환불 정책
At Pino Interiors, we aim to ensure a smooth and reliable delivery experience. However, if something goes wrong, here’s everything you need to know about cancellations, damages, delays, lost parcels, and returns.
I want to cancel my order
Once the order has been shipped, cancellation is no longer possible. In that case, the process follows our return policy (see “I want to return my order”).
If you want to cancel your order, please contact us at info.pinointeriors@gmail.com.
Order arrived damaged
All shipments are fully insured against loss and damage in transit (see Shipping Policy – Insurance and Risk Transfer).
If your item arrives damaged, you must notify us within 3 days of delivery and provide photos documenting the issue, including the packaging.
Once the claim is verified, we will work with you to find the most suitable solution. Depending on availability and your preference, this may include:
- a full refund
- a mutually agreed partial refund reflecting the reduced value of the item
- a replacement item
Order is severely delayed
If your order is significantly delayed beyond the stated delivery estimate, please contact us at info.pinointeriors@gmail.com so we can investigate with the carrier.
Delays caused by customs clearance or import procedures are outside our control.
Order is lost in transit
If your tracking indicates that a parcel may be lost, contact us at info.pinointeriors@gmail.com and we will investigate with the carrier.
If the parcel is confirmed lost in transit and a replacement is not available, you are entitled to a full refund of the entire order, including shipping.
I want to return my order
EU/EEA
14 day return policy
If you are a consumer and your order is delivered within the EU/EEA, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, notify us in writing within 14 days, and return the goods within the following 14 days.
Return shipping costs are borne by the customer.
Refunds are processed within 14 days of receiving the returned goods (or proof that they have been sent), provided the goods are returned in their original condition.
A reduction in refund may apply if the goods show signs of handling beyond what is necessary to establish their nature, characteristics, and functioning.
The right of withdrawal does not apply to custom-made or clearly personalized items, business orders, or other exclusions defined by applicable consumer law.
International orders (Outside the EU/EEA)
We do not offer change-of-mind returns for orders delivered outside the EU/EEA, unless explicitly agreed in advance or required by applicable consumer law. If you are unsure about suitability, measurements, or condition details, please contact us before purchasing.
Failure to receive package
All of our packages are trackable, and we strongly advise buyers to monitor tracking updates regularly.
If a buyer is unavailable at the time of delivery, local carriers typically offer either a second delivery attempt or the option to collect the package from a nearby facility. Packages are usually held for 7 to 21 days, depending on the carrier’s terms. Failure to collect the parcel within this window, or refusal to pay import duties or taxes, may result in the package being returned to us.
In such cases, initial shipping costs as well as the return shipping costs are non-refundable. A refund for the item may be issued once the package is returned to us and inspected.
Wrong or incomplete address
Buyers are responsible for ensuring that the shipping address provided at checkout is correct. We cannot be held liable for delays or failed deliveries caused by incorrect or incomplete addresses.