1. Who can purchase from PINOVA AESTHETIC LLC?
Our products are intended for clinics, med spas, distributors, qualified professionals, and businesses that use compatible aesthetic equipment. Certain products may require installation, operation, handling, or administration by an appropriately trained, qualified, or licensed professional as required by applicable law.
Products are not intended for home or personal use where the product page, labeling, manufacturer instructions, or applicable law requires professional use.
2. Are you an authorized dealer or affiliated with the manufacturers?
PINOVA AESTHETIC LLC is an independent seller. Unless expressly stated in writing on a specific product page, we are not an authorized dealer, distributor, representative, service center, agent, affiliate, partner, licensee, or sponsor of any third-party manufacturer or brand owner.
Third-party brand names, product names, model names, trademarks, and part numbers are used only to identify products or describe intended compatibility. All third-party trademarks belong to their respective owners.
3. How do I confirm compatibility?
Please verify the exact equipment manufacturer, model, generation, configuration, connector, and part number before ordering. Compatibility information is provided on the applicable product page when available, but it does not replace the customer’s final compatibility verification.
If you need assistance, contact us before ordering and provide the equipment brand, exact model, model generation, and any relevant part number or photograph of the existing component.
4. Are the products original, genuine, OEM, or manufacturer-approved?
Do not assume that a product is OEM, original, genuine, manufacturer-approved, certified, or covered by a manufacturer warranty unless the exact product page or written documentation expressly says so. PINOVA AESTHETIC LLC will use those descriptions only when the specific claim can be substantiated for the exact product.
5. Are the products medical devices?
Product status can vary by product, intended use, labeling, and jurisdiction. We do not represent that every product on the website is a medical device, or that every product has the same regulatory status in every country.
Customers are responsible for confirming intended use, regulatory status, professional requirements, and lawful import, possession, and use before ordering.
6. When will my order be processed?
Orders are normally processed within one business day after payment is successfully authorized and all required order information is received. Business days exclude weekends and applicable public holidays.
7. How long does domestic U.S. delivery take?
Standard domestic U.S. orders are normally shipped using UPS. Standard domestic delivery is estimated within three business days after dispatch.
Delivery dates are estimates, not guarantees. Carrier delays, severe weather, service interruptions, incorrect addresses, restricted-access locations, and other circumstances outside our reasonable control may affect delivery.
8. Is domestic shipping free?
Standard domestic shipping is free unless a different charge, special service, or expedited option is clearly shown at checkout.
9. Do you ship internationally?
Yes, international shipping may be available depending on the destination, product, service availability, and operational requirements. International orders may be shipped using UPS or DHL.
Please contact us before ordering if you need to confirm service availability, destination restrictions, documentation, or an estimated shipping option.
10. How long does international delivery take?
International delivery is normally estimated within six business days after dispatch. This is an estimate rather than an absolute guarantee. Customs clearance, government inspections, import restrictions, incomplete recipient or importer information, destination requirements, and carrier delays may extend delivery time.
11. Who pays duties, taxes, and import charges?
The customer or recipient is responsible for applicable import duties, customs charges, VAT, local taxes, brokerage fees, clearance fees, permits, and other destination-country charges. These amounts are not included in the product price or shipping charge unless expressly stated at checkout or in a written quote.
Taxes collected by PINOVA at checkout, such as applicable U.S. sales tax, are separate from destination-country import charges assessed against the recipient.
12. What happens if I refuse or do not pay import charges?
A refusal or failure to pay import charges does not automatically create a right to a full refund. If a shipment is refused, abandoned, seized, destroyed, held, or returned because of unpaid charges, missing permits, import restrictions, inaccurate information, or failure to cooperate with customs, any refund will be considered only after the shipment is returned and inspected.
Any refund may be reduced by legally permissible outbound shipping, return shipping, duties, brokerage fees, handling expenses, and other nonrecoverable costs.
13. Will I receive tracking information?
When tracking is available, we will send or make available a tracking number after dispatch. Tracking may take time to update after carrier acceptance. Carrier tracking information does not guarantee delivery by a particular date.
