Returns and Refunds
We want you to enjoy your purchase with peace of mind and confidence. That's why we've created a clear, transparent, and easy-to-understand returns policy, always ensuring care for our pieces and your experience.
At Pino & Jacaranda, we understand that sometimes a product may not fit as you expected. Our commitment is to guide you through a clear, secure, and hassle-free return process.
Similarly, to ensure proper use of our promotions and loyalty system, orders placed using misused discount codes, points, or promotional benefits may be automatically canceled by our system. In such cases, if payment has been made, a full refund of the amount paid will be processed through the same payment method used.
Review and Return Periods
Review period: You have 48 hours from receiving the order to inspect the items and confirm that they have no damage or irregularities. After this period, it will not be possible to process claims for transport incidents.
Return period: According to articles 102 and subsequent of the General Law for the Defense of Consumers and Users, you have 14 calendar days from delivery to exercise your right of withdrawal, provided that the product is unused, in perfect condition, and with its original packaging.
This right does not apply to products that are custom-made, personalized, made to order, with special finishes, or clearly indicated as "non-returnable".
- 48 hours to review the order and report incidents.
- 14 calendar days to request a voluntary return.
Products not eligible for return
Some items are excluded from the right of withdrawal due to their nature, as they are specifically made for each order or prepared according to measures, finishes, or combinations chosen by the customer.
These include, for example, Rols Carpet rugs, custom-made resin-coated tablecloths, and other products made to order or with particular specifications.
In these cases, even if standard sizes or selectable combinations are shown on the website, this does not mean that there is physical stock of the finished product. These are available manufacturing options, so each piece is prepared or made after purchase confirmation.
For this reason, once the manufacturing, cutting, tailoring, or specific preparation process of the item has begun, it will not be possible to accept its return or process its refund, except in case of a defect, error, or incident attributable to the product, the manufacturer, or transportation.
Orders placed under special professional conditions, negotiated rates, commercial discounts, or specific agreements for interior design, hospitality, retail, or business activity projects may be excluded from the right of withdrawal and voluntary returns.
This includes cases where Pino & Jacaranda has had to make a specific purchase from the manufacturer or supplier, expressly reserve merchandise, manage custom orders, or block stock for a specific client project.
Although certain items may be published on the website or have standard sizes visible during purchase, the client acknowledges and accepts that certain operations may involve individualized commercial management and specific procurement that makes their reintegration into the ordinary sales circuit impossible.
For this reason, unless expressly and in writing accepted by Pino & Jacaranda, this type of order will not allow cancellation, return, or voluntary refund once the order has been confirmed and processed.
This limitation will in no case affect the client's legal rights in cases of defective products, damages derived from transport, or errors attributable to Pino & Jacaranda.
Important: If you have doubts about whether a product is custom-made or eligible for return, we recommend consulting us before making the purchase.
Product and Packaging Conditions
To accept a return, it is essential that:
- Product: must be in perfect, unused condition with all tags and accessories included.
- Original packaging: the return must be made only with the original box and protective materials (foam, corner protectors, internal packaging). For transport safety reasons, returns with replaced, modified, or damaged boxes will not be accepted.
- Photographs: We will ask for images of the product and packaging before closing it and after it has been closed.
Tip: always keep the box and all protective materials for at least the 14 legal days, until you decide whether or not to keep the product.
Dimensions, weight, and collection
Before collecting the item, we will need the package measurements (width × depth × height, in cm) and its approximate weight. This allows us to correctly coordinate the collection with the agency.
We will also ask if you will use the same original box and what dates are convenient for collection. You can indicate if the address is the same as the initial shipment or a different one.
How the return is managed
Once we receive all the information, we will send you the return label in PDF format. You must print it and place it visibly on the package so that the carrier can scan it correctly.
When the product arrives at our facilities and we verify that everything is in perfect condition, we will proceed to issue the refund to the original payment method. Please note that some banks and payment platforms may take several business days to reflect the credit in your account.
Cost of return
For voluntary returns, i.e., when the customer wishes to return an item for personal reasons, because it does not fit, or simply changes their mind, the cost of the return is borne by the customer.
This cost is not fixed. It is calculated individually based on the size, weight, and number of packages to be collected. We will indicate the exact amount by email before coordinating the collection, to ensure full transparency.
Important: if the product arrives damaged, defective, or different from what was requested, Pino & Jacaranda assumes all costs of collection, replacement, or refund. In these cases, the customer pays nothing.
All amounts and conditions will be confirmed beforehand by email to ensure there are no doubts.
Refund timeframes and method
The refund is always processed using the same payment method used for the original purchase. As a general guideline, the usual period for the credit to appear is between 48 hours and 5 business days from when we validate the return.
The exact time may vary depending on the card issuer, bank, PayPal, or the system used. Once the refund is issued by us, the final update depends on each payment provider.
In certain exceptional circumstances, especially for custom orders, transactions with extended terms, or incidents subject to technical limitations of third-party payment platforms, the client acknowledges and accepts that some providers, such as PayPal, may impose temporary or technical restrictions on processing the refund via the original payment method.
When, due to reasons beyond Pino & Jacaranda's control, it is not technically possible to issue the credit through the initially used payment method within the timeframes or conditions permitted by said platform, Pino & Jacaranda reserves the right to issue the refund via bank transfer, after notifying the client.
Likewise, in these exceptional cases, only those non-recoverable costs or commissions imposed by payment platforms or financial institutions may be deducted from the amount to be refunded, provided they have not been previously reimbursed to Pino & Jacaranda by the corresponding provider.
Similarly, if a refund via bank transfer incurs additional charges, for example, for international accounts or in currencies other than the euro, such costs may also be deducted from the final amount to be refunded.
Contact and Support
If you have questions about your case or need help managing a return, you can write to us at info@pinoyjacaranda.com or call +34 610 106 298.
We will be happy to help you with anything you need and continue to support you in creating a home with soul.
