Refund policy
1. Seller identification
The ChapadaEcoCork shop is operated by Corticeira A. Chapada, Lda., corporate tax number (NIPC) PT502376759, with its registered office at Rua 25 de Abril, 7, Aldeia do Futuro, 7570-165 Grândola, Portugal.
Contact: info@chapadaecocork.com
2. Right of withdrawal
When buying at a distance as a consumer, you may withdraw from the contract without giving a reason within 14 days of taking physical possession of the goods or, for several goods ordered in a single order and delivered separately, of taking physical possession of the last item.
To exercise this right, inform the shop of your decision by an unequivocal statement sent to info@chapadaecocork.com or to the address above. You may use the model form at the end of this policy, but this is not compulsory.
Exercising the right of withdrawal does not require the shop’s prior approval. I nevertheless recommend contacting me before sending the goods to obtain return instructions and avoid delays.
3. Returning goods
After communicating withdrawal, you must return or hand over the goods without undue delay and no later than 14 days after that communication.
Unless the shop gives you different instructions, returns should be sent to:
Corticeira A. Chapada, Lda.
Rua 25 de Abril, 7
Aldeia do Futuro
7570-165 Grândola
Portugal
The customer bears the direct return costs, except where the return results from a defective, damaged or incorrect product or an error attributable to the shop.
The customer must package the product appropriately and include all components and accessories received. You may examine and handle the goods only as necessary to establish their nature, characteristics and functioning, as you could in a shop. The consumer is liable only for diminished value caused by handling beyond what is necessary for that examination.
Natural variations in cork’s colour, texture, porosity, pattern or tone do not, by themselves, constitute a defect or lack of conformity.
4. Exceptions to the right of withdrawal
Where provided by law, the right of withdrawal does not apply, in particular, to:
- goods made to the consumer’s specifications or clearly personalised;
- sealed goods unsuitable for return for health protection or hygiene reasons that have been unsealed after delivery;
- other goods or situations expressly excluded by applicable legislation.
A standard item being made after the order is placed does not automatically make it personalised for these purposes.
5. Refunds
For a valid withdrawal, the shop will refund payments received, including the cost of the least expensive standard delivery option offered for the order, no later than 14 days after being informed of the decision.
If the customer chose a more expensive delivery method than the least expensive standard option offered, the difference will not be refunded.
The refund will use the same payment method as the purchase, unless expressly agreed otherwise, at no additional cost to the consumer. The shop may withhold the refund until it receives the returned goods or the customer provides evidence of sending them back, whichever occurs first.
6. Damaged, incorrect or non-conforming products
Check the order after delivery. If an item is damaged, incorrect or lacks conformity, contact the shop as soon as possible at info@chapadaecocork.com, giving the order number and, where useful, photographs of the product and packaging.
To help with a carrier claim, the shop asks that visible transport damage preferably be reported within 48 hours. This request does not limit or replace the consumer’s statutory rights.
The goods benefit from the applicable statutory guarantee of conformity, including the three-year liability period for goods covered by Portuguese Decree-Law no. 84/2021. In the event of lack of conformity, the consumer has the rights provided by law, including restoration of conformity through repair or replacement, a proportionate price reduction or termination of the contract, under the conditions laid down by law.
7. Exchanges
Exchanges depend on stock availability. If you would like another item, contact the shop so that it can assess a suitable solution. This commercial option does not affect the consumer’s statutory rights.
8. Changes and cancellations
If you wish to change or cancel an order, contact me as soon as possible at info@chapadaecocork.com, giving the order number. I will check whether it is still possible to make the change or cancel before dispatch, depending on preparation progress. Requests concerning personalised work already started will be assessed individually.
After dispatch, I can no longer change the contents of the shipment. This does not prevent you from exercising statutory withdrawal, delivery and conformity rights, subject to the conditions and exceptions described in this policy. Refunds that are due use the same payment method, unless expressly agreed otherwise at no additional cost to the consumer, under the applicable conditions and deadlines described in section 5.
For orders delayed, lost or damaged in transit, see also the Shipping Policy and contact me so that I can follow up with the carrier.
9. Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract:
To: Corticeira A. Chapada, Lda., Rua 25 de Abril, 7, Aldeia do Futuro, 7570-165 Grândola, Portugal — info@chapadaecocork.com
I hereby give notice that I withdraw from the contract for the purchase of the following goods: ______
Ordered on/received on: ______
Consumer’s name: ______
Consumer’s address: ______
Consumer’s signature (only if this form is submitted on paper): ______
Date: ______