Returns, Refunds and Exchanges Policy

Last updated: 8 June 2026

This Returns, Refunds and Exchanges Policy applies to purchases made on CorkLayer.com.

CorkLayer is operated by ERUDITEJASMINE UNIPESSOAL LDA, under the CorkMart manufacturing brand.

This Policy should be read together with our Terms and Conditions, Shipping Policy, Privacy Policy and any product-specific information shown at checkout or on the product page.

1. Seller information

Legal name: ERUDITEJASMINE UNIPESSOAL LDA

VAT / NIPC: PT518021475

Registered address: Rua do Campo Alegre, 1517, lj22, 4150-182 Porto, Portugal

Commercial name: CorkLayer.com

Email: info@corklayer.com

Phone: +351 924 729 617

Website: https://corklayer.com

2. Scope of this Policy

This Policy applies to:

• consumer orders placed on CorkLayer.com;
• business and professional orders;
• B2B, wholesale, distributor and partner orders;
• custom project orders;
• sample orders;
• returns, refunds, exchanges, cancellations, damaged goods and defective products.

Specific written agreements, quotes, proforma invoices, wholesale agreements, distributor agreements, B2B agreements or project contracts may include different or additional return and refund terms. In case of conflict, the specific written agreement will apply to that transaction, to the extent permitted by law.

3. Consumer right of withdrawal

For eligible consumer orders placed online, customers in Portugal and the European Union have a statutory right to withdraw from the purchase within 14 days from the day they, or a third party indicated by them other than the carrier, receive the goods.

To exercise the right of withdrawal, the customer must clearly inform us within the applicable period by contacting us at info@corklayer.com.

The customer does not need to provide a reason for exercising the statutory right of withdrawal, although we may ask for feedback to improve our products and service.

The statutory right of withdrawal applies only to eligible consumer purchases. It does not apply in the same way to B2B, wholesale, distributor, partner, professional or custom project orders.

4. How to request a return

To request a return, please contact us at info@corklayer.com before sending any product back.

Please include:

• your order number;
• your full name;
• the email used for the order;
• the product or variant you wish to return;
• whether the product has been opened, inspected, installed, used, cut, altered or damaged;
• photos of the product and packaging, if requested;
• the reason for the return, if you wish to provide it.

We may provide return instructions, a return address and any additional information required before the goods are sent back.

Please do not return products without contacting us first. Returns sent without authorisation or without sufficient identification may be delayed, refused or impossible to process.

5. Return shipping costs

Unless we offer to pay return shipping or unless applicable law requires otherwise, the customer is responsible for the direct cost of returning the goods.

For eligible consumer withdrawals in Portugal and the European Union, return shipping costs are the responsibility of the customer when this has been communicated before purchase.

For defective products, confirmed order errors by CorkLayer or confirmed transport damage accepted under the applicable process, we may provide a replacement, refund, return label or other remedy depending on the circumstances and applicable law.

6. Outbound shipping refunds

Where the statutory consumer right of withdrawal applies and is validly exercised, we will reimburse eligible payments according to applicable law.

Where required by law, this may include the least expensive standard outbound delivery method offered by us for the original order.

We are not required to reimburse additional delivery costs if the customer chose a delivery method more expensive than the least expensive standard delivery option offered by us.

Shipping fees paid for Sample Tile orders are not included in the Sample Tile credit promotion and are not refunded as part of the sample credit.

For returns that are not statutory consumer withdrawals, including B2B returns, voluntary returns, refused deliveries, failed deliveries or returns accepted at our discretion, original outbound shipping costs may be deducted or excluded from the refund where permitted by law.

7. Refund timing

Where a refund is due, we will process it according to applicable law and payment provider procedures.

For eligible consumer withdrawals, we may withhold reimbursement until we have received the goods back or until the customer has supplied evidence of having sent the goods back, whichever occurs first, where permitted by law.

Once a refund is approved and processed by CorkLayer, the refunded amount will usually appear in the original payment method within 5 to 10 business days, depending on the payment provider, card issuer, bank or instalment payment provider used for the original transaction.

