Warranty and Product Issues Policy

This Warranty and Product Issues Policy explains how Pino Viejo Rustic handles defective products, missing parts, product issues, and warranty-related requests for orders shipped from the United States to the United States, Portugal, Germany, the Netherlands, and Austria. This Policy does not limit any mandatory legal rights that apply to consumers in their country of residence.

1. Product Condition

We aim to provide products that match their product descriptions, images, specifications, and applicable quality standards.

Furniture may have natural variations in color, texture, grain, finish, or material, especially for wood, fabric, leather, or handmade components. Such natural variations are not defects unless the product page states otherwise.

2. Reporting Product Issues

If you believe your product is defective, damaged, incomplete, or not as described, contact us at info@pinoviejorustic.com.

Please include your order number, product name, description of the issue, photos or videos showing the issue, photos of packaging if shipping damage is involved, and photos of labels, batch numbers, or product tags if available.

3. Missing Parts or Hardware

If your order is missing parts, hardware, tools, or instructions, contact us. Depending on the situation, we may provide replacement parts, missing hardware, assembly instructions, repair guidance, or other appropriate support for orders delivered to the United States, Portugal, Germany, the Netherlands, and Austria.

4. Manufacturing Defects

A manufacturing defect may include a structural or functional problem caused by production or materials.

A manufacturing defect does not include normal wear and tear, damage caused by misuse, improper assembly, improper installation, failure to follow care instructions, modification or repair by the customer or third party, damage caused by moisture, heat, sunlight, pets, children, accidents, or commercial use unless the product is expressly sold for commercial use.

5. Available Remedies

Depending on the issue and applicable US and EU consumer law (for customers in Portugal, Germany, the Netherlands, and Austria), remedies may include replacement part, repair support, replacement product, partial refund, return for refund, or another remedy required by applicable law.

We may request photos, videos, inspection, or return of the product before approving a remedy.

6. EU Legal Guarantee

For consumers located in Portugal, Germany, the Netherlands, and Austria, this Policy does not limit your mandatory legal guarantee rights for goods that are defective, non-conforming, or not as advertised under applicable European Union consumer protection laws.

7. Manufacturer Warranties

Some products may include a manufacturer warranty. If a manufacturer warranty applies, details may be included on the product page, product packaging, instruction manual, or warranty documentation.

Manufacturer warranties are in addition to, and do not replace, mandatory consumer rights where applicable for both US and EU customers.