Política de reembolso

All items are shipped fully insured, so the Customer (buyer) must notify us as soon as possible about the damage so we can file the insurance claim. Failure to do so will result in the item(s) becoming ineligible for a refund or replacement.

RESTOCKING FEES WILL APPLY AS FOLLOWS:

  1. If you place the order and we have prepared the order for shipping (meaning we have generated a shipping label and packing slip and boxed the order), 10% of the final value of the order that is based on the cost of the item, shipping, and any other charges paid will be deducted before issuing a refund - EVEN IF THE ITEM HAS NOT SHIPPED OUT. Why? Because we have spent the time packaging your order, generating a packing slip, weighing the package, and paying for the shipping label. We must unpack your package - we can't send it to someone else with your packing slip, right? Then, we must file for a refund for the shipping label, which takes 30 days to receive. All of this takes time and effort. Add to that the opportunity of lost sales because the item was no longer available for sale between the time you ordered it and the time you changed your mind.

  2. Once an item is shipped to you, a 20% restocking fee will be charged. If you change your mind upon receiving the item and decide to send it back to us, if it is in the same condition as it was when sent to you and includes all the original packaging and documentation included, a 20% restocking fee based on the final amount of your purchase and shipping charges, etc., will be charged and deducted from the balance owed to you.  The shipping and insurance costs to ship the item(s) back to us will also be deducted from any amount owed back to you. If the item is damaged when we receive it back, the cost to repair or replace it, up to the full value of the purchase, will be owed to us. It is important to package the item carefully, take pictures before sealing the box(es) and take pictures of the exterior. This is important if we file an insurance claim should the package be damaged in the shipment back to us.

  3. If we shipped the wrong item or the item fails to operate as designed or is damaged during shipment to you - verified mutually through a video call, we will send you a pre-paid shipping label to ship the item back to us. Please note that if you receive the item damaged during shipping, we will need you to preserve the box it arrived in, including the packaging materials. Send us pictures of the exterior of the box, the interior, and the damage caused to the item. Our insurance company requires this information and will not process a claim without this information. Failure to provide this information will make your purchase ineligible for a refund. Once we receive the item, we will assess it and determine the amount owed to you. Therefore, it is important to package the item carefully, take pictures before sealing the box(es) and take pictures of the exterior.

To start a return, you can contact us at pino@artbypino.com (956) 492-7140 via text. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. They will not be eligible for a refund or replacement.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards. No returns on used or damaged items if you did not notify us that the shipment arrived damaged.

Refunds

We will initiate a refund through the same payment form used by you to pay for the order. If you place an order on Etsy or eBay, or another platform, we will use that platform to issue a refund for the balance owed to you after the restocking fee is deducted. At that point, please follow up with the platform you placed the order on followed by the credit card company or bank that you used as a payment method.