1. Overview

At Pinchorja Limited (“Pinchorja,” “we,” “our,” or “us”), we are committed to ensuring customer satisfaction while maintaining fair and transparent business practices for all our vendors and buyers. This Return and Refund Policy outlines the procedures and conditions under which products sold through our platform may be returned, replaced, or refunded.

This policy applies to all transactions conducted on Pinchorja.com under our Reseller Model, where Pinchorja acts as the primary seller of goods obtained from third-party vendors.

2. Eligibility for Returns

  1. Buyers may request a return within seven (7) calendar days of receiving their order.
  2. To be eligible for a return, items must be:
    • Unused, unaltered, and in the same condition as received;
    • Returned in the original packaging, with all tags, manuals, and accessories intact;
    • Accompanied by a valid proof of purchase (order number or invoice).
  3. Certain products are not eligible for return, including but not limited to:
    • Perishable goods (e.g., food, beverages, plants);
    • Intimate, sanitary, or personal care items;
    • Custom or made-to-order products;
    • Digital goods or downloadable software;
    • Items explicitly marked “Final Sale” or “Non-returnable” at checkout.

3. Reasons for Return

Returns are accepted under the following circumstances:

  • The item received is defective, damaged, or significantly different from its description or listing;
  • The wrong item or quantity was delivered;
  • The product fails to function as advertised.

If a buyer changes their mind or makes an error in their order, they may still return the item at their own expense, provided it meets all other eligibility requirements.

4. Return Process

  1. All return requests must be initiated through the Pinchorja Returns Portal or by contacting our customer support team at support@pinchorja.com.
  2. Once a request is reviewed and approved, Pinchorja will arrange for pickup of the item from the buyer’s location.
  3. Vendors must ensure that accurate pickup addresses are provided at all times for product collection by Pinchorja’s delivery system.
  4. Returned products will be inspected upon receipt.
  5. If the return is approved, a replacement or refund will be processed in accordance with Section 5 of this policy.

5. Refunds and Replacements

  1. Refunds are issued only after the returned item has been inspected and confirmed to be in acceptable condition.
  2. Refunds are processed to the original payment method used during purchase.
  3. Processing of refunds typically takes seven (7) to ten (10) business days after receipt of the returned item.
  4. In cases where a replacement item is available, Pinchorja may offer the buyer the option of replacement instead of refund.
  5. If a refund is approved, the buyer will be notified via email, and the transaction will be reflected on the account statement once processed.

6. Shipping and Return Costs

  1. If the return results from a Pinchorja or vendor error (e.g., defective, damaged, or incorrect product), Pinchorja will cover all return shipping costs and deduct such expenses from the responsible vendor’s account.
  2. If the return is due to a buyer error (e.g., wrong selection, change of mind), the buyer shall bear all return shipping costs.
  3. Shipping fees and delivery charges are non-refundable, except where Pinchorja determines that an error occurred on our part.

7. Vendor Responsibility

  1. Vendors are required to ensure that all items supplied to Pinchorja meet the product descriptions, quality standards, and specifications approved prior to listing.
  2. Vendors are responsible for maintaining accurate pickup locations and availability of goods for collection.
  3. If a return is caused by vendor error or misrepresentation, the associated costs will be charged to the vendor’s account.
  4. Repeated violations of product accuracy or quality requirements may result in suspension or termination of vendor status on the platform.

8. Inspection and Quality Assurance

All returned items are thoroughly inspected by Pinchorja’s Quality Control Team to verify eligibility. Products that show signs of misuse, alteration, or damage not attributable to Pinchorja or the vendor will not qualify for refund or replacement.

9. Legal Framework

This Return and Refund Policy is governed by and construed in accordance with the laws of Jamaica. Any disputes arising under this policy shall be subject to resolution through arbitration or the competent courts of Kingston, Jamaica, as outlined in the User Agreement.

10. Contact Information

For any questions or to initiate a return, please contact:
Pinchorja Limited
Email: support@pinchorja.com