Retail Customers – 3 Year Pin Warranty

We want your pins to last. Our 3 year warranty covers eligible Pin Hive original designs, listings, and enamel pins purchased through Pin Hive directly or through an approved official stockist, subject to the terms below.

What Pins Are Covered

This warranty applies to Pin Hive original designs or products. These are typically identifiable by a Pin Hive copyright mark on the back of the pin and/or our logo.

If you are unsure whether your pin is part of the official Pin Hive collection, or whether the shop you purchased from is one of our approved stockists, please contact us before submitting a claim and we’ll help verify it.

Eligible Purchases

This warranty applies to:

• Orders placed directly through our website

• Purchases made through an approved official stockist

• Eligible replacement claims where we can confirm the order through proof of purchase or our order system

To qualify for warranty coverage, refunds, or replacements, you must provide:

• Proof of purchase, or

• Enough order information for us to locate the purchase in our system

If we cannot verify the purchase, the item is not eligible for warranty coverage, refunds, or replacements.

Purchases Not Eligible

The following are generally not eligible for warranty coverage, refunds, or replacements:

• Pins with no proof of purchase and no matching order record in our system

• Pins purchased secondhand, through resale lots, or from unofficial sellers

• Pins not identifiable as official Pin Hive original designs

• Pins purchased from unverified or unofficial stockists

If you are unsure, reach out. We are happy to help verify eligibility whenever possible.

What Counts as “Damage” (Covered)

Our warranty covers defects in materials and craftsmanship, including but not limited to:

• Chipping or major enamel defects on arrival

• Misprinting, missing details, or obvious print, UV, or plating errors

• Irreparable bent posts that cannot be safely straightened

• Missing posts, broken posts, or clearly defective posts

What Is Not Covered

This warranty does not cover:

• Normal wear and tear from regular use

• Surface scratches from daily wear

• Loss of rubber or metal clutches over time

• Sun fading

• Water damage

• Chemical damage from cleaners, perfumes, sprays, or similar products

• Intentional damage, mishandling, or misuse

• Cosmetic wear that develops naturally over time and does not reflect a manufacturing issue

Disaster Exceptions

If your pins were damaged in a natural or traumatic event, such as a hurricane, tornado, house fire, or flood, we may review replacement options on a case by case basis depending on stock and circumstances. Please contact us and tell us what happened.

Free Replacements (When Applicable)

Damaged on Arrival or Within 30 Days

We cover return shipping and send you a replacement pin at no charge.

Please wrap the pin securely and use our prepaid return label if we request the item back.

Damaged After 30 Days and Up to 1 Year

We will replace the pin for free. If a return is required, you are responsible for the cost of mailing the damaged pin back to us.

Extended Life Coverage (1–3 Years)

Damage After 1 Year and Up to 3 Years

Return the pin to us. After inspection, we may issue either:

• a 50% refund of the pin’s value, when possible, or

• 100% of the value in store credit once the pin is received and confirmed as warrantied damage

Damage After 3 Years

No replacements or refunds are guaranteed after 3 years, but you are always welcome to contact us and we will see whether there is anything we can do.

Partial Refunds (If You Keep the Damaged Pin)

If it makes more sense for you to keep the damaged pin for display, repair attempts, or sentimental reasons, we may offer a partial refund instead of requiring a return.

• Within 30 days: 30% refund of the pin’s value

• 30 days to 1 year: 20% refund of the pin’s value

• 1 to 3 years: 10% refund when possible, or 20% of the value as store credit

Partial refunds always require clear photo or video proof of the damage.

Lost, Missing, or Mis-Delivered Packages

Officially Lost by USPS or Another Carrier

Once a loss claim is approved, we will either:

• issue a 100% refund, or

• reship the order when stock allows

Our team will handle filing the claim with the shipping carrier when applicable.

Marked as Delivered, but You Cannot Find It

We will help you check with the carrier and neighbors and file a claim when possible.

Claim Denied or No Official Lost Status

If the carrier denies the claim, or the shipment is marked delivered without official lost status, refunds and replacements will be handled case-by-case based on order value, account history, and stock availability.

Backing Cards, Clutches & Accessories

Backing cards are not covered under the 3 year pin warranty.

• Replacement backing cards may be purchased for $1 each, plus shipping and tax

• Pins replaced through the warranty may ship without a backing card

• The warranty applies to the pin itself

• Rubber tree clutches and magnetic adapters are available for purchase separately if you need extras

Limited Edition & Third Party Items

Limited Edition pins and third-party items may not always be available for direct exchange due to low stock or limited runs.

In those cases, we may offer a refund, partial refund, or store credit depending on the situation and availability.