Business days are Monday to Friday, excluding Portuguese public holidays, bank holidays and payment provider processing holidays.

CorkLayer cannot control third-party banking, card issuer, payment provider or instalment provider processing timelines after the refund has been submitted.

8. Refund method

Refunds will always be issued to the same payment method used for the original purchase.

We do not issue refunds to a different card, bank account, wallet, payment provider, person, company or payment method than the one used at checkout.

If the original purchase was paid by card, the refund will be sent back to the same card used for the order.

If the original purchase was paid through Revolut, Scalapay or another third-party payment provider available at checkout, the refund will be processed through that same payment provider and according to that provider’s refund procedures.

If the original purchase was paid by approved bank transfer for a B2B, wholesale, distributor, partner or project order, the refund, where applicable, will be made to the same originating bank account used for the payment, subject to any mandatory legal, banking, anti-fraud or compliance verification required to confirm the original payment route.

Refunds cannot be converted into cash, transferred to another person, redirected to another payment method, refunded to a different bank account, refunded to a different card or used to pay unrelated invoices.

If the original payment method is expired, blocked, closed or otherwise unavailable, the refund will still be submitted through the original payment route whenever possible. Any subsequent handling of the funds will be subject to the rules of the original payment provider, card issuer, bank or instalment provider.

9. Product inspection and acceptable handling

The customer may inspect the product with reasonable care, similar to what would normally be allowed in a physical store, to establish its nature, characteristics and functioning.

Opening the package and visually inspecting the product is generally acceptable.

However, installing CorkLayer as flooring, walking on it beyond reasonable inspection, cutting it, gluing it, staining it, damaging it, modifying it, exposing it to unsuitable conditions or returning it incomplete may go beyond what is necessary to inspect the product.

CorkLayer is not classified as a personal hygiene product. However, installed, used, damaged, altered or incomplete flooring products may not be accepted for resale as new and may be subject to a reduction in refund value where permitted by law.

10. Installed, used, cut or damaged products

CorkLayer tiles that have been installed, used as flooring, walked on beyond reasonable inspection, cut, glued, altered, stained, scratched, damaged, exposed to unsuitable conditions or returned incomplete may suffer a deduction for diminished value.

The deduction for diminished value may be up to the full value of the product where the product can no longer be resold as new or where permitted by law.

Examples of conditions that may result in partial or full deduction include:

• tiles installed on the floor;
• tiles walked on or used beyond reasonable inspection;
• tiles cut, trimmed, glued, painted, coated or otherwise modified;
• tiles stained, wet, contaminated, scratched, dented or damaged;
• tiles returned with strong odours, dirt, dust, adhesives or residues;
• missing tiles or incomplete packs;
• damaged packaging that prevents safe resale;
• damage caused by poor return packaging;
• goods returned in a condition that cannot reasonably be resold as new.

11. Return condition requirements

Returned products must be sent back in suitable protective packaging and, whenever possible, in the original packaging.

The customer must take reasonable care to protect the goods during return transport.

For CorkLayer flooring products, returned items should be:

• clean;
• dry;
• complete;
• unmodified;
• not installed;
• not used as flooring;
• not cut;
• not glued;
• not stained;
• not damaged;
• returned with all included components, if applicable.

If goods are returned damaged due to poor packaging, improper handling or unsuitable return transport, we may deduct the loss in value or reject the return where permitted by law.

12. Inspection of returned goods

All returned goods may be inspected after arrival at our facility.

The inspection may assess:

• whether the correct products were returned;
• whether the return is complete;
• whether the product was installed, used, cut, glued, altered or damaged;
• whether the product can be resold as new;
• whether any loss in value occurred;
• whether the packaging is suitable for resale or storage;
• whether the return matches the approved return request.

If the returned product does not meet the required conditions, we may reduce the refund, refuse a voluntary return, or contact the customer to agree on next steps, where permitted by law.

