Refund policy

Scope and Intent

This policy applies to all purchases made through our website.

Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: support@pinnaclewlns.com
  • Phone: (256) 780-5409
  • Address: 100 24th St W, Suite 1-1300 Billings, MT 59102
  • Hours: Monday–Friday, 9AM - 5PM PST

Return Eligibility

Customers have the right to return products within 14 days of receipt without providing any reason, subject to the following conditions:

  • Item must be unused, undamaged, and in the same condition that you received it
  • Item must be in the original packaging with all labels and tags attached
  • A receipt or proof of purchase is required

Return Process

Initiating a Return

  1. Contact Customer Service via email or phone within the return window
  2. Provide your order number and reason for the return
  3. Receive return instructions and authorization

Preparing Your Return

  1. Pack the item securely in its original packaging
  2. Include all accessories, manuals, and free gifts
  3. Include the return authorization form and any required documentation
  4. Attach the provided shipping label to the package

Shipping the Return

  1. Use a trackable shipping method
  2. Ship the item within the specified timeframe after receiving return authorization

Return Shipping Costs

All return shipping costs are the responsibility of the customer unless otherwise specified.

Specific Return and Refund Conditions

Returns Due to Change of Mind

  • Items must be unused, undamaged, and in original packaging
  • Refund will be issued to the original payment method, minus any applicable restocking fees

Defective or Damaged Goods

  • Contact us within 48 hours of receiving the item
  • Provide photos or videos of the defect or damage
  • We will offer a replacement or full refund, including return shipping costs

Incorrect Product Received

  • Inform us immediately upon receipt
  • We will arrange for return at our expense and send the correct product

Product Never Arrived

  • Contact us if your product doesn't arrive within the estimated delivery time
  • We will investigate with the carrier and offer a refund or replacement if lost

Order Cancellation

  • Orders not yet shipped can be cancelled for a full refund
  • For shipped orders, follow the standard return procedure after receipt

Exceptions to the Return Policy

The following items cannot be returned or refunded:

  • Custom or personalized products
  • Perishable goods (food, flowers, etc.)
  • Intimate or sanitary goods (unless unopened and unused)
  • Gift cards and downloadable software products

Refunds

  • Refunds are issued after we receive and inspect the returned item
  • You will be notified via email about the approval or rejection
  • Refunds are processed to the original payment method
  • Allow up to 14 days for the refund to appear in your account

Exchanges

  • We replace items that are defective, damaged, or incorrect
  • Contact our customer service to request an exchange
  • Shipping costs for exchanges due to our error are covered by us

Timelines

  • Returns must be initiated within 14 days of receiving the product
  • Refunds are processed within 14 days after inspection
  • Allow up to 14 days for the refund to appear in your account

Legal Rights

This policy does not affect any statutory rights you may have under applicable law.

Questions and Support

For more information, please visit our FAQ page or contact our Customer Service team.

By making a purchase on our website, you agree to this Return and Refund Policy.

Pinnacle Wellness, support@pinnaclewlns.com, (256) 780-5409, 100 24th St W, Suite 1-1300, Billings, MT 59102