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 prioritizing the care of our products and your experience.
At Pino & Jacaranda, we understand that sometimes a product may not be exactly what you expected. Our commitment is to guide you through a clear, secure, and hassle-free returns process.
Review and return deadlines
Inspection period: You have 48 hours from receipt of the order to inspect the items and confirm that they are free of damage or irregularities. After this period, it will not be possible to process claims for shipping issues.
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 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, have special finishes , or are clearly marked as "non-returnable".
- 48 hours to review the order and report any issues.
- 14 calendar days to request a voluntary refund.
Product and packaging conditions
To accept a return, it is essential that:
- Product: must be in perfect condition, unused and with all tags and accessories included.
- Original packaging: returns must be made only with the original box and protective materials (foam, corner protectors, interior). For transport safety reasons, returns with replaced, modified or damaged boxes are not accepted.
- Photographs: We will ask you for pictures of the product and packaging before and after it is sealed.
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 dimensions (width × depth × height, in cm) and its approximate weight . This allows us to properly coordinate the collection with the shipping company.
We'll also ask if you'll be using the original box and what dates are convenient for you to pick it up. You can specify whether the address is the same as the original shipment or a different one.
How to handle the refund
Once we receive all the information, we will send you the return label in PDF format . You will need to 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 make the refund using the same original payment method . Please note that some banks and payment platforms may take several business days to reflect the credit in your account.
Return shipping cost
In voluntary returns, that is, when the customer wishes to return an item for personal reasons, because it doesn't fit or they simply change their mind, The customer is responsible for the return shipping costs .
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 total transparency.
Important: If the product arrives damaged , defective , or different from what was ordered , 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 avoid any doubt.
Refund terms and method
The refund is always processed using the same payment method used for the original purchase. As a general reference, the usual timeframe for the refund to be reflected 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 we have issued the refund, the final update depends on each payment provider.
Contact and assistance
If you have questions about your case or need help processing 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 to continue supporting you in creating a home with soul.