13. Restocking, handling and logistics fees

No restocking fee is applied to consumers for exercising a statutory right of withdrawal where such a fee would not be permitted by applicable law.

For non-consumer orders, B2B orders, wholesale orders, distributor orders, partner orders, project orders, refused deliveries, failed deliveries, non-collected parcels, customer-caused return-to-sender cases, or voluntary returns accepted outside the statutory withdrawal period, we may apply a reasonable restocking, handling, repacking, inspection or logistics fee where permitted by law and where communicated before acceptance of the return.

For non-consumer, B2B, wholesale, distributor, partner, project or voluntary returns accepted at our discretion, a handling or restocking fee of up to 20% of the product value may apply, depending on the condition of the goods, order size, packaging condition, inspection needs, repacking requirements, logistics costs and whether the goods can be resold as new.

This does not limit mandatory consumer rights that cannot be excluded by law.

14. Free shipping orders and returned orders

Some CorkLayer orders may qualify for free or subsidised shipping according to the shipping rules active at checkout.

For statutory consumer withdrawals, we will not apply a penalty merely because the customer exercises a legal right of withdrawal.

However, for returns outside the statutory consumer withdrawal right, B2B returns, project returns, refused deliveries, failed deliveries, non-collected parcels or voluntary returns accepted at our discretion, we may deduct original outbound shipping costs, return shipping costs, carrier fees, inspection costs, repacking costs and handling costs where permitted by law.

If a return is caused by an error by CorkLayer or a confirmed defect, this section does not limit any remedy required by applicable law.

15. Discounted products and promotions

Discounted products remain subject to mandatory consumer rights.

However, voluntary return benefits, extended return windows, additional promotional credits or non-statutory return privileges may not apply to discounted, clearance, final-sale, B2B, wholesale, distributor or custom project orders.

If a product was purchased with a discount code, promotional credit, sample credit or special offer, the refunded amount will reflect the amount actually paid by the customer, subject to applicable law.

If a return causes the order to no longer meet the conditions of a promotion, we may adjust the refund to reflect the promotion actually earned, where permitted by law.

16. Sample Tile returns and sample credit

The CorkLayer Sample Tile is intended to help customers evaluate the material, colour, thickness, texture and finish before ordering larger packs.

If you purchase a Sample Tile and later purchase a full CorkLayer pack, we may credit the Sample Tile product value back to your future order according to the promotion active at the time.

Unless otherwise stated in writing:

• the sample credit value is limited to the Sample Tile product price;
• shipping fees paid for the Sample Tile are not included in the credit;
• the sample credit is valid for 180 days from the Sample Tile purchase date;
• the sample credit may be used only towards a future full CorkLayer pack purchase;
• the sample credit cannot be exchanged for cash;
• the sample credit cannot be combined with all promotions unless expressly allowed.

If a Sample Tile order is refunded, cancelled or reversed, any related sample credit may be cancelled or invalidated.

17. Exchanges

We do not guarantee automatic exchanges.

If you ordered the wrong pack size, quantity or product, please contact us as soon as possible at info@corklayer.com.

If the order has not yet been dispatched, we may be able to amend it, subject to availability, price differences and operational feasibility.

If the order has already been dispatched or delivered, a return and new purchase may be required.

Any exchange request is subject to product condition, availability, shipping costs, customer type, order type and applicable law.

18. Wrong item received

If you receive a product that does not match your order, please contact us within 48 hours of delivery at info@corklayer.com.

Please include:

• your order number;
• photos of the product received;
• photos of the packaging;
• photos of the shipping label;
• a description of the issue.

If the error is confirmed, we will arrange an appropriate remedy, which may include replacement, exchange, return label, store credit or refund, depending on the circumstances and applicable law.

19. Damaged goods on delivery

Please inspect your order as soon as it arrives.

If the outer packaging is visibly damaged at delivery, we recommend that you:

• take photos of the package before opening it;
• note the damage with the carrier, if possible;
• keep all packaging materials;
• contact us within 48 hours of delivery.

