, we will make it right — through a replacement, repair, or refund, at our discretion. Claims made after 7 days of delivery, or for items that have been used, cannot be accepted.

Non-delivery
If your order has not arrived within the delivery window stated in our Shipping Policy, contact us before raising a dispute with your bank. We will investigate with the carrier and, where a shipment is confirmed lost, offer a reshipment or full refund.

European Union & United Kingdom — 14-day cooling-off period
Notwithstanding the above, if your order is shipped to the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. The item must be unused, in its original condition, with tags and original packaging, accompanied by proof of purchase. Return shipping costs are the customer's responsibility unless the item is faulty. Contact us at hello@pineanddrew.com to initiate a return under this provision.

Refunds
Where a refund is approved (cancellation before dispatch, verified damage or defect, confirmed loss in transit, or an EU/UK cooling-off return), we will notify you and process it to your original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since approval, contact us at hello@pineanddrew.com.

Questions
Reach us via WhatsApp at +971563306397 or email hello@pineanddrew.com. We aim to respond within one working day.