Refund policy

Last updated: October 20, 2026

Pine & Pip is a store name of Emberline Works LLC. This policy covers every order placed at pineandpip.com.

30-day returns on toys

You can return any toy within 30 days of delivery if it is unused and in its original packaging. We refund the full product price to your original payment method within 5 business days of receiving the return.

Change of mind: you pay the return shipping. Original shipping charges are not refunded. If you live in the EU or UK and cancel within 14 days, see "EU and UK customers" below: we refund the original standard shipping too.
Damaged, faulty or wrong item: we pay return shipping and send a prepaid label, or refund without asking for the item back.
Exchanges: return the item for a refund and place a new order, or email us and we will arrange a swap.

Personalized items

Personalized products are made to order with the name or details you provide, so they cannot be returned for change of mind. If a personalized item arrives damaged, faulty, or with a mistake we made, we will remake it or refund it in full. Please check spelling carefully before you order.

Damaged on arrival

Email us within 14 days of delivery with your order number and a photo of the damage. We will replace or refund it at no cost to you.

Product recalls

If a product we sold is recalled for safety, we refund or replace it in full, whenever you bought it. Recall notices are posted on our Toy Safety page.

How to start a return

Email hello@pineandpip.com with your order number and the item(s) you want to return.
We reply within 1 business day with the return address and instructions.
Ship the item back with tracking. Items sent without contacting us first may be delayed.

EU and UK customers: 14-day right of withdrawal

If you live in the European Union or the United Kingdom, you also have the legal right to withdraw from your purchase within 14 days without giving any reason. The 14 days start on the day you, or a person you name (other than the carrier), receive the goods. If your order arrives in several parcels, the 14 days start when you receive the last one.

To withdraw, tell us clearly that you have decided to withdraw, for example by email to hello@pineandpip.com. You can use the model withdrawal form below, but you don't have to. It is enough to send your message before the 14 days run out.

What happens after you withdraw

We refund all payments we received from you, including the original standard shipping cost (but not any extra cost if you chose a more expensive delivery), within 14 days of the day we receive your message.
We use the same payment method you used for the order, unless you agree to something else. You pay no fees for the refund.
We may hold the refund until we have received the goods back, or until you have shown proof that you sent them, whichever happens first.
Please send the goods back within 14 days of telling us. You pay the direct cost of returning them.
You only have to pay for any loss in value of the goods if it comes from handling them more than needed to check what they are, their features and how they work.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalized, or to sealed goods that are not suitable for return for health or hygiene reasons once you have unsealed them.

The 14-day right of withdrawal is in addition to our 30-day returns, so you can use whichever suits you better. Neither one affects your legal rights if goods are faulty or not as described.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Emberline Works LLC, 2222 W Grand River Ave Ste A, Okemos, MI 48864, United States, hello@pineandpip.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.