If the product itself is damaged, please contact us with:

• your order number;
• photos of the outer packaging;
• photos of the damaged product;
• photos of the shipping label;
• a description of the issue.

We may need this information to file a transport insurance claim. Please do not discard the packaging until the claim has been assessed.

If transport damage is confirmed and covered, we may provide replacement tiles, replacement packs, store credit or a refund, depending on the nature and extent of the damage and applicable law.

20. Missing items or incomplete orders

If your order appears to be incomplete, please check the tracking information first. Large CorkLayer orders may be shipped in multiple boxes or separate shipments, and different boxes may arrive on different days.

If all boxes have been delivered and an item is still missing, contact us within 5 calendar days of the final delivery date.

Please include your order number, photos of all received items, photos of the packaging and a description of what appears to be missing.

If an item is confirmed missing due to our error or carrier loss, we will provide an appropriate remedy, which may include replacement, store credit or refund.

21. Lost parcels and non-receipt

If tracking shows that a parcel was delivered but you did not receive it, please contact us within 5 calendar days of the marked delivery date.

We may ask you to provide:

• confirmation of the delivery address;
• a written statement of non-receipt;
• photos of the delivery location, if helpful;
• confirmation that neighbours, reception, building management or household members did not receive the parcel;
• any information required by the carrier or insurer.

We will open an investigation with the carrier. Carrier investigations may take several business days or longer, depending on the destination and carrier.

If the carrier confirms loss or misdelivery and the claim is accepted, we will arrange a replacement, store credit or refund, depending on the circumstances and product availability.

If the carrier confirms correct delivery with valid proof of delivery, we may not be able to issue a refund or replacement, but we will review each case reasonably and in good faith.

22. Failed delivery, refusal and return to sender

If an order is returned to us because the customer refused delivery, failed to collect the parcel, provided an incorrect or incomplete address, was unavailable for delivery, did not respond to carrier contact attempts or failed to complete customs/import requirements, we may deduct from any refund the direct costs caused by the failed delivery, where permitted by law.

These costs may include:

• original shipping costs;
• return shipping costs;
• carrier handling fees;
• customs return charges;
• storage charges;
• brokerage fees;
• payment processing costs;
• damage caused by transport or failed delivery;
• non-recoverable taxes, duties or fees.

For consumer orders where a statutory right of withdrawal applies, we will not apply a penalty for exercising that legal right. However, the customer may remain responsible for return shipping costs and for any loss in value caused by handling beyond what is necessary to inspect the goods, in accordance with applicable law.

23. Customs refusal or unpaid import charges

Orders shipped outside the European Union may be subject to customs duties, import VAT, brokerage fees, clearance charges, tariffs or local taxes.

Unless expressly stated otherwise at checkout, international orders outside the European Union are shipped on a DAP / duties and taxes unpaid basis. This means the customer is responsible for any import duties, taxes, clearance charges or local fees charged by the destination country or carrier.

If the customer refuses to pay import charges, fails to provide documents required for customs clearance or refuses delivery because of import costs, the shipment may be delayed, abandoned, destroyed or returned to us.

In such cases, we may deduct from any refund all costs incurred, including shipping, return shipping, customs charges, storage fees, carrier fees and any non-recoverable costs, where permitted by law.

24. Defective products

If you believe your product has a manufacturing defect, contact us at info@corklayer.com.

Please include:

• your order number;
• proof of purchase;
• photos or videos of the issue;
• a description of the defect;
• information about where and how the product was installed or used;
• any other information reasonably requested by us.

Natural variations in cork colour, tone, texture, grain, density or pattern are not considered defects.

Minor dimensional tolerances, normal wear and tear, stains, scratches, dents, marks caused by use, incorrect installation, unsuitable cleaning, unsuitable environment or damage caused by misuse are not considered manufacturing defects.

25. Warranty-related returns

CorkLayer offers a 5-Year Limited Manufacturer Warranty against manufacturing defects, subject to the terms, exclusions and conditions stated in our Terms and Conditions and any product-specific warranty information.

