Refund & Returns Policy

Effective Date: June 2024

1. General Policy

Pinnacle Group supplies custom manufactured, sourced, wholesale, and export products. Many products are produced specifically to customer requirements and therefore returns and refunds are limited.

2. Eligible Claims

Claims may be considered where:

• Goods contain manufacturing defects
• Goods supplied differ substantially from approved specifications
• Incorrect goods were supplied
• Goods arrived damaged prior to delivery acceptance

3. Claim Timeframes

Claims must be submitted:

• Within 7 days of delivery for freight damage or shortages
• Within 30 days of delivery for manufacturing defects

Claims submitted outside these periods may be rejected.

4. Non-Returnable Products

The following are generally not eligible for return or refund:

• Custom manufactured products
• Printed products
• Embroidered products
• Engraved products
• Personalised products
• Special-order products
• Clearance products
• Products altered after delivery

5. Change of Mind

Returns, refunds, or exchanges are not available for change-of-mind purchases.

6. Manufacturing Variations

The following are not considered defects:

• Minor colour variations
• Minor stitching variations
• Minor print alignment variations
• Minor embroidery variations
• Minor engraving variations
• Minor dimensional variations
• Natural material variations
• Packaging variations

7. Acceptable Defect Threshold

Defects affecting up to 2% of the total order quantity shall be deemed commercially acceptable manufacturing tolerance.

Such defects do not entitle the customer to reject the entire order or demand a full refund.

8. Assessment of Claims

Pinnacle reserves the right to inspect, test, or evaluate goods before approving any claim.

Photographs, videos, samples, or return of goods may be required.

9. Approved Claims

Where a claim is accepted, Pinnacle may at its sole discretion:

• Repair the product
• Replace the product
• Provide a credit
• Provide a partial refund
• Provide a full refund

The customer shall not be entitled to choose the remedy.

10. Shipping Costs

Shipping and freight charges are non-refundable unless the error was caused solely by Pinnacle.

11. Exclusions

Pinnacle shall not be responsible for:

• Misuse
• Improper installation
• Improper storage
• Customer modifications
• Wear and tear
• Accidental damage
• Third-party handling damage after delivery