Returns, Refunds & Withdrawal Policy

Last Updated: October 4, 2026

This Policy explains how returns, refunds and cancellations are handled for purchases made through CorkMart.com.

Nothing in this Policy limits any mandatory rights available to Consumers under Portuguese or European Union consumer law.

---

1. 14-Day Right of Withdrawal

If you are a Consumer purchasing online, you may withdraw from an eligible purchase within 14 calendar days without giving a reason.

For goods, the withdrawal period normally begins on the day you, or a third party indicated by you other than the carrier, receive the goods. Where an order is delivered in separate shipments or lots, the period begins when the last applicable item or lot is received.

To exercise your right of withdrawal, contact us at info@corkmart.com before the withdrawal period expires.

You may use the model withdrawal form provided at the end of this Policy, although its use is not mandatory.

2. Returning the Goods

After informing us that you wish to withdraw from the purchase, the goods must be returned without undue delay and no later than 14 calendar days from the date on which you notified us.

CorkMart returns are handled through our operations and warehouse facility in Rua da Gândara, 1026, 3885-827 Maceda, Ovar, Portugal.

Please contact us before sending a parcel so that we can provide the complete return instructions and ensure that your return is correctly identified and processed.

3. Condition of Returned Products

Customers may inspect a product as reasonably necessary to establish its nature, characteristics and functioning.

Returned goods should be complete and, whenever reasonably possible, returned in their original packaging or in equivalent protective packaging suitable for transport.

The Consumer may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to inspect the goods.

In particular, installation, cutting, drilling, gluing, painting, staining, excessive handling, moisture exposure or other alteration may substantially reduce the value of the product and may affect the amount refundable where permitted by law.

4. Products Excluded From the Right of Withdrawal

The statutory right of withdrawal does not apply where an applicable legal exception exists. For CorkMart products, this may include:

• goods made according to the customer's specifications;
• cut-to-size or made-to-measure products prepared specifically according to customer instructions;
• laser-engraved, printed or otherwise personalized products;
• goods which, by their nature after delivery, have become inseparably mixed with other materials or products, where the applicable legal exception applies.

A product is not excluded from statutory Consumer withdrawal rights merely because it was purchased using a promotional price or discount code.

Different conditions may apply to B2B, wholesale and professional orders, which are not covered by the Consumer statutory right of withdrawal.

5. Products Sold as Sets or Packs

Where a product is sold as a complete set, pack or bundle forming a single purchased item, the complete set should normally be returned in order to receive a full refund for that item.

Partial returns of sets or packs may be accepted only where agreed with CorkMart or where required by applicable law.

6. Natural Cork Characteristics

Cork is a natural material and variations in colour, grain, porosity, pattern, density and texture are normal.

Natural variations that are consistent with the product description, samples and normal characteristics of cork do not, by themselves, constitute a defect.

This does not limit any statutory rights relating to defective or non-conforming goods.

7. Return Shipping Costs

When a Consumer exercises the statutory right of withdrawal because they have changed their mind, the Consumer is responsible for the direct cost of returning the goods, unless CorkMart has expressly agreed otherwise.

We recommend using a tracked and appropriately insured shipping service.

If a return is required because CorkMart supplied an incorrect, defective, non-conforming or transport-damaged product, CorkMart will arrange an appropriate solution in accordance with applicable law.

8. Refunds

For a valid statutory withdrawal, CorkMart will reimburse the eligible payments received from the Consumer, including the cost of the least expensive standard delivery option offered for the original order where required by law.

Additional delivery costs resulting from the customer's choice of a more expensive shipping service than our standard delivery option are not required to be reimbursed.

Reimbursement will be made without undue delay and, in any event, no later than 14 calendar days from the date on which CorkMart is informed of the Consumer's decision to withdraw.

CorkMart may withhold reimbursement until the returned goods are received or until the Consumer provides evidence that the goods have been sent back, whichever occurs first, where permitted by law.

Refunds are made using the same payment method used for the original transaction, unless expressly agreed otherwise.

Banks, card issuers and payment providers may require additional time to display a completed refund after it has been issued by CorkMart.

9. Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If a product arrives damaged, appears defective, or is different from the item ordered, contact us at info@corkmart.com as soon as reasonably possible.

For transport damage, we recommend notifying us within 48 hours where possible, as this can help us document the shipment and open a carrier claim quickly. This recommendation does not reduce or replace any mandatory Consumer rights.

Please provide your order number and, where relevant, clear photographs of the product, packaging, shipping label and visible damage.

Where the issue is confirmed, the appropriate remedy may include repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

10. Legal Guarantee of Conformity

Consumer purchases are protected by the statutory legal guarantee of conformity provided by applicable Portuguese and European law.

Under Portuguese law, new movable goods are generally covered by a 3-year legal guarantee from delivery.

The legal guarantee applies where the goods do not conform to the contract, including where they do not have the characteristics, quality or functionality reasonably expected or represented at the time of purchase.

The legal guarantee does not cover normal wear and tear or damage caused by misuse, unsuitable storage, improper installation, unauthorized modification or other causes attributable to the customer, subject always to applicable law.

11. Exchanges

CorkMart does not operate an automatic exchange system.

If you wish to purchase a different size, thickness, colour, format or product, the usual process is to return the eligible item and place a new order.

Replacement of defective, damaged or incorrectly supplied products is handled separately under the applicable legal guarantee and remedy process.

12. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible at info@corkmart.com.

We will make reasonable efforts to stop the order before shipment. If the order has already been dispatched, the applicable return and withdrawal procedures will apply.

Customized, personalized or made-to-specification products may no longer be cancellable once production, cutting, engraving or customization has begun, where permitted by law.

13. International Returns

For returns originating outside the European Union, the customer should clearly identify the parcel as returned goods and complete all customs documentation accurately.

Customs duties, import taxes or brokerage charges originally paid by the customer to authorities or third parties are not collected by CorkMart and therefore cannot normally be refunded by CorkMart.

Additional charges resulting from incorrect or incomplete return customs documentation may be deducted where permitted by applicable law.

14. How to Request a Return or Refund

Contact: info@corkmart.com

Please include, where relevant:

• your order number;
• the product you wish to return;
• a brief description of the request;
• photos where the request relates to damage, defect or an incorrect product.

Model Withdrawal Form

This form may be used to exercise the statutory right of withdrawal, but its use is not mandatory.