If a manufacturing defect is confirmed under the warranty, we may, at our discretion and where permitted by law, provide one or more of the following remedies:

• replacement tile or tiles;
• replacement pack;
• repair guidance;
• store credit;
• partial refund;
• full refund where required by law or appropriate in the circumstances.

The remedy will depend on the nature of the defect, product availability, order type, time elapsed, use of the product and applicable law.

26. Warranty exclusions summary

The warranty does not cover:

• normal wear and tear;
• natural variations in cork colour, texture, grain or appearance;
• minor dimensional tolerances;
• damage caused by incorrect installation;
• installation on unsuitable, wet, uneven, unstable or contaminated surfaces;
• damage caused by cutting, gluing, coating, painting or modifying the product;
• damage caused by water accumulation, flooding, excessive humidity or unsuitable moisture conditions;
• outdoor exposure unless expressly approved in writing;
• damage caused by excessive heat, direct heat sources or unsuitable underfloor heating conditions;
• damage caused by heavy furniture, sharp objects, pets, wheels, dragging objects or improper use;
• stains, scratches, dents, marks or surface damage caused by use;
• use in industrial, commercial or high-traffic settings not approved for the product;
• damage caused by cleaning chemicals or methods not recommended by us;
• damage caused during transport if not reported according to our Shipping Policy;
• products purchased from unauthorised sellers;
• products without valid proof of purchase.

27. B2B, wholesale, distributor and project orders

B2B, wholesale, distributor, partner and project orders are commercial transactions and may be subject to separate written terms, quotes, invoices, payment conditions, minimum order quantities, lead times, logistics conditions and return rules.

Unless expressly agreed in writing or required by mandatory law, B2B, wholesale, distributor, partner and custom project orders are final and non-returnable, except in cases of confirmed manufacturing defect, confirmed order error by us or another remedy agreed in writing.

For B2B and project orders, the customer is responsible for verifying product suitability, quantities, installation requirements, technical requirements, site conditions, project deadlines and regulatory requirements before placing the order.

B2B, wholesale, distributor, partner and project returns accepted at our discretion may be subject to inspection, return shipping costs, original shipping cost deductions, repacking costs, logistics fees and restocking or handling fees.

28. Custom, made-to-order and custom project products

Unless mandatory law states otherwise, the following orders are not eligible for voluntary return or cancellation after acceptance, production, preparation or dispatch:

• custom project orders;
• made-to-order products;
• custom-cut products;
• custom quantities produced or prepared specifically for the customer;
• B2B project orders;
• orders governed by a specific written quote or contract that states different return conditions.

This does not affect mandatory rights relating to defective goods, confirmed order errors by us, transport damage accepted under the applicable process, or rights that cannot be excluded by law.

29. Products not eligible for voluntary return

Unless mandatory law requires otherwise, we may refuse voluntary returns for:

• installed products;
• used products;
• cut products;
• glued or altered products;
• stained, scratched, wet, dirty or damaged products;
• incomplete packs;
• products returned without suitable packaging;
• custom, made-to-order or project products;
• B2B, wholesale, distributor or partner orders;
• products returned after the applicable return period;
• products purchased from unauthorised sellers.

This section does not remove mandatory consumer rights that cannot be excluded by law.

30. Return shipping method

The customer is responsible for using a reliable shipping method when returning goods.

We recommend using a tracked and insured shipping service, especially for larger or higher-value orders.

The customer is responsible for loss or damage during return transport unless we arranged and controlled the return shipment or applicable law states otherwise.

If a return is lost or damaged in transit due to the customer’s chosen return method, we may not be able to issue a full refund.

31. Return packaging

Returned goods must be packaged securely to prevent damage during transport.

Whenever possible, return the product in its original packaging and with adequate outer protection.

If original packaging is unavailable, the customer must use equivalent protective packaging suitable for the product’s weight, shape and material.

Damage caused by insufficient return packaging may result in a deduction or refusal of a voluntary return where permitted by law.

