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1. Right of withdrawal (cooling-off period):
As per Directive 2011/83/EU, consumers possess the right of withdrawal, enabling them to reconsider their purchase decision and terminate the contract without any explanation. Within fourteen (14) business days from receiving the goods, customers can avail themselves of this cooling-off period, return the products at their own expense, and receive a refund for the amount paid, no questions asked.2. Exception to the right of withdrawal:
The customer does not have the right to an indefinite return of the goods in the case of agreements concerning:
- Discounted products;
- Goods specially ordered at the customer's request and produced according to their individual requirements. This category also includes all self-adhesive products offered by our store, such as self-adhesive cork rolls, self-adhesive cork sheets, self-adhesive cork tapes, self-adhesive colored cork sheets, self-adhesive decorative cork, self-adhesive 3D tiles, and others;
- When goods are not returned in full packages, for example, flooring products;
- Chemical products such as varnishes and adhesives;
3. Return process and timelines:
Before starting the return procedure, please follow these steps:
- Notify our team at least one day before sending back the product by sending an email containing information about your order and the goods you want to return;
- Include the completed "Return Form," which is available upon request from our employees, and the proof of purchase when returning the goods. Please send them exclusively to the designated return address provided during contact with us, and clearly label the package as a return;
- If any "freebies" were included in the order, please include them in the return package as well. Ensure that the returned items are well-packaged to prevent damage during transportation. Damages resulting from inadequate packaging may lead to the return being rejected. The cost of the return is to be covered by the customer. Additionally, make sure to securely place the proof of purchase within the package to avoid accidental loss, misplacement, or damage.
4. Refunds:
The customer is responsible for all direct expenses related to the return of the goods (e.g., packaging, securing, and shipping back to the store). The store will refund the customer the full value of the purchased goods at the time of purchase.
5. Refund timing:
After confirming the return of the goods and examining their condition to determine the absence of defects or excessive usage, we will initiate the refund process without undue delay and within 14 days from the day of receiving the returned item.
6. Condition of the goods:
The goods should be returned in their original packaging along with all the attachments received during the delivery. The customer is responsible for properly packaging the goods to avoid damage during transport. The value of the purchase receipt should be adequately secured in the package to prevent accidental loss, misplacement, or damage. Please note that we do not accept returns sent with cash on delivery. After selling the goods to another buyer, the Store is not liable for any defects in the goods. We cannot consider claims related to accidental or intentional damage, as well as defects resulting from improper or inadequate use and maintenance. All complaints are processed within fourteen working days from their receipt. In the case of damaged goods, they will be repaired or replaced with a new item of equal value. If replacement is not possible (e.g., due to unavailability), KORK.PL sp. z o.o. will refund the customer the equivalent amount or offer other available products from the store for selection.
7. Reimbursement method:
In the event, that the payment was made via bank transfer to the Store's account, the refund will be processed through a reverse bank transfer. However, if the payment was made using a debit or credit card, we will refund the amount to the customer's card that was used for the transaction. If payment processors like PayPal or Klarna were used, the refund will be made on your account there.
8. Customer support:
Please contact the store to confirm the exact return address. Shipments sent to an address not agreed upon with KORK.PL, and those about which no prior information was provided, will not be accepted.
tel.: +48 616 616 911 (PL)
tel.: +48 793 995 445 (EN)
tel.: +49 159 04699518 (DE)
e-mail: biuro(at)kork.pl
Business hours: Mon. - Fri. 8:00 – 16:00
9. Language and jurisdiction:
Directive 2011/83/EU of October 25, 2011 on consumer rights applies to all disputes arising from the return policy. It sets out rules concerning the information that must be provided regarding contracts concluded at a distance and contracts concluded away from business premises, as well as contracts other than those concluded at a distance and away from business premises. Additionally, the directive regulates the right of withdrawal from contracts concluded at a distance and away from business premises and harmonizes certain provisions relating to the execution of contracts between businesses and consumers, as well as other aspects of these contracts.
