Return and Refund Policy

As harvesters and manufacturers, preparing an order is a process that envolves total effort, investment and costs, sometimes mixing work with personal lives, due to the small family nature of our company.

Also, exporting cork from Portugal is a difficult and expensive process because of the geographic location of this natural resource and our facilities and the distant markets and countries where this resource lacks and is demanded, plus the big volume and little weight that cork has due to its properties. In some cases, shipping is more expensive than the cargo itself.

Our return and refund policy is limited.
 

​​

• Timeframe
  
  A) Before preparation for treatment.
  B) After treatment but before shipping process.
  C) During shipment, before delivery.
  D) After delivery and collecting cargo.
   

• Payment terms

  
  An initial percentage of the total amount is always required to start the process of cork selection, cork treatment, phytosanitary procedures and mandatory documentation.
  
  This amount is never less than 30% of the invoice amount, without shipping costs. It can be 30%, 50% or 100% of total price, resulting from our analysis and debate with client.
  
  The second payment refers to when the cargo is ready and ready to ship, with full documentation already cleared. If the initial payment was 30%, this second payment is at least 20% of the total invoice, corresponding to 50% before shipping, which is the minimum amount at this stage.
  
  The second payment is most of the times the remaining final amount to complete the total invoice price but there can be exceptions, depending on previous analysis, debate and agreement. Also, if shipping is arranged by us, shipping costs are also to be paid in full.
  
  The third payment, if decided this way, the remaining minimum 50% is to be paid while cargo is on board (container / ship) before arriving to the destination. The remaining payment will unlock and allow the delivery of the necessary shipping documentation to release the container at the seaport. This option requires out agent to be responsible for the shipping process.
  
  If cargo is not transported by ship, if it's transported by truck, then full payment needs to be transfered before transport takes place, with shipping costs included if arranged by us.
  
  Shipping can be arranged by us or by client, it's the client decision.
  
   

• Refunds

  
  Refunds are possible when first payment to start preparing the cork is transfered and client, for any reason, decides to cancel the deal.
  
  A) If the cork hasn't yet been prepared and sent for treatment, refund is total by the same means of payment.
  
  B) If the cork has already been prepared and sent for treatment, with the proof of transport and treatment invoices by comparing the dates, the refund cannot be total and these costs need to be covered up to a maximum amount of 1.000€.
  
  C) Refunds are limited if client decides to cancel the deal after making the second payment (at least 50% of the total amount) and when cargo is on board heading the destination. All direct and indirect shipping costs of transporting, storaging, maneuvering and returning the cargo back to our facilities need to be covered up by the client. When the cargo is delivered in our facilities, the refund will be transfered by the same means of payment with the exception of 30% of the total amount. 
  
  D) Refunds are limited after client receives the cargo. Client has to ensure and cover for the expenses and the return of the cargo in the same conditions as they were when they left our facilities. When the cargo is back in our facilities and if the cargo is in the same quality conditions as they were when they left, the refund of will be transfered by the same means of payment with the exception of 30% of the total amount.
  ​