Política de reembolso

Returns & Refunds Policy

1. Samples

Samples can be returned within 14 days of receipt.
The customer is responsible for the cost of return shipping.
Returned samples must arrive unused, undamaged, and in their original packaging.
Once received and inspected, we will issue a full refund of the sample cost to the original payment method.

2. Custom or Bespoke Flooring Orders

Custom-made or bespoke wood flooring is non-refundable.
These products are manufactured specifically to your order, according to your chosen specifications (dimensions, finish, grade, etc.), and therefore are excluded from the 14-day return right under Decreto-Lei nº 24/2014, Article 17(1)(c).

3. Standard Stock Flooring

Orders for standard, stocked products can be:

  • Cancelled free of charge if production and packing have not yet begun.

  • Once the goods are packed or despatched, cancellations will incur handling or restocking charges.

After delivery, returns are accepted within 14 days of receipt only if:

  • The packs remain unopened, in perfect resale condition, and

  • The goods are undamaged.

A 20 % restocking fee will be deducted from the refund to cover inspection, repackaging, and warehouse costs.
The customer is responsible for the return transport and bears responsibility for the goods until they are received and inspected at our warehouse.

4. Condition of Returned Goods

All returned goods must:

  • Be unused and in the same condition as delivered,

  • Remain sealed in original packaging, and

  • Include proof of purchase.

We reserve the right to deduct the cost of any damage, missing items, or unsellable condition found upon inspection.

5. Damaged or Defective Deliveries

All deliveries must be inspected immediately upon arrival.

If there is visible damage:

  • It must be clearly noted with the courier or delivery driver before signing for the goods.

  • Alternatively, the customer should refuse the delivery and notify us immediately.

Once the goods are off-loaded and the pallet wrapping has been broken, we cannot accept claims for transit damage.

We will replace or refund any items that arrive damaged and have been correctly documented with the courier at the time of delivery.

6. Refunds

After we receive and inspect the returned goods:

  • We will notify you by email confirming approval or rejection of your refund.

  • Approved refunds will be processed within 5–10 working days via the original payment method.

  • All approved refunds for returned goods are subject to a 20 % restocking fee.

  • Shipping costs are non-refundable.

If the goods were not yet despatched when the cancellation was made, we will refund 100 % of your payment within 5 days.

7. Responsibility During Return Shipping

Until the goods reach our warehouse and are checked in, they remain under the customer’s responsibility.
We recommend using insured transport to cover any potential loss or damage during the return journey.

8. Legal Reference

This policy complies with Portuguese consumer law, including:

  • Lei n.º 24/96 (Lei de Defesa do Consumidor), and

  • Decreto-Lei n.º 24/2014, on distance and off-premises contracts.