Customisation Policy

Pistacho, Arquitectura e Interiores, Lda. VAT No.: 516 848 780 Registered office: Rua Vale de Sá, n.º 1, 3050-106 Santa Luzia, Mealhada Email: hello@pistachodecor.com

Last updated: 3 June 2026

1. Scope and definition

This policy governs the conditions applicable to customised products and services from Pistacho. For the purposes of these T&C, a product is considered customised if it is made to specifications provided by the Customer, outside the options available in the standard catalogue, or otherwise manifestly individualised.

1.1. What constitutes customisation (no right of withdrawal)

Materials, components or finishes not represented in Pistacho's standard selectors or suppliers (timbers, fabrics, hardware, glass, metal, coatings or any others), procured or produced specifically for the Customer's order;
Details, features or adaptations not provided for in the standard catalogue, carried out at the Customer's specific request;
Other interventions at the Customer's request that render the piece manifestly individualised and not easily transferable to another customer.

1.2. What does NOT constitute customisation (right of withdrawal retained)

Selection of any of the options available in the standard selectors of the catalogue (materials, finishes, colours, configurations), even if that combination is produced exclusively for the Customer;
The fact that a product is made to order (Pistacho holds no stock and produces after the sale) does not, in itself, constitute customisation — provided the Customer's choices remain within the standard options, the 14-day right of withdrawal remains applicable after delivery.

Pistacho does not carry out dimension customisations. Products always have the measurements stated in the catalogue.

2. Complementary services

Pistacho offers complementary services associated with purchased products, namely:

Treatments applied to the purchased product (stain protection, waterproofing, surface protection);
Assembly at the Customer's home;
Other services announced in due course.

3. Customised orders — particulars

Whenever the Customer opts for customisation under section 1.1, they must carefully confirm the requested specifications before finalising the order. After confirmation, and given that production/procurement is initiated to the Customer's specification, these orders are not subject to the 14-day right of withdrawal provided for in Decree-Law 24/2014, pursuant to the express exception in Article 17(1)(c) of that legislation.

The Customer is informed of this limitation during the purchase process and must accept it expressly, by ticking a specific checkbox, before completing the order.

4. Complementary services already performed

Where the Customer requests the immediate performance of a service (for example, the application of a stain-protection treatment to a sofa purchased) and this is fully performed within the 14-day period, the Customer loses the right of withdrawal in respect of that service, pursuant to Article 17(1)(a) of Decree-Law 24/2014. Pistacho will obtain the Customer's prior and express consent to commencement of performance and the acknowledgement of the loss of the right of withdrawal.

5. Statutory guarantee retained

The non-application of the right of withdrawal to customised products does not affect the 3-year statutory guarantee of conformity provided for in Decree-Law 84/2021, which remains fully applicable. Lack of conformity, manufacturing defects or non-conformity with the agreed specifications entitle the Customer to repair, replacement (where possible), price reduction or contract termination, in accordance with the law.

6. Production lead times

The production lead time for Pistacho products — customised or otherwise — may be up to 120 working days from confirmation and payment of the order, as indicated on each product page and in the Shipping Policy.

7. Cancellation at the Customer's request

Before production begins: the Customer may request cancellation of the customised order and be refunded the amount paid, less any costs already incurred in procuring non-resalable materials.
After production has begun: as the order is paid in full at the time of purchase, cancellation entitles the Customer to a refund of the amount paid less the costs already incurred in production and in procuring non-resalable materials, by way of compensation, communicated transparently to the Customer.