Refund & Return Policy

1. Pre-Order Refunds (Campaign Doesn't Fund)

Pinpog uses a pre-order model where pins are only manufactured if the campaign reaches its minimum goal. If a campaign does not reach its minimum pre-order goal by the campaign deadline:

• All supporters receive a full automatic refund. Optional creator Pay to win contributions are also refunded in full if the campaign fails, including the creator payment's processing allowance.
• No action is required from you — refunds are processed automatically.
• Refunds are issued within 5–10 business days to your original payment method.
• You will receive an email confirmation when your refund is processed.

This is the core protection of pinpog's pre-order model: you never pay for a pin that doesn't get made.

2. Pre-Order Cancellation

You may cancel your pre-order and receive a full refund at any time before the campaign closes and enters the manufacturing phase.

Creators can cancel a pending Pay to win checkout or request a contribution refund from an unlaunched draft or rejected campaign. Once submitted, contact the team to withdraw it before launch. Reduced-price campaigns cannot launch without confirmed contribution funds. Contributions do not buy pins or reduce the pin goal, and may exceed the creator's earnings if a campaign succeeds.

Once a campaign has closed and manufacturing has begun, cancellations are not possible. Enamel pins are custom-manufactured to order and cannot be cancelled mid-production.

To cancel a pre-order, visit the campaign page or email [email protected] with your order details.

3. Returns for Damaged or Defective Items

If you receive a pin that is damaged, defective, or significantly different from the campaign mockup, you may request a return within 14 days of receiving your order.

To initiate a return:

1. Email [email protected] within 14 days of receiving your order.
2. Include your order number and a description of the issue.
3. Attach clear photos showing the damage or defect.
4. Our team will review your request within 2–3 business days.

If your return is approved, we will provide either a replacement pin or a full refund, at our discretion based on the nature of the issue and pin availability.

4. Items Not Eligible for Return

Custom-manufactured enamel pins are not eligible for return due to:

• Buyer's remorse or change of mind.
• Subjective quality preferences (e.g., color variation within normal manufacturing tolerance).
• Minor imperfections consistent with the handcrafted nature of enamel pin production.

All pins are made to order for each specific campaign and cannot be resold. We encourage you to review the campaign mockup and pin specifications carefully before placing your pre-order.

5. Return Shipping

• Defective items: If your return is approved due to a manufacturing defect or shipping damage, we will provide a prepaid return shipping label at no cost to you.
• Other approved returns: For returns approved for other covered reasons, the customer is responsible for return shipping costs. We recommend using a tracked shipping method.

6. Refund Processing

Once a refund is approved (whether from a cancelled pre-order, unfunded campaign, or approved return):

• Refunds are processed within 5–10 business days.
• Refunds are issued to the original payment method used at checkout.
• You will receive an email confirmation when the refund is processed.
• Depending on your bank or credit card provider, it may take an additional 3–5 business days for the refund to appear on your statement.

7. Contact

For all refund and return inquiries, please contact us:

Email: [email protected]

Please include your order number and a clear description of the issue to help us resolve your request as quickly as possible.