Terms and conditions of purchase

The products on panoyjacaranda.com are sold by Pino & Jacaranda S.L., tax ID B-88556808, registered office at Calle Padilla 88, 3º-3-3, 28006 Madrid (Spain), entered in the Madrid Commercial Registry, Volume 40102, Folio 14, Entry 1, Sheet M-712464.

These terms govern distance selling through our online store and are governed by the Spanish Consumer Protection Act (Royal Legislative Decree 1/2007) and Act 34/2002 on Information Society Services.

A consumer is a natural person who buys for purposes outside their trade, business or profession. The specific terms in section 07 apply only to those buying in the course of a professional activity and who therefore do not qualify as consumers.

You must be over 18 to buy. The contract is formalised in Spanish. The contract document is filed electronically and you can ask us for a copy at any time.

Before confirming payment you'll see a summary of your order with the items, the total price including tax and the shipping costs. By pressing the payment button you accept these terms and place a firm order.

You'll receive a confirmation email with your order number. That email confirms we've received the order; the contract is completed when we confirm availability and acceptance.

If you spot a mistake while entering your details, you can correct it before paying or write to us straight away at info@pinoyjacaranda.com quoting your order number.

All prices are shown with VAT included, in accordance with current Spanish and European law. Shipping costs are calculated and shown separately in the basket before you pay.

The price that applies is the one in force when the order is confirmed. Published prices may change because of campaigns, sales, manufacturers' price changes or seasonal adjustments, but those changes don't affect orders already confirmed.

On shipments outside the European Union, such as the United Kingdom, customs duties, import taxes and local charges may apply. These are payable by the customer and are not included in the price. You'll find the details in Shipping and delivery.

If you need an invoice, write to us at info@pinoyjacaranda.com with your tax details and order number. We'll send it to you digitally.

We accept Visa, Visa Electron, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Bizum and bank transfer.

Data is transmitted encrypted through platforms such as Shopify Payments or PayPal. Pino & Jacaranda never stores your full card details. The charge is made once your bank authorises the transaction.

Made-to-order items or long lead times

On items with long manufacturing or delivery times, some payment providers —PayPal among them— apply time limits for processing refunds that can run out before delivery.

That's why we recommend paying by card or bank transfer on this kind of order: they allow far more flexibility if there's a cancellation or a problem outside those windows.

If you still choose PayPal and, when the time comes, that platform doesn't technically allow the refund, we'll make the refund by bank transfer, telling you beforehand. Only non-recoverable fees actually incurred and not returned to Pino & Jacaranda may be deducted, along with any extra costs of international transfers or transfers in a currency other than the euro.

Coupons issued by Pino & Jacaranda are subject to the terms of each promotion and are for personal, non-transferable use. Unless stated otherwise, each code can be used once per customer.

Repeated use of the same code, applying it multiple times from one profile, the use of automated systems or creating several accounts to get around these limits all count as fraudulent use. In those cases we may cancel the order, withdraw the promotional benefits and block the accounts involved.

If an obvious error in the value of a discount is detected, whether technical, human or a configuration mistake, we may cancel or adjust the coupon even if it has already been applied.

Whenever we cancel an order for these reasons, we'll tell you and explain the error, and we'll refund you the full amount paid using the same payment method.

If you've made a mistake, call or write to us as soon as you can. If the order hasn't left yet and cancellation is possible, we'll refund you in full.

On our side, we may cancel an order when:

• There has been a display, numerical or calculation error on the website, including during maintenance work.
• The goods are found to be in poor condition in our warehouse.
• The supplier confirms it can't supply them.
• It's a made-to-measure item that ultimately can't be manufactured.

In all these cases we'll let you know and refund everything you've paid. We'll never keep money that isn't ours.

This section applies only to customers buying in the course of a business or profession —interior design studios, companies, retailers, hotels, restaurants or professional projects— and who therefore do not qualify as consumers.

On these orders we may apply negotiated rates, trade discounts or specific agreements. In return, we often have to reserve, order or specifically buy the goods from the manufacturer to fulfil that particular order, even if the item is listed on the website.

For that reason, and unless expressly agreed in writing by Pino & Jacaranda, orders placed under trade terms are treated as a firm sale, neither cancellable nor returnable, except in cases of manufacturing defect, damage in transit or a mistake attributable to the company.

If you choose to collect in store, we'll let you know as soon as your order is ready in Sancti-Petri (Cádiz) or Marbella (Málaga).

We ask you to collect it within 30 days of that notice. If you need longer, tell us before it runs out and we'll extend it, no problem.

If the deadline passes with no collection and no reply to our messages, we'll get in touch with you again before taking any decision. From that point we may pass on the actual storage costs incurred.

In any case you'll be able to choose between a credit note for the amount paid, valid for 12 months, or a refund of the amount, less any storage costs actually incurred. You will never lose the money you paid.

Delivery times, shipping areas, weight-based rates and delivery terms are set out on a page of their own, so you'll always find the up-to-date information in one place.

As a guide: small items are delivered in 2 to 7 working days and large furniture in 7 to 21 working days. Furniture is delivered to street level unless the product page expressly states that carrying upstairs or assembly is included.

See delivery times, areas and shipping rates

As a consumer you have 14 calendar days from receiving your order to withdraw from the purchase without having to give a reason, provided the item is unused, in perfect condition and in its original packaging.

On voluntary returns the cost of the return is yours, except in campaigns where we expressly state otherwise. We'll tell you the exact amount before arranging the collection. If the item arrives damaged, faulty or different from what was ordered, we cover every cost.

