Pistacho, Arquitectura e Interiores, Lda.
NIF (Tax ID): 516 848 780
Registered office: Rua Vale de Sá, n.º 1, Santa Luzia, 3050-106 Mealhada
Email: help@pistachodecor.com
Telephone: +351 239 137 054 (general) · +351 239 230 010 (sales line) · +351 924 108 660 (WhatsApp)

Last updated: 29 September 2026

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1. Scope and definition

This policy governs the conditions applicable to Pistacho’s customised products and services. For the purposes of these T&C, a product is deemed customised where it is made in accordance with specifications provided by the Customer, outside the options available in the standard catalogue, or is otherwise clearly individualised.

1.1. What constitutes customisation (no right of withdrawal)

• Changes to the dimensions stated in the catalogue, for pieces that allow this (see point 1.3);
• Materials, components or finishes not represented in Pistacho’s standard selectors or suppliers (woods, fabrics, hardware, glass, metal, coverings or any others), purchased 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 work at the Customer’s request that makes the piece clearly individualised and difficult to allocate to another customer.

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

• Choosing any of the options available in the standard selectors on the website (materials, finishes, colours, configurations), even where that combination is produced exclusively for the Customer;
• The fact that the product is made to order (Pistacho holds no stock and produces after the sale) is not, in itself, customisation — provided the Customer’s choices remain within the standard options, the 14-day right of withdrawal continues to apply after delivery.

1.3. What can be customised on each piece

What can be customised depends on each piece. Some pieces cannot be customised; others can be customised only in part (for example, only in materials or finishes); others can be customised, including in their dimensions, subject to a quotation.

Any customisation is carried out only after a quotation approved in writing by the Customer, setting out the agreed specifications, the price and the estimated lead time.

2. Complementary services

Pistacho offers complementary services associated with the products purchased, namely:

• Treatments applied to the product purchased (stain-resistant, waterproofing, surface protection);
• Other services announced from time to time.

Furniture assembly is not a complementary service: it is included in the €39 delivery and assembly charge per piece and is carried out by Pistacho on the day of delivery (see Shipping Policy).

3. Orders with customisation — specific features

Whenever the Customer opts for customisation under section 1.1, they must carefully confirm the specifications requested before approving the quotation or completing the order. After confirmation, and since production/purchasing is started to the Customer’s requirements, these orders are not subject to the 14-day right of withdrawal once production has begun, provided for in DL 24/2014 (Decree-Law No. 24/2014), in accordance with the express exception in article 17(1)(c) of that statute.

The Customer is informed of this limitation before the order is confirmed and must accept it expressly: in the written approval of the quotation, or by ticking a specific box at checkout, where the order is placed on the Online Shop.

4. Complementary services already performed

Where the Customer requests immediate performance of a service (for example, application of a stain-resistant treatment to a purchased sofa) and it is fully performed within the 14-day period, the Customer loses the right of withdrawal in respect of that service, under article 17(1)(a) of DL 24/2014. Pistacho will obtain the Customer’s prior express consent to begin performance and their acknowledgement of the loss of the right of withdrawal.

5. Legal guarantee retained

The non-application of the right of withdrawal to customised products does not affect the 3-year guarantee (legal guarantee) of conformity provided for in DL 84/2021 (Decree-Law No. 84/2021), which remains fully applicable. Lack of conformity, manufacturing defects or non-conformity with the agreed specifications give rise to repair, replacement (where possible), price reduction or termination of the contract, in accordance with the law.

6. Production lead times

The delivery lead time for Pistacho products is the production lead time stated on each product page, plus one week for delivery and assembly, or, in the case of customised pieces, the lead time set out in the approved quotation. In the event of unforeseen circumstances, the maximum production and delivery period is 120 working days from confirmation and payment of the order, in accordance with the Shipping Policy.

7. Cancellation at the Customer’s initiative

• Before production begins: the Customer may request cancellation of the customised order and be refunded the amount paid, less any costs already incurred in purchasing non-resaleable materials.
• After production has begun: since the order is paid in full at the time of purchase, cancellation gives rise to a refund of the amount paid less the costs already incurred in production and in purchasing non-resaleable materials, by way of compensation, which are communicated transparently to the Customer.