Returns and refunds

Check it as soon as it arrives and tell us within the first 24 hours by writing to info@pinoyjacaranda.com with your order number and photos.

We ask for such a short window for a specific reason: 24 hours is the time the carriers give us to open a damage claim. Within that window we can activate the insurance and sort it out straight away.

If the parcel arrives visibly damaged, note it on the delivery docket before you sign and photograph the packaging and the item. That's the evidence the carriers require.

In these cases Pino & Jacaranda covers every cost of collection, replacement or refund. You pay nothing.

Under articles 102 and following of the Spanish Consumer Protection Act, you have 14 calendar days from receiving your order to withdraw from the purchase, without having to give a reason.

To exercise it, simply tell us clearly within that period: by email, by phone or using the withdrawal form at the end of this page. Once you've told us, you then have a further 14 days to send the item back.

If your order contained several items, you can withdraw from all of them or only some.

Article 103 of the Spanish Consumer Protection Act excludes from the right of withdrawal goods made to the consumer's specifications or clearly personalised. In our catalogue this applies to:

• Rols Carpet rugs, cut and edged to measure from factory rolls according to the size, finish and border you choose.
• Coated tablecloths, cut to measure from the roll at the time of purchase.
• La Cartuja de Sevilla tableware, made to order.
• Any other item made to order or with special finishes, marked as such on its product page.

The fact that standard sizes appear on the website doesn't mean there is ready-made stock: they are manufacturing options. Each piece is prepared once the purchase is confirmed, which is why the exclusion applies from the moment cutting, making up or manufacturing begins.

On coated tablecloths

Even though there is no right of withdrawal, if you're not happy we can issue a credit note for the value of the item, valid for one year from the date it is issued and not exchangeable for cash. It's a courtesy on our part, not a legal obligation.

Trade orders

Orders placed by companies, interior design studios, hospitality businesses or retailers under special commercial terms may be excluded from voluntary returns, as set out in our Terms and conditions.

If you're buying as a private customer none of this applies to you, even if you used a discount code or bought in the sale. Your right of withdrawal cannot be waived.

You can open the item and check it just as you would in a shop: look at it, measure it, examine the finish. That doesn't cost you the right to return it.

What you should avoid is using, installing or handling it beyond what is needed to establish its nature and how it works. If the item loses value through handling that goes beyond that, we may deduct the corresponding depreciation from the refund, telling you the amount and the reason.

The packaging

Send it back in its original box and protective packaging whenever you can: the foam, corner pieces and internal blocks are designed for that item and are what stops it breaking on the way back.

If you no longer have the original packaging, tell us and we'll find an alternative. Bear in mind that unsuitable packaging greatly increases the risk of damage on the return journey, and that damage can reduce the amount refunded.

We'll ask you for photos of the item and the packaging before you close it and once it's closed. They help us document the condition it left in and protect you if something happens along the way.

1. Write to us Send an email to info@pinoyjacaranda.com with the order number in the subject line (for example, PJ-1001). It's best to have everything in writing.
2. Send us the dimensions and weight of the parcel Width × depth × height in centimetres and approximate weight. Without that the carrier can't quote for the collection. Tell us too whether you'll be using the original box and which dates suit you.
3. We confirm the cost We email you the exact cost of the return before anything moves, so there are no surprises. If the reason is a fault or a mistake on our side, there's no charge.
4. Get the parcel ready Pack it well, take the photos and attach the return label (PDF) we'll send you somewhere clearly visible, so the driver can scan it.
5. Collection The carrier calls at the address you give us, which can be the original delivery address or a different one.
6. Inspection and refund When the item reaches our premises we check its condition and process the refund. We email you as soon as it's issued.

With voluntary returns —when you send something back because you've changed your mind or the piece doesn't fit— the cost of return shipping is yours.

It isn't a fixed amount: it depends on size, weight and number of parcels. It's usually higher than the outbound shipping, because the return journey doesn't benefit from the commercial rates we get on the way out. We'll tell you the exact amount by email before arranging the collection.

What we refund

With large furniture or palletised deliveries, carriers don't always offer a home collection with the same service they used for the delivery. So we give you three options and you pick whichever suits you best:

• We quote you for the collection with a specialist carrier and deduct the cost from the refund.
• You arrange the transport yourself and get it back to us.
• You bring it to one of our shops: Sancti-Petri (Cádiz) or Marbella (Málaga).

In all three cases we'll confirm the cost and the procedure in writing before you do anything.

The refund is made to the same payment method you used for the purchase and at no cost to you.

By law we have a maximum of 14 calendar days from the moment you tell us you're withdrawing. We may hold the payment until we've received the item or until you show us you've sent it. In practice we usually issue it within 48 hours to 5 working days of receiving and checking it.

Once we've issued it, how long it takes to show up in your account depends on your bank, on the card issuer or on the payment platform. That final stretch is out of our hands.

When the payment platform doesn't allow it

On made-to-order items or those with long lead times, some providers —PayPal among them— set time limits that can run out before delivery. If for that reason it isn't technically possible to refund through the original method, we'll do it by bank transfer, telling you beforehand and at no cost to you and with no reduction in the amount.

On orders that do not qualify as consumer sales, such as those placed under trade terms, any non-recoverable fees actually incurred and the costs of international transfers or transfers in a currency other than the euro may be deducted from the amount.

You don't have to use this template: you can tell us your decision however you prefer, as long as it's clear. We include it because the law requires us to make it available to you and because many people find it convenient.

Copy it, fill it in and send it to info@pinoyjacaranda.com

If you have any questions about your case, write to us at info@pinoyjacaranda.com or call us on +34 610 106 298. We'll be glad to help.

See the full terms and conditions