Cancellation Policy

This Cancellation Policy explains how order cancellations are handled at Pino Viejo Rustic. This policy applies to all domestic US orders and cross-border orders shipped from the United States to Portugal, Germany, the Netherlands, and Austria.

1. Cancelling Before Shipment

You may request cancellation before your order has shipped by contacting us at info@pinoviejorustic.com. Please include your order number and clear cancellation request details.

We will make reasonable efforts to cancel the order if it has not yet entered fulfillment, packaging, freight booking, production, procurement, customization, or shipment processing for US domestic and EU destination orders (Portugal, Germany, the Netherlands, Austria).

2. Orders Already Processed or Shipped

Once an order has been processed, packed, handed to a carrier, assigned to freight shipment, or shipped, cancellation may no longer be possible.

If cancellation is not possible, you may request a return in accordance with our official Return and Refund Policy after delivery, applicable for all orders delivered to the United States, Portugal, Germany, the Netherlands, and Austria.

3. Custom or Made-to-Order Items

Custom, personalized, or made-to-order products may not be cancellable once production, procurement, customization, or special-order processing has started, for both domestic US and EU-bound orders.

If a custom or made-to-order product is eligible for cancellation, we will confirm the approval and relevant details to you via official email.

4. Delayed Orders

If we cannot ship your order within the estimated timeframe for US domestic delivery or cross-border delivery to Portugal, Germany, the Netherlands, and Austria, we may contact you with updated shipping and delivery information.

Where required by applicable US and EU consumer law, you may choose to accept the delivery delay or cancel the unshipped order for a full refund.

5. Fraud, Payment, Address, or Availability Issues

We may cancel an order unilaterally if payment cannot be verified, fraud risk is detected, the delivery address is incomplete or unsupported for US domestic or EU destinations (Portugal, Germany, the Netherlands, Austria), the product is unavailable, the order contains a pricing or listing error, the carrier cannot deliver to the specified address, or legal or regulatory restrictions prevent order fulfillment.

If we cancel an order under the above circumstances, we will issue a full refund for all amounts paid by the customer, unless otherwise permitted by applicable law.