Refund policy

Returns and exchanges are not available for correct orders received in good condition. Please take care when selecting the pins and identities you wish for your order. For orders where there is condition concerns or where you did not receive a what you ordered, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in Grade B or worse condition and in the same condition you recieved it, or must be materially different than what you ordered. Note that for the Customizable Pride Pin, due to availability, sometimes pieces of one identity are replaced with a different piece of the same identity (for example, a Left Bisexual pin might be switched with a Right Bisexual pin). This is not considered a material difference. You’ll also need the receipt or proof of purchase.

Inadvertently, sometimes items will have a hidden defect that only makes itself known after some time being worn or used. If you received your pin in good condition but then something happened to it within 6 months of receiving it please reach out! I would love to help make it right. Pin-Ace is committed to your satisfaction.

To start a return, you can contact us at support@pin-ace.com. If your return is accepted, they will need to be sent to a specific Canadian address which will be provided to you.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@pin-ace.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@pin-ace.com.