Refund & Return Policy
At Hcork, we are committed to providing you with high-quality cork products that you’ll love. We understand that sometimes a return might be necessary, and we aim to make this process as clear and straightforward as possible.
Our Commitment
We want you to be completely satisfied with your Hcork purchase. If you need to return an item, please review our policy below and contact us for assistance.
Return Eligibility
You may return eligible items within 14 days of delivery. To be considered eligible for a return, your item must meet the following criteria:
- It must be unused and in its original, resellable condition.
- It must be returned in its original packaging.
- It must be free from any damage, stains, or odors not present upon original receipt.
Natural Cork Product Variation Disclaimer
Please understand that cork is a natural material. As such, it inherently possesses variations in texture, grain patterns, color nuances, and minor natural imperfections. Each production batch may also vary slightly. These natural characteristics are not considered manufacturing defects and are generally not grounds for return unless the product is significantly damaged or functionally compromised. We believe these unique qualities enhance the beauty and authenticity of your Hcork product.
How to Initiate a Return
To initiate a return, please contact us at info@hcork.com within 14 days of receiving your order. In your email, please include:
- Your order number.
- A brief explanation for the return.
- For damaged or defective items, please attach clear photos or a short video (see next section).
Once your return request is approved, we will provide you with specific return instructions, including the return shipping address.
Please note: We do not offer direct exchanges. If you wish to exchange a product, please follow our return policy to return the original item for a refund, and then place a new order for the desired item.
Damaged or Defective Items
If your Hcork item arrives damaged or you believe it has a manufacturing defect, please contact us immediately within 3 days of delivery at info@hcork.com. To expedite the process, please provide:
- Your order number.
- A clear description of the damage or defect.
- Clear photographs or a short video showing the damage.
Upon verification of a manufacturing defect or shipping damage, we will offer a full refund or send a replacement item, at our discretion. However, all return shipping costs remain the responsibility of the buyer.
Return Shipping
The buyer is always responsible for all return shipping costs, regardless of the reason for the return (e.g., change of mind, product defect, or damage).
For international returns (from outside China), customers are also responsible for any customs duties, taxes, or import fees incurred during the return shipment process.
Order Cancellations & Changes
If you need to cancel or change an order, please contact us as soon as possible. If production or preparation of your order has already begun, particularly for customized or larger quantity orders, you may be liable for a portion of the costs incurred up to the point of cancellation. We will communicate any applicable charges or adjustments to you.
Refund Processing
Once your returned item is received at our facility and has undergone inspection, we will process your refund within 14 business days. The refund will be issued to your original method of payment. Please note that original shipping charges are non-refundable.
While we process refunds promptly, please be aware that the entire return process—including transit time for the return, inspection, and bank processing times—may take up to 45 days from the date you ship the item back.
For any further questions or inquiries, please do not hesitate to contact us at info@hcork.com. We are here to assist you!