32. Refused returns and unclaimed return shipments

If a returned product is refused, rejected after inspection or cannot be processed due to missing information, we may contact the customer to arrange reshipment or another solution.

The customer may be responsible for the cost of reshipping refused or ineligible returns.

If the customer does not respond within a reasonable period, we may store, dispose of or otherwise handle the product according to applicable law and operational feasibility.

33. Partial refunds

Partial refunds may apply where:

• only part of an order is returned;
• some items are missing;
• the product has suffered diminished value;
• the returned product is damaged or incomplete;
• promotions or discounts must be recalculated;
• shipping, handling, customs or logistics costs are deductible where permitted by law;
• a B2B, wholesale, distributor or project return is accepted at our discretion.

Any partial refund will be assessed based on the facts of the return and applicable law.

34. Store credit

In some cases, we may offer store credit as an alternative remedy only where legally permitted and operationally appropriate.

Store credit may be subject to conditions, including validity period, eligible products, minimum order value, non-transferability and non-conversion into cash.

Store credit does not replace mandatory refund rights where applicable law requires a refund.

When a refund is due and must be paid back as money, it will always be issued to the same payment method used for the original purchase, as described in Section 8.

35. Chargebacks and payment disputes

If you have an issue with your order, please contact us first at info@corklayer.com so that we can review and resolve the matter.

If a chargeback or payment dispute is opened, we may provide the payment provider with order information, tracking data, delivery proof, correspondence, return information, policy terms and other evidence relevant to the dispute.

Opening a payment dispute does not create additional return rights beyond those provided by law and this Policy.

36. Time limits for reporting issues

To help us resolve issues quickly, please contact us within the following timeframes:

Issue	Recommended reporting timeframe
Visible transport damage	Within 48 hours of delivery
Wrong item received	Within 48 hours of delivery
Missing item or incomplete delivery	Within 5 calendar days of final delivery
Tracking shows delivered but not received	Within 5 calendar days of marked delivery
Withdrawal request for eligible EU/Portugal consumer orders	Within 14 days of receiving the goods

These reporting timeframes help preserve carrier, insurance and operational evidence. They do not limit mandatory rights that cannot be restricted by law.

37. How to contact us for returns

To request a return, refund, exchange or warranty review, contact us:

Email: info@corklayer.com

Phone: +351 924 729 617

Address: ERUDITEJASMINE UNIPESSOAL LDA, Rua do Campo Alegre, 1517, lj22, 4150-182 Porto, Portugal

Please do not send products to our address without receiving return instructions first.

38. Model withdrawal form

If you are an eligible consumer and wish to exercise your statutory right of withdrawal, you may use the model form below. Use of this form is optional; any clear statement of withdrawal is sufficient.

To: ERUDITEJASMINE UNIPESSOAL LDA, Rua do Campo Alegre, 1517, lj22, 4150-182 Porto, Portugal

Email: info@corklayer.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer email:

Date:

39. Electronic Complaints Book

For customers in Portugal, CorkLayer provides access to the official Electronic Complaints Book where required by law.

Electronic Complaints Book: https://www.livroreclamacoes.pt

40. Alternative dispute resolution

In the event of a consumer dispute, the consumer may contact an Alternative Dispute Resolution entity.

For consumer disputes in the Porto area, consumers may contact:

CICAP — Centro de Informação de Consumo e Arbitragem do Porto

Website: https://www.cicap.pt

Consumers may also consult the list of consumer dispute resolution entities made available by the competent Portuguese authorities.

Nothing in this section limits any mandatory consumer rights.

41. Mandatory consumer rights

Nothing in this Policy limits any mandatory consumer rights that apply under Portuguese, European Union or other applicable consumer protection law.

If any provision of this Policy is found to be invalid, unlawful or unenforceable, the remaining provisions will remain in full force and effect.

42. Changes to this Policy

We may update this Returns, Refunds and Exchanges Policy from time to time to reflect changes in our business, products, services, legal obligations or operational practices.

The version published on CorkLayer.com at the time of your order will apply to that order, unless mandatory law requires otherwise.