At PINE VEIL LLC, customer satisfaction is important to us. We want you to feel confident when shopping for men’s trench coats and other outerwear products through our website.

If you are not completely satisfied with your purchase, we offer a return, exchange, and refund process in accordance with the conditions outlined below.

Please review this policy carefully before submitting a return or exchange request.

1. Return Eligibility

Customers may request a return within 30 days of the delivery date.

To qualify for a return, the following conditions generally apply:

  • The return request must be submitted within 30 days after the order is delivered.
  • Products must be unused, unworn, unwashed, and in their original condition.
  • All original tags, labels, packaging, and included accessories must be retained where applicable.
  • Products must not show signs of wear, stains, odors, damage, or alterations caused by improper handling.
  • Proof of purchase or a valid order number must be provided.

For hygiene and product condition reasons, items that have been worn, washed, altered, or damaged after delivery may not qualify for a return unless the issue is caused by a product defect or another circumstance covered by applicable law.

Returns that do not meet the above conditions may be refused.

2. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Customer Support

Email us at [email protected] within 30 days of receiving your order.

Please include:

  • Your order number.
  • The name of the product you wish to return.
  • The reason for the return.
  • Clear photographs of the product, if the item is damaged or defective.

Step 2: Receive Return Instructions

Our customer support team will review your request and generally respond within 1–2 business days.

If your return request is approved, we will provide return instructions and confirm the applicable return arrangements.

Please do not send items back before receiving return authorization and instructions from our team.

Step 3: Prepare and Ship Your Return

Pack the eligible item securely, preferably using its original packaging, and include any required accessories or documentation.

Ship the return to the address provided below or to any alternative return destination specifically authorized by our customer support team.

Step 4: Return Inspection

Once the returned item is received, our team will inspect its condition and verify that it meets the return requirements.

Inspection and review generally take 3–5 business days after receipt of the returned package.

3. Return Address

All approved returns should be sent to the following address unless our customer support team provides different written instructions:

Return Address:

PINE VEIL LLC
20211 LONGENBAUGH RD APT 5115
CYPRESS, TX 77433
United States

Please ensure that the return package includes your order number or other identifying information so that we can process your request efficiently.

Customers should retain the return tracking number until the return has been received and processed.

4. Exchange Policy

We accept eligible exchange requests within 30 days of the delivery date, subject to product availability and the conditions outlined in this policy.

Exchanges may be requested for reasons such as:

  • Selecting a different available size.
  • Receiving an incorrect item.
  • Receiving a damaged or defective product.

To qualify for an exchange:

  • The item must meet the applicable return condition requirements.
  • The exchange request must be submitted within 30 days of delivery.
  • The requested replacement item must be available in stock.
  • The original item must be returned and inspected when required.

Exchange Process

  1. Contact [email protected] with your order number and the reason for the exchange.
  2. Specify the replacement size or product you would like to receive.
  3. Our team will review your request and generally respond within 1–2 business days.
  4. Once approved, follow the return instructions provided by our team.
  5. After the returned item is received and inspected, we will arrange the replacement shipment, subject to stock availability.

Approved exchanges are generally processed within 3–5 business days after the returned item has been received and inspected. Shipping time for the replacement item will depend on the applicable delivery arrangements.

If the requested replacement is unavailable, our customer support team will contact you to discuss an appropriate alternative or refund option.

5. Refund Policy

Refunds are issued only after the returned item has been received and inspected and the return has been approved.

Once approved:

  • Refunds will be issued to the original payment method used for the purchase.
  • We generally process approved refunds within 3–5 business days after the returned item has been received and approved.
  • The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
  • Original shipping charges may be non-refundable unless the return is due to an error or product issue attributable to us, or otherwise required by applicable law.

You will receive a notification when your refund has been processed.

6. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

Returns Due to Quality Issues or Our Error

If an item arrives damaged, defective, incorrect, or does not match the order due to an error on our part, PINE VEIL LLC will cover the reasonable return shipping costs.

Customers should contact us before returning the item so that we can review the issue and provide appropriate return instructions.

Returns Due to Personal Reasons

For returns resulting from personal preferences, including choosing the wrong size, changing your mind, or no longer needing the item, the customer is responsible for the return shipping costs.

Any applicable original shipping charges are handled in accordance with the refund conditions outlined in this policy.

7. Non-Returnable Items and Exceptions

Certain items may not qualify for return or exchange, including:

  • Items that have been worn, washed, or altered.
  • Products with stains, odors, or damage caused after delivery by the customer.
  • Items returned without required accessories or components.
  • Products that do not meet the applicable return conditions.

These restrictions do not limit any rights customers may have under applicable consumer protection laws.

8. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us at [email protected] as soon as possible.

To help us investigate the issue, please provide:

  • Your order number.
  • A description of the problem.
  • Clear photographs showing the affected product and packaging, where applicable.

Our team will review the information and generally respond within 1–2 business days. Depending on the circumstances, we may arrange a replacement, exchange, refund, or another appropriate resolution.

9. Late or Missing Refunds

If you have not received your refund after we have confirmed that it was processed, please consider the following steps:

  1. Check your original payment account or card statement.
  2. Contact your bank or card issuer, as additional processing time may be required.
  3. If the refund is still not visible, contact us at [email protected].

We will review the refund status and assist you where possible.