Refund policy

Exchanges and Returns Policy

Pistacho, Arquitectura e Interiores, Lda.
Tax ID: 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. Right of withdrawal, 14 days

The Customer, as a consumer, has the right to freely withdraw from the contract, without giving any reason, within 14 consecutive days from the date on which they acquire physical possession of the good, or, in the case of multiple goods, of the last good; in the case of services, from the conclusion of the contract, under article 10 of Decree-Law no. 24/2014 of 14 February.

This right applies:

To products from partner brands shipped directly by the supplier;

To standard catalogue Pistacho products, even when made to order, provided that the Customer has chosen only options available in the standard selectors, see the Customisation Policy for the exact delimitation.

2. How to exercise the right

To exercise the right of withdrawal, the Customer must communicate their decision to Pistacho by means of an unequivocal statement, through any means with proof of sending, namely:

By email to hello@pistachodecor.com;

By letter to Pistacho, Arquitectura e Interiores, Lda., Rua Vale de Sá, n.º 1, 3050-106 Santa Luzia.

The model withdrawal form set out in Annex A to DL 24/2014 may be used, made available by Pistacho upon request. The deadline is considered met if the communication is sent before the end of the 14-day period.

3. Return of the good

The Customer must return the good within a maximum period of 14 days from the communication of withdrawal. The return address is:

Pistacho products: Pistacho, Arquitectura e Interiores, Lda., Rua Vale de Sá, n.º 1, 3050-106 Santa Luzia.

Products from partner brands, direct shipping by the supplier: Pistacho will indicate, in response to the withdrawal communication, the supplier’s address for return. The right is, in any case, exercised before Pistacho.

The direct costs of returning the good are borne by the Customer. If, due to its nature or size, the good cannot be returned by normal post, for example, large furniture, the Customer is responsible for the costs of the specialised carrier. Pistacho may, upon request, indicate partner carriers with a special rate.

The good must be returned in suitable conditions of use, in the original packaging whenever possible, with all accessories and documents. The Customer is responsible for any depreciation resulting from handling that exceeds what is necessary to verify the nature, characteristics and functioning of the good.

4. Refund

Pistacho will refund the Customer all payments received, including standard delivery costs, within a maximum period of 14 days from the date on which it is informed of the withdrawal decision. Pistacho may withhold the refund until it has received the returned good or until proof of its shipment is provided, whichever occurs first. The refund is made using the same means of payment used by the Customer, unless expressly agreed otherwise, without additional charges.

If the Customer has chosen a delivery method other than the standard method, Pistacho is not required 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 according to the Customer’s specifications outside the standard catalogue or manifestly customised, see the Customisation Policy for the exact delimitation of what constitutes customisation;

Goods which, by their nature, cannot be returned or may deteriorate rapidly;

Sealed goods not suitable for return for health protection or hygiene reasons, once opened;

Services already fully performed, where performance has begun with the Customer’s prior and express consent and with the acknowledgement that they will lose the right of withdrawal after full performance, for example, treatments applied to the product.

The fact that a Pistacho product is made to order, Pistacho does not have stock, does not in itself constitute an exception to the right of withdrawal: the exception requires Customer specifications outside the standard catalogue.

6. Defective or non-conforming products — legal guarantee

Regardless of the right of withdrawal, in the event of a lack of conformity of the good, the Customer benefits from the 3-year legal guarantee provided for in Decree-Law no. 84/2021. The Customer must communicate the lack of conformity to Pistacho at hello@pistachodecor.com, describing the problem and attaching photographs. The guarantee covers both Pistacho products and products from partner brands sold in the Online Store, with Pistacho being the Customer’s counterparty.

Pistacho will ensure, at no cost to the Customer, the repair or replacement of the good, or, where applicable, a price reduction or termination of the contract, under the legal terms.

7. Commercial exchanges, courtesy

Outside the scope of the legal right of withdrawal, Pistacho may accept, on a commercial basis and at its sole discretion, requests to exchange for another product. This commercial policy is optional, does not replace the Consumer’s legal rights and is subject to the conditions published at any given time in the Online Store.