Refund policy

Returns, Refunds and Complaints Policy

1. Seller Information

This policy applies to purchases made through www.pinelini.com, operated by:

K&K SALES Sp. z o.o.
ul. Szwoleżerów 68B/3
05-091 Ząbki, Poland
KRS: 0001227451
NIP: 1251805150
REGON: 544171418
Email: pinelini.office@gmail.com

2. Right of Withdrawal

A consumer who purchases a product online has the right to withdraw from the sales contract without providing a reason within 14 days of receiving the product.

If an order contains several products delivered separately, the 14-day period begins when the consumer receives the final product, batch or part of the order.

To exercise the right of withdrawal, the consumer must send an unequivocal statement before the 14-day period expires. The statement may be sent:

The consumer may use the model withdrawal form included at the end of this policy, but using the form is not mandatory.

References to a consumer in this policy also include an individual entrepreneur where mandatory Polish law grants that person consumer rights.

3. Returning a Product

The product must be sent back no later than 14 days after the consumer informs us of the withdrawal.

Returns should be sent to:

K&K SALES Sp. z o.o.
ul. Cybernetyki 19B, lok. 528
02-677 Warszawa
Poland

We recommend contacting us at pinelini.office@gmail.com before sending a return and including the order number so that we can provide the appropriate instructions. Prior authorization is not required to exercise the statutory right of withdrawal.

For a standard return, the consumer covers the direct cost of returning the product. We do not accept return parcels sent cash on delivery.

The product must be packaged securely to prevent damage during transportation. Original packaging is recommended but is not required to exercise the statutory right of withdrawal.

4. Condition of Returned Products

The consumer may inspect the product to the extent necessary to establish its nature, characteristics and functioning, as they would be able to do in a physical store.

The consumer may be responsible for any reduction in the product’s value resulting from handling or use beyond what is necessary for such inspection. Mounting, attaching or otherwise installing a wooden map may result in a reduction in value if it goes beyond what is necessary to inspect the product.

All parts and accessories supplied with the product should be returned whenever possible.

5. Refunds

We will refund all payments received from the consumer, including the cost of the least expensive standard delivery method offered for the original order.

If the consumer selected a more expensive delivery method, the additional cost is not refundable.

The refund will be processed without undue delay and no later than 14 days after we receive the withdrawal statement. We may withhold the refund until we receive the returned product or proof that it has been sent back, whichever occurs first.

The refund will be issued using the same payment method used for the original transaction unless the consumer expressly agrees to another method that does not involve additional costs.

6. Products Excluded From the Right of Withdrawal

The statutory right of withdrawal does not apply to products that are:

  • made according to the customer’s individual specifications;

  • clearly personalized for the customer; or

  • otherwise excluded from the right of withdrawal under applicable law.

Selecting a standard size, colour or product option offered in the store does not automatically make a product personalized.

The exclusions above do not limit the customer’s rights if a product is damaged, defective, incorrect or otherwise not in conformity with the contract.

7. Damaged or Incorrect Products

If an order arrives damaged or the customer receives an incorrect product, please contact us at pinelini.office@gmail.com.

Please include:

  • the order number;

  • a description of the issue;

  • clear photographs of the product and packaging, where possible.

Please contact us before sending the product back so that we can provide the appropriate return or replacement instructions.

When a product is damaged, incorrect or not in conformity with the contract, the Seller covers the necessary cost of returning it.

8. Complaints and Lack of Conformity

The Seller is responsible for delivering products that conform to the sales contract.

If a product does not conform to the contract, the consumer may exercise the remedies available under applicable consumer law, including repair or replacement and, where the legal conditions are met, a price reduction or withdrawal from the contract.

The Seller is liable for a lack of conformity that existed when the product was delivered and became apparent within two years of delivery, unless a longer period applies under mandatory law.

Complaints may be submitted by email to pinelini.office@gmail.com. We recommend including the order number, a description of the issue and photographs where possible. These details help us process the complaint but are not a condition for its validity.

We will respond to a consumer complaint without undue delay and no later than 14 days after receiving it.

9. Statutory Rights

Nothing in this policy limits or excludes any mandatory rights available to consumers under Polish or other applicable consumer protection law.

10. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract. You may also send any other unequivocal withdrawal statement.

To:

K&K SALES Sp. z o.o.
ul. Szwoleżerów 68B/3
05-091 Ząbki, Poland
Email: pinelini.office@gmail.com

I/We hereby give notice that I/We withdraw from the sales contract for the following product(s):

Product(s):
Order number:
Order date:
Date received:
Consumer’s name:
Consumer’s address:
Consumer’s signature, if submitted on paper:
Date: