Refund & Return Policy

Refund & Return Policy — Pintado & Lacado

Last updated: May 2026

At Pintado & Lacado, we want you to be completely happy with your purchase. If for any reason you are not satisfied, we offer returns and refunds in full accordance with EU Consumer Rights Directive 2011/83/EU and EU Directive 2019/771 on the sale of goods.

1. Your Right of Withdrawal You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, you must notify us in writing within those 14 days by one of the following methods:

By post: Kim.Love s.r.o. Švýcarská 2436, Kročehlavy 272 01 Kladno Czech Republic VAT: CZ08751404

Once we have received your return request, we will send you instructions for returning the goods. You must return the items within 14 days of notifying us of your intention to return, in their original condition and, where possible, in the original packaging.

2. Return Costs

  • If the item is defective, damaged or we have made an error with your order — we cover all return costs and will either replace the item or issue a full refund including original shipping costs
  • If you are returning an item for any other reason (change of mind, incorrect order, does not match expectations) — you are responsible for the direct return shipping costs. A handling fee of €10 will be deducted from your refund to cover processing. You will be informed of this clearly before completing your purchase

3. Refunds Once we have received the returned goods and confirmed their condition, we will process your refund within 14 days. Refunds are issued using the same payment method used for the original transaction, unless expressly agreed otherwise. We will not charge any fees for processing the refund itself.

We reserve the right to withhold the refund until we have received the goods back or until you provide proof of return, whichever is earlier.

4. Your 2-Year Legal Guarantee In addition to your right of withdrawal, all products are covered by a 2-year legal guarantee under EU Directive 2019/771. If a product is defective or does not conform to the contract at the time of delivery, you are entitled to:

  • Repair or replacement free of charge, or
  • A price reduction or full refund if repair or replacement is not possible or not carried out within a reasonable time

Claims under the legal guarantee must be submitted within two years of receiving the goods.

5. Exceptions to the Right of Return The right of withdrawal does not apply to:

  • Custom-made or personalised crochet toys made specifically to your specifications
  • Goods which have been unsealed after delivery and cannot be returned for hygiene or health protection reasons
  • Perishable goods
  • Digital products such as e-books or software, unless defective

6. How to Initiate a Return Contact us at info@pintado-lacado.com and we will guide you through the process. Our return address is:

Kim.Love s.r.o.
Zeleznicaru 1090
Kladno 272 01
Czech Republic

We aim to respond to all return requests within 24 hours, Monday to Friday.