Refund policy
PineaPi Return and Refund Agreement
Effective Date: August 22, 2026
This Return and Refund Agreement (“Agreement”) applies to purchases of PineaPi products from the
PineaPi online store operated by ModelBest (Hong Kong) Limited (“PineaPi”, “we”, “us” or “our”).
1. 14-Day No-Reason Return
PineaPi provides customers with a 14-day no-reason return period as a voluntary commercial return
policy.
The 14-day period begins on the date the product is delivered to the customer.
Customers may request a return during this period without providing a product-defect reason, provided
that all return conditions in this Agreement are satisfied.
This 14-day return policy is a commercial policy voluntarily provided by PineaPi and does not represent a
statutory cooling-off period under Hong Kong law.
Nothing in this Agreement limits any mandatory rights or remedies that cannot lawfully be excluded under
applicable Hong Kong law.
2. Conditions for No-Reason Returns
A product is eligible for a no-reason return only if:
• The return request is submitted within 14 days after delivery;
• The product is in its original and undamaged condition;
• All original accessories and components are included;
• The product has not been damaged through misuse, abuse, improper installation, modification,
unauthorised repair or other customer-caused damage; and
• Sufficient order information is provided to identify the purchase.
The following are not eligible for a no-reason return:
• Products with missing accessories or components;
• Products that have been intentionally or accidentally damaged by the customer;
• Products damaged through misuse or improper handling;
• Products damaged through unauthorised modification or repair; and
• Products that otherwise fail to meet the return conditions.
13. How to Request a Return
Customers must contact PineaPi before sending a product back.
Please email:
info@modelbest.cn
The request should include:
• Order number;
• Customer name;
• Email address associated with the order;
• Product name;
• Reason for the return, if applicable; and
• Photographs or other supporting information where reasonably necessary.
PineaPi will review the request and provide return instructions.
Customers should not send products to the return address before receiving return instructions.
4. Return Address
Unless otherwise instructed by PineaPi, approved returns should be sent to:
ModelBest (Hong Kong) Limited
807A 8/F, TWO HARBOURFRONT, 22 TAK FUNG STREET, HUNG HOM, HONG KONG
5. Return Shipping Costs
For a no-reason return, the applicable return shipping cost will be deducted from the refund amount.
The customer is responsible for safely packaging the product and arranging shipment to the return
address.
We recommend using a tracked shipping service and retaining proof of shipment.
Where a product is defective, damaged upon delivery, or materially inconsistent with its description, PineaPi
will review the circumstances and provide an appropriate remedy in accordance with applicable law.
6. Inspection
After receiving a returned product, PineaPi may inspect the product and its accessories.
If the product satisfies the requirements of this Agreement, the applicable refund will be processed.
2If the product has missing accessories, customer-caused damage or other conditions that make it ineligible
for a no-reason return, PineaPi may reject the return to the extent permitted by applicable law.
7. Refunds
For an approved no-reason return, the refund will generally be made to the original payment method.
The applicable return shipping cost will be deducted from the refund.
The refund may be subject to the processing time of the relevant payment provider or financial institution.
Where payment was made in a foreign currency, exchange-rate fluctuations or fees charged by financial
institutions may affect the amount ultimately received.
8. Defective or Incorrect Products
If a product arrives defective, damaged, or materially different from the product description, customers
should contact:
info@modelbest.cn
as soon as reasonably possible.
Customers may be requested to provide photographs, videos, order information or other evidence to help
us assess the issue.
PineaPi will determine the appropriate remedy based on the circumstances and applicable law.
9. 1-Year Limited Warranty
PineaPi products are covered by a 1-Year Limited Warranty against manufacturing defects in materials or
workmanship under normal use.
The warranty period begins on the date of delivery.
For a covered manufacturing defect, PineaPi will provide repair service in accordance with the applicable
warranty terms.
The warranty does not cover:
• Accidental damage;
• Damage caused by misuse or abuse;
• Improper installation or operation;
• Unauthorised modification or repair;
• Damage caused by failure to follow product instructions;
3• Normal wear and tear; or
• Damage caused by force majeure or other circumstances beyond PineaPi's reasonable control.
The limited warranty provides repair service only and does not constitute a promise to replace the product
with a new unit.
10. Force Majeure
PineaPi shall not be responsible for failure or delay caused by circumstances beyond its reasonable control,
including natural disasters, fire, flood, war, government actions, epidemic or pandemic events,
transportation disruptions, telecommunications failures, power failures or other force majeure events.
11. Unauthorised Returns
Products sent to PineaPi without first contacting customer support may experience delays in processing.
Customers should obtain return instructions before sending any product whenever reasonably possible.
12. Statutory Rights
This Agreement provides additional commercial return and warranty arrangements.
Nothing in this Agreement is intended to exclude, restrict or limit any consumer right, liability or remedy
that cannot lawfully be excluded, restricted or limited under applicable Hong Kong law.
13. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the Hong Kong Special
Administrative Region.
Any dispute arising from or relating to this Agreement shall be subject to the applicable laws and
jurisdiction of Hong Kong, subject to any mandatory consumer rights or protections applicable under law.
14. Contact Information
ModelBest (Hong Kong) Limited
807A 8/F, TWO HARBOURFRONT, 22 TAK FUNG STREET, HUNG HOM, HONG KONG
Return & Customer Support Email:
info@modelbest.cn