{"id":6255,"date":"2026-06-23T13:04:08","date_gmt":"2026-06-23T11:04:08","guid":{"rendered":"https:\/\/paulownia.pro\/?page_id=6255"},"modified":"2026-06-23T15:06:20","modified_gmt":"2026-06-23T13:06:20","slug":"returns-and-refunds-policy","status":"publish","type":"page","link":"https:\/\/paulownia.pro\/en\/returns-and-refunds-policy\/","title":{"rendered":"RETURNS AND REFUNDS POLICY"},"content":{"rendered":"<p><\/p>\n<ol>\n<li><strong> Purpose<\/strong><\/li>\n<\/ol>\n<p>This Returns and Refunds Policy governs the conditions applicable to claims, incidents, returns, replacements and refunds relating to products marketed by PAULOWNIA PROFESSIONAL S.L.<\/p>\n<p>Due to the biological and perishable nature of many products commercialized by the company, the conditions set out in this policy differ from those applicable to conventional consumer products.<\/p>\n<ol start=\"2\">\n<li><strong> Products Covered<\/strong><\/li>\n<\/ol>\n<p>This policy applies, among others, to the following products:<\/p>\n<ul>\n<li>Potted plants.<\/li>\n<li>Potted stumps.<\/li>\n<li>Bare-root stumps.<\/li>\n<li>Bare-root trees.<\/li>\n<li>Semi-finished wood products.<\/li>\n<li>Timber products.<\/li>\n<li>Other products marketed by PAULOWNIA PROFESSIONAL S.L.<\/li>\n<\/ul>\n<p>Specific conditions may vary depending on the nature of the supplied product.<\/p>\n<ol start=\"3\">\n<li><strong> Mandatory Inspection of Goods<\/strong><\/li>\n<\/ol>\n<p>The customer must inspect the goods immediately upon receipt.<\/p>\n<p>The inspection shall include, at a minimum:<\/p>\n<ul>\n<li>General condition of the packaging.<\/li>\n<li>Condition of boxes, pallets or transport elements.<\/li>\n<li>Number of packages received.<\/li>\n<li>Apparent condition of the goods.<\/li>\n<li>Consistency between the goods received and the delivery documentation.<\/li>\n<\/ul>\n<p>Acceptance of the shipment implies the obligation to verify its condition within a reasonable period after delivery.<\/p>\n<ol start=\"4\">\n<li><strong> Visible Transport Damage<\/strong><\/li>\n<\/ol>\n<p>If the goods show visible damage, damaged packaging, opened boxes, damaged pallets or any other noticeable issue at the time of delivery, the customer must:<\/p>\n<ul>\n<li>Record the incident on the carrier&#8217;s delivery note or transport document.<\/li>\n<li>Take photographs before handling the goods.<\/li>\n<li>Keep the original packaging.<\/li>\n<li>Notify PAULOWNIA PROFESSIONAL S.L. within the established time limit.<\/li>\n<\/ul>\n<p>Failure to record reservations on the transport documentation may limit or prevent the processing of certain claims against the carrier.<\/p>\n<ol start=\"5\">\n<li><strong> Claims for Damage, Breakage or Missing Goods<\/strong><\/li>\n<\/ol>\n<p>To process any claim relating to transport damage, breakage, missing items or similar incidents, the customer must provide sufficient evidence to verify the claim.<\/p>\n<p>The claim shall include, where applicable:<\/p>\n<ul>\n<li>Photographs of the external packaging.<\/li>\n<li>Photographs of boxes or pallets.<\/li>\n<li>Photographs of shipping labels.<\/li>\n<li>Photographs of the affected goods.<\/li>\n<li>Detailed photographs of the observed damage.<\/li>\n<li>Information regarding the affected units.<\/li>\n<\/ul>\n<p>PAULOWNIA PROFESSIONAL S.L. may request additional information when necessary to assess the incident.<\/p>\n<p>Failure to provide sufficient documentation may result in rejection of the claim.<\/p>\n<ol start=\"6\">\n<li><strong> Claim Deadlines<\/strong><\/li>\n<\/ol>\n<p>The maximum deadlines for reporting incidents are:<\/p>\n<ul>\n<li>Visible transport damage: 48 hours from delivery.<\/li>\n<li>Missing goods: 48 hours from delivery.<\/li>\n<li>Supply errors: 7 calendar days from delivery.<\/li>\n<\/ul>\n<p>After these deadlines, the delivery may be deemed accepted by the customer.<\/p>\n<ol start=\"7\">\n<li><strong> Living Plant Material<\/strong><\/li>\n<\/ol>\n<p>Plants, trees, stumps and other plant materials are living organisms whose development depends on numerous factors beyond the control of PAULOWNIA PROFESSIONAL S.L.<\/p>\n<p>These include, among others:<\/p>\n<ul>\n<li>Climatic conditions.<\/li>\n<li>Extreme temperatures.<\/li>\n<li>Frost.<\/li>\n<li>Drought.<\/li>\n<li>Excess moisture.<\/li>\n<li>Soil quality.<\/li>\n<li>Fertilization.<\/li>\n<li>Irrigation.<\/li>\n<li>Handling after delivery.<\/li>\n<li>Pest attacks or diseases.<\/li>\n<li>Agronomic or environmental factors.<\/li>\n<\/ul>\n<p>For this reason, PAULOWNIA PROFESSIONAL S.L. cannot guarantee the growth, adaptation, development, survival, productivity or future performance of supplied plant materials.<\/p>\n<ol start=\"8\">\n<li><strong> Exclusions<\/strong><\/li>\n<\/ol>\n<p>Claims will not be accepted for:<\/p>\n<ul>\n<li>Insufficient or excessive irrigation.<\/li>\n<li>Frost damage.<\/li>\n<li>High temperatures.<\/li>\n<li>Wind damage.<\/li>\n<li>Hail damage.<\/li>\n<li>Flooding.<\/li>\n<li>Drought.<\/li>\n<li>Pests.<\/li>\n<li>Diseases occurring after delivery.