Refund policy

At the Pine Street Clinic, we stand behind the quality of our products and aim to be fair and transparent about returns. Please review the policy below carefully before initiating a return.

RETURN ELIGIBILITY

We accept returns of unopened and unexpired products within 60 days of the original order date, subject to the conditions below.

To be eligible for a return:

• Items must be unused
• Items must be in their original packaging
• All safety seals must be intact
• Products must be unexpired at the time of return

Opened products cannot be returned for health, safety, and regulatory reasons.

ITEMS THAT ARE FINAL SALE

The following items are final sale and are not eligible for return or refund:

• Probiotics and other heat-sensitive products
• Custom formulas or custom prescriptions
• Special-order items
• Clinical services
• Any product clearly marked as "Final Sale" at the time of purchase

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or incorrect, please contact us within 5 days of delivery with your order number and clear photos of the issue.

If we confirm that the issue was due to our error, we will replace the item or issue a full refund, including return shipping where applicable.

Items reported outside this timeframe may not be eligible for replacement or refund.

Missing or undelivered packages: If tracking shows your order was delivered but you did not receive it, please see our Shipping Policy for reporting instructions and timeframes.

INCORRECT OR OUTDATED SHIPPING ADDRESSES

It is the customer's responsibility to provide a correct, current shipping address at checkout, including when the address is auto-filled by a digital wallet (such as Google Pay or Apple Pay), which may store an older address. If an order is delivered by the carrier to the address provided on the order, it is considered fulfilled, and we are not able to provide a refund or replacement. If you notice an address error, contact us as soon as possible. Please note: Orders enter fulfillment quickly, so we can only update a shipping address if the order has not yet been processed. We are not able to guarantee a change once an order is placed.

 

REFUNDS VS STORE CREDIT

Store credit is issued by default for approved returns:

• No restocking fee applies
• Store credit never expires
• Store credit may be used toward any future purchase

REFUNDS TO ORIGINAL PAYMENT METHOD

If you request a refund to your original form of payment:

• A 10% restocking fee (minimum $5) will be deducted
• The restocking fee helps cover inspection, handling, and restocking costs
• Restocking fees are applied only after returned items are received and approved following inspection
• If an order is partially returned, any applicable restocking fee will apply only to the returned items

SHIPPING CHARGES

• Original shipping charges are non-refundable, except in cases of our error
• Return shipping costs are the responsibility of the customer
• Shipping delays do not qualify for shipping refunds

RETURN AUTHORIZATION REQUIRED

• You must contact us first to confirm eligibility and obtain a Return Authorization Number (RA#)
• The default refund method is store credit unless a refund to the original payment method is requested before the return is sent
• Returns sent without an RA#, refused deliveries, or packages marked "return to sender" cannot be refunded.

REFUND PROCESSING TIMELINE

Once we receive and inspect your return, we will notify you of approval status.

If approved:

• Store credit is issued promptly after approval
• Refunds to the original payment method (if requested) are issued within 10 business days

Please note that banks and credit card companies may take additional time to post refunds.

If more than 15 business days have passed since your return was approved, please contact us at hello@pinestreetclinic.com.

EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

Returned items must:

• Be unused and unopened
• Be in original packaging
• Include proof of purchase

Customers are responsible for return shipping costs unless otherwise required by law.

This right does not override exclusions for custom, heat-sensitive, or final-sale items where permitted by law.

CHARGEBACKS & DISPUTES

If you have a concern with your order, please contact us before initiating a chargeback with your bank. We're happy to work with you directly to resolve issues quickly and fairly.

CONTACT US

If you have questions about returns or refunds, please contact us before sending anything back.

Policy Last Updated: May 19, 2026