At Pino & Jacaranda, we understand that sometimes a product may not fit as expected or circumstances may change. That's why we've designed a clear and simple returns process, designed to offer you a smooth and secure experience at all times.
Review and return deadlines
Review period: You have 48 hours from receipt of your order to inspect the items and ensure they are free of damage or irregularities. After this period, we will not be able to accept claims.
Return period: According to articles 102 et seq. of the General Law for the Defense of Consumers and Users, you have 14 calendar days from receipt of the order to exercise your right of withdrawal, provided the item is in perfect condition, unused, and in its original packaging.
This right does not apply to products that are custom-made, personalized, have special finishes, or whose description expressly states that they are non-returnable.
Product and packaging conditions
- Product condition: The item must be in perfect condition, unused, and with all tags and accessories.
- Packaging: We ask that you carefully prepare and wrap your product (especially if it's fragile) and use the same box you received it in, or a better one if the original box has been damaged during shipping or discarded. This is to ensure the product arrives in optimal condition.
- Photographs: We would appreciate it if you could send us images of the packaging before it is sealed and once it is sealed, ready for shipping.
Dimensions, weight and pickup address
Before arranging pickup, please provide the exact measurements of the package (width × depth × height, in cm) and its weight in kilograms. This information will allow us to estimate the return cost and notify you in advance.
If you used the same box as the original shipment, we would appreciate it if you could confirm this as well.
Once the cost has been confirmed, we will ask you to indicate which day or days are most convenient for the shipping agency to collect the shipment, as well as whether the collection address is the same as the initial shipment or a different one.
Return process
Once we have all of the above information, we'll send you a return label in PDF format . You should print it and place it on the package in a visible location so the carrier can easily scan it.
Once we receive the package at our facilities and verify that the item(s) are in perfect condition, we will proceed to refund the corresponding amount .
Cost of return
The cost of return shipments will be borne by the customer, except in specific campaigns where Pino & Jacaranda expressly assumes this expense. This amount may vary depending on the weight, volume, and destination of the collection.
The exact amount will be communicated by email before confirming the collection.
Terms and method of reimbursement
The estimated time to receive the refund is 48 hours to 5 business days from the verification of the package at our facilities, depending on the payment method used ( Shopify Payments –Shop Pay–, PayPal or Apple Pay ).
The refund will be issued using the same payment method used for the original purchase.
Contact
If you need assistance or have any questions about the return process, you can contact us at info@pinoyjacaranda.com or by phone at +34 610 106 298 .
We appreciate your cooperation and understanding, and we look forward to continuing to provide you with the best possible experience at Pino & Jacaranda .