Refund Method

If your original payment method is unavailable or unable to receive a refund, we will issue store credit of equal value instead.

How to Request Warranty Help

Please contact us with:

• Your name and order number

• Clear photos or a short video showing the issue

• A brief explanation of what happened

• An approximate date for when the damage occurred

You can reach us through our website live chat or by email at contact@pinhive.org. We will review your request and respond with next steps as quickly as possible.

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Bulk Lots – Return & Refund Policy

From time to time, we offer a limited number of bulk lots on our website. These bulk lots are handled differently from standard retail pin purchases.

Bulk Lots Are Not Covered by the Standard 3-Year Pin Warranty

Bulk lots do not qualify for the normal 3-year pin warranty, individual pin replacement coverage, or standard retail damage claims.

Because bulk lots are sold as grouped lots rather than individually warrantied retail pins, they are only eligible for return and refund under the conditions below.

Bulk Lot Return Window

Bulk lots may be returned for a refund within 30 days of delivery.

We may allow flexibility on a case-by-case basis, but this is not guaranteed.

Conditions for a Full Bulk Lot Refund

To qualify for a full refund on a bulk lot:

• The full lot must be returned

• Returned pins must match the items shown in our system photos and order records

• Items must be returned in substantially the same condition they were received

• The return must be requested within the allowed return window

Partial Returns / Partial Refunds

If not all items from the bulk lot are returned, only a partial refund will be issued.

The refund amount will be based on what is actually returned and whether the returned items match the lot contents in our records.

Examples of when a partial refund may apply include:

• Missing pins from the lot

• Mixed-in items that were not part of the original lot

• Returned quantities that do not match the original shipment

• Items returned in significantly altered or damaged condition beyond normal review handling

Bulk Lot Return Limitations

We may deny or reduce a refund if:

• The returned lot is incomplete

• Returned items do not match our system photos or internal order records

• The lot appears to have been swapped, split, or significantly altered

• The return request is made outside the return period without prior approval

Shipping for Bulk Lot Returns

Unless the lot arrived damaged, incorrect, or there was a fulfillment error on our end, return shipping for bulk lot refunds is generally the customer’s responsibility.

Bulk Lot Eligibility Verification

As with all order support, we must be able to verify the purchase through:

• proof of purchase, or

• a matching order in our system

If we cannot verify the purchase, the bulk lot is not eligible for refund or return support.

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Wholesale & Stockist Orders – 3-Year Warranty

We stand behind our pins for you and your customers. Our wholesale warranty is designed to support both your shop and the collectors who buy from you.

Warranty for Your Customers (End Buyers)

We extend our 3-year retail pin warranty to customers who purchase our pins from approved stockists.

If your customer has an issue with a pin’s quality or damage, they can either:

• work through your shop and have you coordinate with us, or

• refer to our Retail Customers – 3-Year Pin Warranty section and contact us directly

If a customer is unsure whether they purchased from an approved stockist, they are welcome to contact us for verification.

Lost or Missing Wholesale Shipments

Officially Lost by the Carrier

If USPS or another shipping service confirms the shipment as lost and approves our claim, we will:

• reship the order or affected portion when stock is available, or

• issue a 100% refund for the missing items

Mis-delivered, Stolen After Delivery, or Claim Denied

If the carrier marks a package as delivered or denies the claim, replacements and refunds are handled case-by-case, working with you to reach a fair solution.

Items Damaged on Arrival (Wholesale)

If any pins, sets, or backing cards arrive damaged, please notify us within 14 days of receiving the shipment.

Please send:

• your business name and order number or invoice number

• photos of the damaged pins and/or backing cards

• the quantity affected

• how many replacements you need

We will:

• replace damaged pins and backing cards, and

• cover return shipping if we request items back so we can repair, recycle, or reuse them whenever possible

If only backing cards are damaged and the pins are fine, we can send replacement backing cards separately.

Damage After Arrival (Up to 3 Years)

For defects that appear after your stock is on the shelf or after your customer purchases the pin, we generally follow the same timeline structure as our retail warranty:

• 0–14 days

• 14 days–1 year

• 1–3 years

Depending on the situation, we may offer:

• replacement pins for you or your customer

• credit on your wholesale account

• partial refunds or store credit if replacement is not possible

Normal wear and tear, sun damage, water damage, chemical damage, misuse, or mishandling are not covered, just as with our retail warranty.

How to Reach Us for Wholesale Warranty Support

For any wholesale or stockist warranty questions, please contact us with:

• shop name and contact person

• order number or invoice number

• photos or video of the issue

• quantities affected

• whether you need pins, backing cards, or both replaced

Contact us through website chat or by email at contact@pinhive.org, and we will work with you to keep your display stocked and your customers supported.