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RETURN POLICY

Last updated on February 01, 2019.
This document defines the cancellation, exchange and return policy related to purchases made through the website of CORKBRICK EUROPE – ARQUITECTURA DE INTERIORES E EXTERIORES, LDA. with registered office at DNA Cascais - Rua Cruz da Popa, 2645-449 Alcabideche, Portugal, Corporate Tax Number 513223371, registered under the number 513223371 (hereinafter, “CORKBRICK” and “Website”).
For any clarification related to this document you can contact the CORKBRICK Customer Service through any of the following means:
  • Email: return@corkbrick.com
  • Letter: DNA Cascais - Rua Cruz da Popa, 2645-449 Alcabideche, Portugal
  • Telephone:21 4850020 - Business hours: from 9am to 6pm every day. 
CORKBRICK reserves the right to change this document without prior notice, so we recommend that you read it periodically. 

1) CANCELLATION

Failure to pay the order: 
  • Failure to pay the order within four days after the date it was finally made implies its automatic cancellation..
CORKBRICK unilateral cancellation
  • In accordance with the provisions of Decree-Law no. 7/2004 of 7 January, which transposes Directive 2000/31/CE of the European Parliament and of the Council (with the changes conferred by Decree-Law no. 62/2009 of 10 March and by Law no. 46/2012 of 29 August), CORKBRICK reserves the right to unilaterally cancel the order whenever there is a programming error, a malfunction of the CORKBRICK computers, as well as whenever the contractual proposal reaches its destination with a deformation and the resulting error implicates an  essential element of the contract.

Free resolution:

The right to free resolution may be exercised under the terms legally established and indicated below, in accordance with Decree-Law no. 24/2014 of 14 February, which transposes Directive 2011/83/EC of the European Parliament and of the Council of 25 October, as amended by Law no. 47/2014 of 28 July.
  • You may cancel your order at any time until delivery starts,  with the right to reimbursement of all amounts paid.
  • Within the scope of its Customer Satisfaction Policy, and in accordance with applicable legislation, CORKBRICK makes it possible to exchange items or to return items and terminate the contract, within fourteen days from the date of receipt by the Customer, without payment compensation and without having to state the reason.
  • The Customer has the right to terminate the contract without incurring any costs within fourteen days from the day following the day:

    (i) in which the Customer or a third party appointed by him, other than the carrier, acquires possession of the goods;

    (ii) in which the Customer or a third party appointed by him, other than the carrier, acquires physical possession of the last good when the consumer has ordered several goods in a single order and the goods are delivered separately.

You have the possibility to fill out and submit by electronic means the free-resolution form or any other unequivocal statement of resolution (see final part of this document) through the Website.

If you use this possibility:
  1. CORKBRICK will send you a notice of receipt of the request for resolution within twenty four hours, on a durable medium (for example by e-mail).
  2. In order to the period of free resolution to be respected, it is sufficient that the communication concerning the exercise of this right be sent to CORKBRICK before the expiry of the fourteen days period.
  3. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  4. You must return the goods without undue delay and no later than fourteen days after the date on which CORKBRICK was informed of the free termination of the contract.
  5. When exercising your right to free resolution, you will be fully reimbursed of all amount paid, including delivery costs, although you will be responsible for paying for your own shipping costs for returning your item
  6. Please do not send your purchase back to our office . Instead,
(i) send us an email at resolution@corkbrick.com
(ii) send your item to: Novacortiça - Parque Industrial da Barracha - S. Brás de Alportel, 8150-017 S. Brás de Alportel, Portugal.
 
  • In no case shall the Customer send articles to CORKBRICK without prior contact since they will not be received.
  • All products must be returned in good condition and without use, with full original packaging and accompanied by the respective cash receipt or original invoice.
  • All articles will be checked upon arrival at our service and only those that respect the return conditions will be accepted.

Defective items:

  • When the defect or damage is detected within a period of two years from the delivery of the goods, and it is properly reported and described to CORKBRICK within a period of two months from the date of detection, no costs will be beared by the customers for returning the items.
  • CORKBRICK Brocks can crumble slightly with its continue use. This crumbling shall not be considered a defect or a damage since it does not affect its use and its functionality.
  • Due to their natural characteristics, all BROCKS should be handled with care and they CAN NOT suffer sudden falls or heavy/sudden impact at the risk of being damaged.
  • The client should also avoid an intensive solar exposure because BROCKS can change their natural color.
  • Exception made to the provisions above and to the lack of a specific form and of the need to return the item with no use, the same procedure described before for free resolution will apply.

2) REFUNDS

  • Refunds  will only be made after checking the condition of the product.
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to notify you of the approval or rejection of your refund.
  • If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, without undue delay and in any event no later than fourteen days after the date on which your return was received.
  • In case your refund is late or missing, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at refunds@corkbrick.com.

3) EXCHANGE

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, please do not send your purchase back to our office address. Instead, send us an email at exchanges@corkbrick.com and send your item to: NOVACORTIÇA - Indústria Corticeira S.A,  Parque Industrial da Barracha , 8150-017 S. Brás de Alportel, Portugal.
  • In no case shall the Customer send articles to CORKBRICK without prior contact since they will not be received.
  • CORKBRICK will send you a notice of receipt of the request for exchange within twenty four hours, on a durable medium (for example by email).
  • As we nurture a lifelong relationship with our Customers, we are pleased to offer you an unlimited exchange warranty. Therefore, customers may exchange items at any time, provided that they support the costs for shipping the items returned to CORKBRICK and for the delivery of the replacing items back to them.
  • However, in case of defect or damage any item, when detected within a period of two years from its delivery and properly reported and described to CORKBRICK within a period of two months from the date of detection, no costs will be beared by the customers for returning the items and for the delivery of the new, replacing items.
  • All products must be returned in accompanied by the respective cash original invoice. Notice that we cannot accept items that have been altered with other materials (e.g. paints/glues/pins).
  • CORKBRICK will deliver the new, replacing item, no longer than thirty days  after the item to be replaced is received.


DISCLAIMER : 

CORKBRICK Brocks can crumble slightly with its continue use. This crumbling shall not be considered a defect or a damage since it does not affect its use and its functionality.
Due to their natural characteristics, all BROCKS should be handled with care and they CAN NOT suffer sudden falls or heavy/sudden impact at the risk of being damaged.
The client should also avoid an intensive solar exposure because BROCKS can change their natural color.
Nevertheless, as we nurture a lifelong relationship with our Fans, we are pleased to offer you an unlimited exchange warranty, under the conditions mentioned here ( 3) EXCHANGE) .