14. What should I do if my package is lost, damaged, missing, or incorrectly delivered?
Contact us promptly at pinovaaesthetic@gmail.com or +1 (707) 342-9756. The applicable reporting period is 3 DAYS from the marked delivery date, expected delivery date, or discovery of the issue, as applicable.
Please keep the product, packaging, shipping label, lot or serial information, and shipping records. We may request photographs, video, the order number, tracking information, and other details before determining an appropriate resolution.
15. Can I return my order?
Eligible change-of-mind return requests must be submitted within 30 calendar days after confirmed delivery.
Products must be unused, unopened, uninstalled, unaltered, unactivated, untested, and undamaged, with the original sealed packaging, labels, serial numbers, lot numbers, accessories, documentation, and packaging intact.
16. Which products cannot be returned?
Opened, used, installed, activated, tested, damaged, altered, tampered-with, or improperly stored products are not eligible for a change-of-mind return.
Sterile, single-use, hygienic, disposable, clearance, final-sale, specially sourced, custom-ordered, and temperature-sensitive products may be nonreturnable once opened or when expressly identified as nonreturnable before purchase, to the extent permitted by applicable law.
17. Do I need approval before returning a product?
Yes. Prior written return authorization is required. Contact us before sending anything back. Unauthorized returns may be refused or returned at the customer’s expense.
The authorized return address will be provided with the return instructions. Do not send products to a registered-agent, office, warehouse, or other address unless it is specifically provided in the written return instructions.
18. When will I receive my refund?
Returned products must be received and inspected before a refund is approved.
Refund processing time: [CONFIRM REFUND PROCESSING TIME].
Approved refunds will normally be issued to the original payment method unless applicable law or the payment provider requires another method.
19. Are shipping charges refundable?
Original shipping charges, expedited shipping charges, international duties, taxes, brokerage charges, and return shipping costs are generally nonrefundable, except when required by law or when PINOVA confirms that it shipped an incorrect or materially defective product.
20. Do you charge a restocking fee?
[CONFIRM WHETHER A RESTOCKING FEE APPLIES].
No restocking fee will be charged unless it is confirmed, properly disclosed, and legally permitted.
21. What should I do if my product is defective, damaged, incorrect, or missing?
Contact us promptly at pinovaaesthetic@gmail.com or +1 (707) 342-9756. Please provide the order number and any requested photographs or video of the product, packaging, labels, lot numbers, serial numbers, and shipping carton.
We may investigate with the carrier, supplier, manufacturer, or other relevant party. A claim does not automatically promise a refund or replacement. After investigation, we may authorize a return and provide a replacement, refund, credit, or another remedy where appropriate and legally required.
22. Do your products include a warranty?
Warranty coverage varies by product. Unless expressly stated for the exact product page or written order documentation, PINOVA AESTHETIC LLC does not provide a separate seller performance, clinical-outcome, compatibility, durability, or fitness-for-purpose warranty.
A third-party manufacturer warranty may not apply to products purchased from an independent seller. Any warranty must be expressly identified for the exact product.
23. Are consumable products single-use?
Some products are single-use or disposable. Customers must follow the product labeling, packaging, manufacturer instructions, and applicable law. Do not reuse, refill, modify, or alter a product where the product documentation or applicable requirements prohibit such conduct.
24. Can I use the products on patients?
PINOVA AESTHETIC LLC does not provide medical advice or treatment protocols. Customers are responsible for determining whether a product is suitable for a particular procedure or patient and for ensuring that use is performed by appropriately trained, qualified, or licensed professionals where required by law.
25. Do you provide medical or clinical advice?
No. Website content, product descriptions, compatibility information, and articles are general product information only. They are not medical, clinical, legal, or regulatory advice. PINOVA AESTHETIC LLC does not diagnose conditions or recommend treatment protocols.
26. How can I contact PINOVA AESTHETIC LLC?
For compatibility questions, please include the equipment manufacturer, exact model, model generation, part number, and any relevant photographs
