Refund policy

# Fairpine Co — Refund Policy (paste into Shopify Admin → Settings → Policies → Refund policy)

**Effective date: November 9, 2026**

Fairpine Co is operated by BGA Commerce LLC. This policy explains how returns and refunds work for orders placed on fairpineco.com.

## Returns at a glance

| Situation | Window | Restocking fee | Return shipping |
|---|---|---|---|
| Non-defective return (approved) | 30 days from delivery | 28% | Customer pays |
| Large / freight item, non-defective | 30 days from delivery | Generally not accepted; any written exception still 28% plus return freight | Customer pays |
| Wrong item or fulfillment error | Report promptly | $0 | We cover approved return transport |
| Transit damage (visible) | Within 48 hours of delivery | $0 for approved claim | We cover approved return transport |
| Transit damage (concealed) | Within 48 hours of discovery | $0 for approved claim | We cover approved return transport |
| Confirmed manufacturer defect (return/refund remedy) | Report promptly | $0 | Per approved remedy |
| Cancellation required by law, or we cannot meet the shipping timeframe | As applicable | $0 | N/A |

There is **no** “unopened box” exception that waives the 28% fee on a customer-initiated non-defective return.

## Return authorization (RMA)

Every return needs prior written approval. Email **support.fairpine@gmail.com** within 30 days of delivery (counted from the tracking delivery date). Include your order number and the item(s). We will reply with authorization and the return destination. Do not ship anything back until you have that authorization. Packages sent without an RMA, or to our Casper mailing address, can be delayed or refused.

## Non-defective returns — 28% restocking fee

When we approve a customer-initiated non-defective return:

1. We charge a **28% restocking fee** on the product purchase price after discounts, **excluding tax** and any **separately charged shipping**.
2. If the product price **included delivery**, we first subtract the **documented outbound freight** from that fee base, then apply 28% to what remains. The same outbound cost is never deducted twice.
3. **You pay return shipping / return freight.** If you pay the carrier directly, we do not deduct that amount again from your refund.
4. Refunds are issued to the original payment method within **5–10 business days** after we receive and approve the return (your bank may take longer to post the credit).

**Example:** A $5,000 item whose price included $500 of documented outbound freight. Deduct $500 first. 28% of $4,500 = $1,260 restocking fee. Merchandise refund before tax adjustments = $3,240. You still arrange and pay return transport.

## Large and freight items

Many saunas, pizza ovens, shuffleboard tables and similar pieces ship by freight. Non-defective returns of those items are **generally not accepted**. If we approve an exception in writing, the 28% restocking fee, return freight, and other applicable deductions still apply.

## When there is no restocking fee

We do **not** charge the 28% fee, and we cover approved return transport, when we confirm the return is solely because of:

- A wrong item or a verified fulfillment error on our side
- Transit damage reported within 48 hours of delivery (or within 48 hours of discovering concealed damage), with photos
- A confirmed manufacturer defect where the approved remedy is a return and refund
- A cancellation required by law, or because we cannot meet the shipping timeframe we committed to

## Condition requirements

Approved returns must be unused, complete, and in original packaging with all parts, accessories and manuals. Missing parts, damaged packaging, installed or used items, and diminished condition may reduce the refund further where the law allows.

## Non-returnable

Unless required by law or we approve an exception in writing, these are not returnable:

- Custom, made-to-order or special-order items
- Installed or used items
- Final-sale items marked as such on the product page
- Items missing parts or original packaging
- Returns without an RMA

Gift cards are not returnable.

## How to start a return

1. Email support.fairpine@gmail.com within 30 days of delivery with your order number and what you want to return.
2. Wait for written RMA instructions and the return address.
3. Pack securely, ship with a trackable carrier, and keep your tracking number until the refund posts.

## Contact

Fairpine Co is operated by BGA Commerce LLC, a Wyoming limited liability company, 5830 E 2nd St, Ste 7000 #35599, Casper, WY 82609, United States. Email: support.fairpine@gmail.com.