Refund policy

Event Planning and full Decoration engagements are governed by the proposal and service agreement provided for that engagement. Their cancellation, rescheduling, payment, and refund terms are determined by the applicable agreement and law. The following Décor À La Carte rules do not replace those private agreements.

Décor À La Carte requests and confirmation

Submitting a request is free. It does not require payment, confirm an order, reserve availability, or establish a final price. A minimum lead time of 7 calendar days is required. An unpaid request has no purchase payment to refund. Pinopoles reviews the details and may contact you before agreeing on the final scope and price, providing the agreement, and sending a Shopify invoice. A signed agreement and full upfront payment confirm the order. The amount due consists of the agreed pre-tax décor/service subtotal, a separate refundable security deposit equal to 10% of that subtotal, and applicable Massachusetts sales tax shown separately. The security deposit is not part of the décor/service subtotal.

Cancellation after original payment and execution

You may cancel during one 3-business-day cancellation period at the beginning, following original payment and execution of the agreement. This period does not restart after a date change, order change, or add-on. After this period, the pre-tax décor/service subtotal is non-refundable. Send cancellation requests to events@pinopoles.com or through the website contact form. Include your order information when requesting cancellation and a refund of the original order payment.

This does not limit remedies required by law for defective, damaged, misdescribed, or otherwise nonconforming merchandise. Contact us promptly with the order details and a description of the concern so we can review an appropriate remedy. Any refund is returned through the applicable original payment method, subject to the payment provider's processing time.

Refundable security deposit

The separate refundable security deposit equals 10% of the agreed pre-tax décor/service subtotal and is returned within 14 days after event closure or cancellation, less documented authorized deductions.

Date changes and additional work

One no-fee date change is allowed, subject to availability and actual resulting costs.

Other qualifying post-confirmation changes are subject to feasibility and a $50 change fee plus approved resulting costs where applicable. Pinopoles will communicate the amount and obtain your approval and full payment before extra work begins or extra materials are ordered. Post-signature add-ons and change charges are non-refundable once committed or paid, except where law requires otherwise. No change fee applies merely for placing an order.

Pinopoles-owned or rented décor

Certain décor elements remain Pinopoles-owned or rented property and are not sold to you. Payment does not transfer ownership, and applicable items must be available for return or retrieval as agreed.

Third-party terms

Third-party terms remain governed by the third party.

Questions

Contact events@pinopoles.com or use the website contact form. Applicable legal rights remain in effect regardless of this policy.