Refund policy

We want you to feel confident shopping with PINARLORA. Please review our return, refund, and exchange policy before submitting a request.

30-Day Return Window

Return requests must be submitted within 30 days of delivery.

Requests submitted after the 30-day return window are not eligible for a standard return, except where otherwise required by applicable law.

Hygiene & Return Eligibility

Because underwear and other intimate apparel are personal-wear products, we maintain strict hygiene requirements for returns and exchanges.

You may open the outer shipping package to inspect your order. However, the individual product packaging must remain sealed, unopened, and in its original condition to qualify for a standard return or exchange.
Once the individual packaging of an intimate item has been opened, the item is no longer eligible for a standard return or exchange for hygiene reasons.
This hygiene restriction does not apply when an item arrives damaged, defective, incorrect, or where otherwise required by applicable law.

What Can Be Returned?

To qualify for a standard return, the item must:

Have a return request submitted within 30 days of delivery
Have its individual product packaging sealed, unopened, and intact
Be unworn, unwashed, and unused
Be free from stains, odors, damage, or alterations
Include all original tags, labels, packaging, and accessories
Have been purchased directly from PINARLORA.com
Include a valid order number or other proof of purchase

Items that do not meet these requirements are not eligible for a standard return.

Non-Returnable Items

The following items are not eligible for a standard return or exchange:

Intimate apparel with opened individual product packaging
Worn, washed, used, stained, damaged, or altered items
Items without their original tags or required packaging
Items clearly marked Final Sale on the product page before purchase
Free gifts or promotional items provided at no charge
Products purchased from another retailer, marketplace, or distributor

Damaged, defective, or incorrect items are handled separately as described below.

How to Start a Return

Please contact us before sending any item back.

Email us at: services@pinarlora.com

Please include:

Your order number
The item you would like to return
The reason for the return

Once your request has been reviewed and approved, our customer service team will provide the designated return address and return instructions.

Please do not send your return to the address shown on the original shipping package unless our customer service team specifically instructs you to do so.

Returns sent without prior authorization or to an unauthorized address may be delayed, rejected, or returned to the sender.

Return Shipping & Restocking Fee

For standard returns that are not caused by a defective, damaged, or incorrect item:

The customer is responsible for arranging and paying the return shipping cost.
A $3 restocking fee will be deducted from the approved refund.
Original shipping charges, if any, are non-refundable.
We recommend using a trackable shipping service and retaining your shipping receipt until your return has been completed.

The $3 restocking fee and customer-paid return shipping do not apply when a return is required because PINARLORA supplied an item that is confirmed to be defective, damaged, or incorrect.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, please contact us at services@pinarlora.com as soon as possible.

Please include:

Your order number
A description of the issue
Clear photos or videos showing the problem

Once the issue has been verified, we will provide an appropriate resolution at no additional cost to you. This may include a replacement or a full refund to your original payment method.

A partial refund, store credit, or another alternative resolution may also be offered as an optional solution if you agree to it.

If we require a defective, damaged, or incorrect item to be physically returned, PINARLORA will provide return instructions and cover the required return shipping cost.

Exchanges

Exchanges are subject to the same hygiene and eligibility requirements as standard returns.

The individual product packaging must remain sealed and unopened, and the item must otherwise meet all return eligibility requirements.

To request an exchange, please contact us at services@pinarlora.com before sending anything back.

For standard size or style exchanges:

The customer is responsible for the return shipping cost of the original item.
Once the returned item has been received, inspected, and approved, PINARLORA will cover standard shipping for the replacement item.
No restocking fee will be charged for an approved exchange.

If the individual product packaging has already been opened, the item cannot be exchanged unless it arrived defective, damaged, or incorrect, or where otherwise required by applicable law.

Refunds

If a physical return is required, returned items will be inspected and approved refunds will be issued within 7 business days after the return is delivered to our designated return facility.

Approved refunds are issued to the original payment method.
For standard returns, the applicable $3 restocking fee will be deducted from the refund.
Original shipping charges, if any, are non-refundable for standard returns.
After we issue the refund, your bank, credit card company, or payment provider may require additional time to post the funds to your account.

Original Shipping Charges

Original shipping charges, if any, are non-refundable for standard returns.

If your order qualified for free shipping, no original shipping charge will be deducted from your refund.

This does not apply to confirmed defective, damaged, or incorrect orders.

International Returns

Customers outside the United States may request an eligible return within 30 days of delivery, subject to the same hygiene and return eligibility requirements described above.

For standard international returns, customers are responsible for arranging and paying applicable return-related costs, which may include:

Return shipping
Customs duties
Import or export taxes
Brokerage fees
Other carrier or government-imposed return charges

These charges do not apply when PINARLORA requires a return because we supplied a confirmed defective, damaged, or incorrect item. In those cases, we will provide return instructions and cover the required return shipping cost.

We recommend using a trackable shipping method for international returns and retaining your shipping receipt until the return has been completed.

Promotional & Discounted Items

Unless an item is clearly marked Final Sale on the product page before purchase, purchasing an item during a promotion or using a discount code does not automatically make it ineligible for return.

Eligible promotional or discounted items must still meet all standard return requirements, including the sealed and unopened individual packaging requirement for intimate apparel.

Items explicitly marked Final Sale are not eligible for standard returns or exchanges, but this does not affect your rights if an item arrives defective, damaged, incorrect, or where otherwise required by applicable law.

Unauthorized Returns

Please do not send products back without contacting us first.

Returns sent to an unauthorized address or without prior approval may be delayed, rejected, or returned to the sender.

Always contact our customer service team first so we can provide the correct return instructions and designated return address.

Questions About Your Return?

If you have questions about a return, refund, or exchange, please contact us at:

services@pinarlora.com

Please include your order number so we can assist you more quickly.