Items with no right of withdrawal

Under article 103 of the Spanish Consumer Protection Act, goods made to your specifications or clearly personalised are excluded. In our catalogue this affects, among others:

• Rols Carpet rugs, cut and edged to measure after purchase.
• Coated tablecloths, cut to measure from the roll.
• Any other item made to order or with special finishes, marked as such on its product page.

The fact that standard sizes appear on the website doesn't mean there is ready-made stock: they are manufacturing options, and each piece is prepared once the purchase is confirmed. The exclusion applies from the moment cutting or making up begins, and never applies if the item arrives faulty, damaged or different from what was ordered.

“Made to order” is not the same as “made to measure”

An item made to order is a catalogue product we don't keep in stock and that we order from the factory once your purchase is confirmed. It takes longer to arrive, but your 14 days of withdrawal remain intact. That is the case, for example, with La Cartuja de Sevilla tableware and with mattresses.

An item made to measure is made up to the dimensions or the specifications you choose, and that is why it falls outside the right of withdrawal under article 103 of the Spanish Consumer Protection Act.

Every product page says which of the two it is before you buy, in a box on the page itself. If there is no such box, the item is a stock item and can be returned as normal.

See the full returns process

Check your order as soon as it arrives and tell us within the first 24 hours if anything has arrived damaged, by writing to info@pinoyjacaranda.com

We ask for such a tight window for a specific reason: 24 hours is the time the carriers and our suppliers give us to open a damage claim. If you tell us within that window, we can activate the insurance and sort it out straight away at no cost to you.

If the packaging arrives visibly damaged, note it on the carrier's delivery docket before you sign and take photos of the parcel and the item. That's the evidence the carriers ask us for and, without it, the insurance claim usually fails.

Cover for damage in transit may be affected if you change the address, the date or the delivery point directly with the carrier once the order has been dispatched, where this prevents the condition of the goods being established or the claim being handled properly.

All our products carry the 3-year legal guarantee from delivery, under article 120 of the Spanish Consumer Protection Act as currently worded. We are liable for any lack of conformity that appears in that period.

During the first two years the fault is presumed to have existed at delivery, so you don't have to prove it. After that, the burden of proof falls on the consumer.

What it covers exactly

The guarantee covers lack of conformity: that is, faults that already existed at the time of delivery, even if they appear later. A manufacturing fault, a defective material or a product that doesn't match its description.

It is not a promise that the product will last three years. Conformity is judged by what it is reasonable to expect of that kind of item, taking into account its nature, its price and its intended use. Accordingly, the following are not covered:

• Normal wear and tear through use, including textiles, upholstery, finishes and moving parts.
• Consumable products by their nature, such as candles, reed diffusers, incense or fragrance refills.
• Damage from improper use, knocks, accidents or incorrect installation.
• Lack of maintenance or failure to follow the manufacturer's care instructions.
• Exposure to conditions the product isn't intended for, such as weather, damp or direct sunlight on indoor items.
• The natural variation inherent in materials such as solid wood, handmade ceramics, marble, plant fibres or leather.
• Professional or heavy use of items intended solely for domestic use.

How it's resolved

You can choose between repair or replacement of the product, unless one of the two is impossible or disproportionate. If neither is viable or neither solves the problem, you can ask for a price reduction or to cancel the contract.

To process it we need proof of purchase and, depending on the case, photos or videos that let us assess the problem.

On second-hand products, the guarantee period may be reduced by express written agreement, but never to less than one year.

Some manufacturers also offer their own commercial warranty, with different periods or cover. That warranty is additional and in no case replaces or limits the legal guarantee described here.

Delicate items

On especially fragile pieces such as mirrors or glassware, we'll ask you to film a video as you unpack. It helps us document the condition on arrival and speeds up any claim on the transport insurance considerably.

Every item includes a description, dimensions and photos supplied by the brand or by our team. Images are indicative: tone, texture or finish may vary slightly depending on the lighting or how each screen is calibrated.

On handmade pieces or those made of natural materials, small differences between units are part of their character and are not considered faults.

We recommend checking the dimensions, the access and the space available before buying large furniture, since returning it involves more complex logistics.

Use of the website is governed by current law and by the principles of good faith. You undertake to use it diligently, without harming third parties or carrying out unlawful activities or activities that infringe the rights of others.

Reproducing, distributing or modifying the content of the website without express written authorisation from Pino & Jacaranda or from the relevant rights holders is prohibited.

If you create an account, you undertake to keep your credentials safe and not to share them. Pino & Jacaranda will not be liable for misuse of passwords resulting from their loss, theft or disclosure to third parties. How we handle your data is explained in our Privacy Policy.

If something hasn't gone the way you expected, write to us first at info@pinoyjacaranda.com or call us on +34 610 106 298. We resolve the vast majority of issues within hours.

We have official complaint forms available to consumers in our shops in Sancti-Petri and Marbella.

As a consumer you can turn to the consumer arbitration bodies and the competent alternative dispute resolution entities, as well as to municipal consumer information offices and the consumer services of your region. If your purchase is cross-border within the EU, you can contact the European Consumer Centre in Spain.

The relationship is governed by Spanish law. For consumers, the competent court will be the one the law grants them, usually that of their place of residence. For relationships that do not qualify as consumer sales, the parties submit to the courts of the city of Madrid.

These terms are complemented by our Legal Notice, our Privacy Policy and our Cookie Policy.