Refund policy
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
1. Right of withdrawal (14 days)
The Customer, as a consumer, has the right to withdraw from the contract, without giving any reason, within 14 calendar days from the date on which they acquire physical possession of the goods (or, in the case of multiple goods, of the last item; in the case of services, from the conclusion of the contract), under article 10 of Decreto-Lei n.º 24/2014, de 14 de fevereiro (Decree-Law No. 24/2014 of 14 February).
This right applies:
- To partner-brand products (namely lamps) shipped directly by the supplier;
- To standard catalogue Pistacho products, even when made to order, provided the Customer has chosen only options available in the standard selectors on the website (see the Customisation Policy for the exact scope).
2. How to exercise the right
To exercise the right of withdrawal, the Customer must inform Pistacho of their decision by means of an unequivocal statement, by any means providing proof of sending, namely:
- By email to help@pistachodecor.com;
- By letter to Pistacho, Arquitectura e Interiores, Lda., Rua Vale de Sá, n.º 1, Santa Luzia, 3050-106 Mealhada.
The Customer may also contact Pistacho by telephone on +351 239 137 054 or by WhatsApp on +351 924 108 660 for clarification, provided that the notice of withdrawal is given by a means providing proof of sending.
The model withdrawal form set out in Annex A to DL 24/2014 may be used (provided by Pistacho on request). The deadline is met if the notice is sent before the 14-day period expires.
3. Return of the goods
The Customer must return the goods within a maximum of 14 days from notice of withdrawal.
Standard catalogue Pistacho furniture: the return transport of the goods is arranged and paid for by Pistacho, at no cost to the Customer. Pistacho will contact the Customer, after notice of withdrawal, to arrange collection.
Partner-brand products (shipped directly by the supplier): Pistacho will indicate, in reply to the notice of withdrawal, the return method and the supplier’s address. The right is in any event exercised against Pistacho.
The goods must be returned in a suitable condition for use, in the original packaging wherever possible, with all accessories and documents. The Customer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
4. Refund
Pistacho will refund the Customer all payments received, including standard delivery costs, within a maximum of 14 days from the date on which it is informed of the decision to withdraw. Pistacho may withhold the refund until it has received the returned goods or until proof of their dispatch, whichever occurs first. The refund is made using the same means of payment used by the Customer, unless expressly agreed otherwise, at no additional cost.
If the Customer opted for a delivery method other than standard, Pistacho is not obliged to refund the additional cost.
5. Exceptions to the right of withdrawal
Under article 17 of DL 24/2014, the right of withdrawal does not apply, namely, to:
- Goods made to the Customer’s specifications outside the standard catalogue or clearly personalised (see the Customisation Policy for the exact scope of what constitutes personalisation);
- Goods which, by their nature, cannot be returned or which deteriorate rapidly;
- Sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed;
- Services already fully performed, where performance was begun with the Customer’s prior express consent and acknowledgement that they would lose the right of withdrawal upon full performance (for example, treatments applied to the product).
The fact that a Pistacho product is made to order (Pistacho holds no stock) does not, in itself, constitute an exception to the right of withdrawal: the exception requires Customer specifications outside the standard catalogue.
6. Damaged, defective or non-conforming products — legal guarantee
If the goods arrive damaged, Pistacho will deal with the matter at no cost to the Customer, repairing or replacing the piece, including the related transport (see also the Shipping Policy, point 6).
Irrespective of the right of withdrawal, in the event of a lack of conformity of the goods, the Customer benefits from a 3-year guarantee (legal guarantee), under Decreto-Lei n.º 84/2021 (Decree-Law No. 84/2021). The Customer should notify Pistacho of the lack of conformity at help@pistachodecor.com describing the problem and attaching photographs. The guarantee covers both Pistacho products and partner-brand products sold on the Online Shop, with Pistacho being the Customer’s counterparty.
Pistacho will ensure, at no cost to the Customer, the repair or replacement of the goods or, where applicable, a price reduction or termination of the contract, in accordance with the law.
7. Commercial exchanges (courtesy)
Outside the scope of the legal right of withdrawal, Pistacho may accept, on a commercial basis and purely as a goodwill gesture, requests to exchange for another product. This commercial policy is optional, does not replace the Consumer’s statutory rights and is subject to the conditions published at the relevant time on the Online Shop.
