Política de reembolso
This Return and Refund Policy explains when and how customers may return products purchased from Pino Viejo Rustic. This Policy applies to all orders shipped from the United States to Portugal, Germany, the Netherlands, and Austria placed through our official website.
1. Standard Return Window
Unless a different rule applies under mandatory consumer law for customers in Portugal, Germany, the Netherlands, and Austria, we accept eligible returns within 30 days after delivery.
To be eligible for a standard voluntary return, the item must be unused, unassembled, clean, in the same condition as received, returned with all original parts, accessories, manuals, hardware, and packaging, and accompanied by proof of purchase.
2. Returns for Buyer Remorse
We accept returns for eligible non-defective products within the standard return window when the customer changes their mind, subject to the conditions in this Policy, for orders delivered to Portugal, Germany, the Netherlands, and Austria.
For buyer-remorse returns, the customer is responsible for return shipping costs unless applicable EU consumer law requires otherwise.
3. How to Start a Return
To start a return for orders shipped to Portugal, Germany, the Netherlands, or Austria, contact us at info@pinoviejorustic.com.
Please include your order number, full name, European delivery address, item you wish to return, reason for return, and clear photos of the item and original packaging.
Do not send any product back without contacting us first. We will provide official return instructions and, where applicable, a return authorization number and designated return address.
Returns sent without prior authorization may be delayed, refused, or returned to the sender at the customer’s cost.
4. Return Shipping Costs
Unless the return is due to our error, a defective product, a damaged product, a wrong item, or another reason for which applicable law requires us to cover costs, the customer is responsible for all return shipping and freight costs for cross-border returns from Portugal, Germany, the Netherlands, and Austria back to our United States warehouse.
For large, heavy, or oversized furniture, return shipping requires international freight service, and costs may be significantly higher than standard parcel shipping.
If we provide a prepaid return label for a voluntary return, the cost of return shipping may be deducted from the refund where permitted by law.
Outbound shipping rates for US-to-EU deliveries are fixed subsidized delivery rates. Return shipping costs differ from outbound rates, especially for oversized furniture requiring specialized freight handling.
5. Restocking Fee
We do not charge a separate restocking fee for approved standard returns. However, lawful deductions may apply for return shipping fees, missing parts, incomplete packaging, product damage, or diminished value caused by excessive handling beyond basic product inspection.
6. Non-Returnable Items
The following items are not eligible for standard voluntary returns unless defective, damaged, incorrect, non-conforming, or returnable under mandatory EU consumer law:
Custom-made or personalized products, made-to-order furniture, final sale or clearance items marked non-returnable pre-purchase, fully assembled furniture, used furniture, items damaged by misuse, improper assembly, neglect, modification, improper care, pets, moisture, heat, or accidents, opened/used mattresses, pillows, bedding, and upholstered items with hygiene concerns that are not in resalable condition, and items missing original packaging, parts, accessories, hardware, or manuals.
Mandatory statutory consumer rights for customers in Portugal, Germany, the Netherlands, and Austria are not limited by this section.
7. Damaged, Defective, Non-Conforming, or Wrong Items
If you receive a damaged, defective, non-conforming, or incorrect item for your US-EU (Portugal, Germany, Netherlands, Austria) order, contact us promptly at info@pinoviejorustic.com.
Please provide your order number, detailed issue description, and clear photos of the outer packaging, inner packaging, damaged product, or missing parts.
Based on the issue and applicable EU and US commercial laws, we may offer replacement parts, full product replacement, repair support, full or partial refund, or other appropriate remedies.
Do not dispose of the product or original packaging until our support team completes review and provides formal instructions.
8. Refund Method and Timing
Approved refunds will be issued to the original payment method used for order checkout unless otherwise required by applicable law.
For standard voluntary returns, after we receive, inspect, and verify the returned item at our US warehouse, refunds are generally processed within 5-10 business days.
Banks, card issuers, and third-party payment providers may require additional processing time to post funds to your account, which is beyond our control.
Original outbound shipping charges are non-refundable for voluntary buyer-remorse returns, unless the return is caused by our error, defective goods, damaged goods, or incorrect item shipment, or otherwise required by applicable EU law.
9. Deductions From Refunds
Where permitted by applicable law, we may deduct valid costs from approved refunds, including fees for missing parts/accessories/packaging, post-delivery product damage, excessive product use beyond inspection purposes, international return shipping/freight fees, and carrier storage/return fees caused by failed or refused delivery in Portugal, Germany, the Netherlands, or Austria.
10. Exchanges
We do not offer direct product exchanges for international orders. If you require a different item, size, color, or model, please return the eligible original item per this policy and place a new order.
11. EU Consumer Right of Withdrawal
Consumers residing in Portugal, Germany, the Netherlands, and Austria hold the statutory right of withdrawal under EU consumer protection laws. You may cancel your online purchase within 14 calendar days after receiving the goods without providing any reason. Full details are specified in our official EU Right of Withdrawal Policy.
12. Contact Us
For all return, refund, and withdrawal policy inquiries for US shipments to Portugal, Germany, the Netherlands, and Austria, please contact us via the below official information:
Store Name: Pino Viejo Rustic
Phone: +1 773 470 5940
E-mail: info@pinoviejorustic.com
Address: 3383 N Milwaukee Ave, Chicago, IL 60641, United States
Service Hours: Monday - Friday, 9:00 AM - 5:00 PM (CST)