<\/li>\n<li>Improper handling.<\/li>\n<li>Incorrect planting.<\/li>\n<li>Inadequate storage or conservation of the material.<\/li>\n<li>Delays attributable to the purchaser.<\/li>\n<li>Failure to receive the shipment for reasons attributable to the recipient.<\/li>\n<\/ul>\n<ol start=\"9\">\n<li><strong> Customs, Inspections and Official Controls<\/strong><\/li>\n<\/ol>\n<p>PAULOWNIA PROFESSIONAL S.L. undertakes the necessary procedures and preparations to ensure that all required documentation for national and international shipments is properly completed.<\/p>\n<p>However, the company has no control over:<\/p>\n<ul>\n<li>Customs authorities.<\/li>\n<li>Border Control Posts (BCP).<\/li>\n<li>Phytosanitary authorities.<\/li>\n<li>Inspection services.<\/li>\n<li>Regulatory agencies.<\/li>\n<li>Administrative holds.<\/li>\n<li>Delays arising from official procedures.<\/li>\n<\/ul>\n<p>Delays caused by such entities are beyond the control of PAULOWNIA PROFESSIONAL S.L. and shall not give rise to any right to return, compensation, indemnification or refund.<\/p>\n<p>The purchaser assumes the risks inherent in import, export and official inspection procedures.<\/p>\n<ol start=\"10\">\n<li><strong> Returns<\/strong><\/li>\n<\/ol>\n<p>Due to the perishable nature of plant material and the logistical characteristics of national and international transportation, returns may only be made with the prior written authorization of PAULOWNIA PROFESSIONAL S.L.<\/p>\n<p>Unauthorized returns will not be accepted.<\/p>\n<p>As a general rule, international returns of plant material will not be accepted.<\/p>\n<p>Unjustified refusal to accept delivery, repeated absence of the recipient, inability to deliver due to reasons attributable to the purchaser or any similar circumstance shall not entitle the purchaser to a refund or return.<\/p>\n<ol start=\"11\">\n<li><strong> Replacements and Refunds<\/strong><\/li>\n<\/ol>\n<p>After reviewing the incident, PAULOWNIA PROFESSIONAL S.L. may, at its sole discretion and depending on the circumstances of each case, choose to provide:<\/p>\n<ul>\n<li>Replacement of goods.<\/li>\n<li>Partial replacement.<\/li>\n<li>Full replacement.<\/li>\n<li>Partial credit.<\/li>\n<li>Partial refund.<\/li>\n<li>Full refund.<\/li>\n<\/ul>\n<p>The decision regarding the appropriate corrective measure shall rest exclusively with PAULOWNIA PROFESSIONAL S.L.<\/p>\n<ol start=\"12\">\n<li><strong> Customized or Made-to-Order Products<\/strong><\/li>\n<\/ol>\n<p>Returns will not be accepted for products specifically produced, prepared, reserved, cultivated or supplied for a particular customer, except in cases where the error is attributable to PAULOWNIA PROFESSIONAL S.L.<\/p>\n<ol start=\"13\">\n<li><strong> Limitation of Liability<\/strong><\/li>\n<\/ol>\n<p>The liability of PAULOWNIA PROFESSIONAL S.L. shall, where applicable, be limited to the value of the goods actually supplied.<\/p>\n<p>Under no circumstances shall the company be liable for:<\/p>\n<ul>\n<li>Loss of profit.<\/li>\n<li>Loss of revenue.<\/li>\n<li>Loss of production.<\/li>\n<li>Loss of yield.<\/li>\n<li>Loss of investment.<\/li>\n<li>Loss of business opportunities.<\/li>\n<li>Indirect or consequential damages.<\/li>\n<li>Costs arising from delays attributable to third parties.<\/li>\n<\/ul>\n<ol start=\"14\">\n<li><strong> Changes to this Policy<\/strong><\/li>\n<\/ol>\n<p>PAULOWNIA PROFESSIONAL S.L. may modify this policy whenever necessary to adapt it to legal, technical, logistical or business developments.<\/p>\n<p>The version published at any given time shall be the applicable version.<\/p>\n<ol start=\"15\">\n<li><strong> Contact<\/strong><\/li>\n<\/ol>\n<p>To report incidents, submit claims or request information regarding returns and refunds, customers may contact:<\/p>\n<p><a href=\"mailto:service@paulownia.pro\">service@paulownia.pro<\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>Purpose This Returns and Refunds Policy governs the conditions applicable to claims, incidents, returns, replacements and refunds relating to products marketed by PAULOWNIA PROFESSIONAL S.L. Due to the biological and perishable nature of many products commercialized by the company, the conditions set out in this policy differ from those applicable to conventional consumer products. Products [&hellip;]<\/p>\n","protected":false},"author":57307,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-6255","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/pages\/6255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/users\/57307"}],"replies":[{"embeddable":true,"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/comments?post=6255"}],"version-history":[{"count":1,"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/pages\/6255\/revisions"}],"predecessor-version":[{"id":6317,"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/pages\/6255\/revisions\/6317"}],"wp:attachment":[{"href":"https:\/\/paulownia.pro\/en\/wp-json\/wp\/v2\/media?parent=6255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}