Last updated: August 28, 2026
We want every order to arrive in the condition described on its product page. This policy explains how quality issues, returns, replacements, and refunds are handled. Nothing here limits consumer rights that cannot be excluded under applicable law.
Quality Issues, Damage, or Incorrect Items
If an item arrives damaged, defective, or different from your order, contact us as soon as possible and preferably within 48 hours of delivery. Include your order number, a description of the issue, and clear photos or a short video where relevant. The 48-hour request helps us investigate quickly and does not limit mandatory legal rights.
After reviewing the issue with you, we will agree on an appropriate remedy, which may include a replacement, return, or refund. For approved quality issues, we pay the reasonable return or replacement shipping cost.
Change-of-Mind Returns
You may request a return within 30 days of delivery for an unused item in its original, unopened, sealed packaging. Approval is required before anything is sent back. For approved non-quality returns, the customer is responsible for return shipping unless we agree otherwise or applicable law requires another result. Original shipping charges are not refundable for change-of-mind returns unless required by law.
Items Not Eligible for Change-of-Mind Return
- Items that have been opened, used, handled beyond what is reasonably necessary to inspect them, modified, or damaged after delivery.
- Custom, personalized, made-to-order, final-sale, clearance, or gift-card items.
- Any item that cannot legally or safely be resold after return.
How to Start a Request
- Email [email protected] or contact us on WhatsApp at +1 (213) 343-0842.
- Include your order number, the reason for the request, and relevant photographs or video.
- Wait for written return instructions and the approved return address before sending an item. Unapproved returns may be refused or delayed.
Refund Timing
Once an approved return is received and inspected, or a refund remedy is agreed, we issue the refund to the original payment method within 7–10 business days. Your bank or payment provider may require additional time to post the refund.
Contact
Pioneer Industries
1262 Hemlock Dr
Philadelphia, PA 19116-1449, United States
[email protected]