Refund policy

Last updated: October 16, 2026

We hope every little pin feels at home in your collection. If you need help with an order, email thepinwall@gmail.com or use our contact form.

Return-request windows

The following windows apply to change-of-mind return requests and begin when the item is delivered, not when the order is placed. Contact us within the applicable number of calendar days after delivery.

• Loose Single Pins: 3 days after delivery. This applies to every item sold as a loose Single Pin, including one that is also Limited Edition, Limited Release, or Open Edition.
• Other Limited Edition / Limited Release pins: 7 days after delivery.
• Other Open Edition items and mystery packs: no change-of-mind returns. Mystery packs are final sale for change-of-mind purposes, whether sealed or opened.

If more than one category applies, the loose Single Pin rule takes priority, followed by the LE/LR rule. A separate item-specific condition will apply only if clearly disclosed before purchase and consistent with applicable law.

How to request a return

Send your order number, the item name, and the reason for your request. Please wait for our written approval and return instructions before mailing an item. We will provide the correct return address; do not send returns to a manufacturer or park.

For an approved change-of-mind return, the pin must be unused and in the condition received, with any original backing card, packaging, accessories, and included parts that were supplied. A loose pin does not need a backing card if none was included. Please package returns securely.

You are responsible for approved change-of-mind return shipping. Original shipping charges are not refunded for those returns, except where required by law. We do not charge a restocking fee. If we sent an incorrect or defective item, contact us so we can arrange an appropriate remedy and cover reasonable required return shipping.

Damage, defects, or an incorrect item

Inspect your delivery and contact us promptly if a pin arrives damaged, defective, or different from your order. Include photos of the item and packaging if possible, and keep the packaging while we review the issue. The change-of-mind deadlines and final-sale terms do not remove rights or remedies that apply to damaged, defective, misdescribed, or undelivered goods.

Preorders and cancellations

An item clearly labeled as a preorder is being ordered before it is ready to ship. Change-of-mind cancellation or return requests are not accepted before delivery unless we have authorized an exception in writing. Once a preorder is delivered, the return-request window and eligibility for its item category above apply.

This restriction does not apply where cancellation or a refund is required by law, including applicable rights when we cannot meet a stated shipping time. If shipment is delayed, we will provide the required notice and cancellation or consent options. You may contact us at any time for an update; website updates do not replace notices we are required to send directly.

Refunds

After receiving and reviewing an approved return, we will notify you of the outcome. Approved refunds go to the original payment method. Your bank or payment provider may need additional time to post the credit. We will process any refund required by law within the applicable deadline.

Your rights

Nothing in this policy limits any non-waivable consumer rights. Where applicable law gives you a longer return period or another remedy, that law applies.