Refund policy

RETURN AND REFUND POLICY

Last Updated: December 11, 2024

At ReBOTTLE, we want you to be completely satisfied with your purchase. This Return and Refund Policy explains your rights and our procedures for returns, refunds, and exchanges in compliance with EU Consumer Rights Directive and Portuguese consumer protection law.

1. YOUR RIGHT TO RETURN (EU CONSUMER RIGHTS)

1.1 14-Day Return Period

You have 14 days from the date you receive your item to return it for any reason, as required by EU Consumer Rights Directive.

The 14-day period begins when you (or a third party you designate, other than the carrier) physically receives the goods.

1.2 Exceptions - Items That Cannot Be Returned

The following items cannot be returned:

  • Personalized or customized ReBOTTLEs with laser engravings or custom designs (as these are made specifically for you)
  • Items that have been used, damaged, or are not in their original condition due to reasons not caused by us
  • Items without original packaging, tags, or protective cork sleeves
  • Items returned after the 14-day return period

2. HOW TO INITIATE A RETURN

Step 1: Contact Us

Email us at info@re-bottle.com within 14 days of receiving your item with:

  • Your order number
  • The item(s) you wish to return
  • Reason for return (optional but helpful)
  • Photos of the item if it arrived damaged or defective

Step 2: Receive Return Authorization

We will respond within 2 business days with:

  • Return authorization confirmation
  • Return shipping instructions
  • Return address

Step 3: Ship Your Return

Send your item to:

Cork Studio / ReBOTTLE
R. Francisco de Andrade 16B
2800-080 Almada
Portugal

Important Return Requirements:

  • Items must be unused and in original condition
  • Include all original packaging, tags, and accessories
  • Use a trackable shipping service
  • Keep your tracking number for your records

3. RETURN SHIPPING COSTS

3.1 Standard Returns (Change of Mind)

If you are returning an item because you changed your mind or are not satisfied with your purchase:

  • You are responsible for return shipping costs
  • We recommend using a trackable shipping service
  • We are not responsible for items lost or damaged during return shipping

3.2 Defective, Damaged, or Wrong Items

If your item arrived defective, damaged, or we sent the wrong item:

  • We will cover return shipping costs
  • Contact us immediately with photos of the issue
  • We will provide a prepaid return label or reimburse your shipping costs

4. REFUND PROCESS

4.1 Inspection Period

Once we receive your returned item, we will:

  1. Inspect it within 2-3 business days
  2. Send you an email confirming receipt
  3. Notify you of the approval or rejection of your refund

4.2 Refund Approval

If your return is approved, we will process your refund within 14 days of receiving the returned item.

Your refund will include:

  • Full purchase price of the item(s)
  • Original shipping costs (if the item was defective, damaged, or incorrect)

Your refund will NOT include:

  • Return shipping costs (unless the item was defective, damaged, or incorrect)
  • Original shipping costs (if you are returning due to change of mind)

4.3 Refund Method

Refunds will be credited to your original payment method:

  • Credit/debit card
  • PayPal
  • Other original payment method

4.4 Refund Rejection

We may reject your refund request if:

  • The item shows signs of use beyond inspection
  • The item is damaged due to misuse
  • The item is missing parts or packaging
  • The return period has expired
  • The item is a personalized/customized product

If rejected, we will email you with the reason and can return the item to you at your expense.

5. LATE OR MISSING REFUNDS

If you have not received your refund within 14 days after we've confirmed processing:

  1. Check your bank account again - sometimes it takes time for refunds to post
  2. Contact your credit card company - there may be processing delays
  3. Contact your bank - processing times vary by institution
  4. Contact us at info@re-bottle.com if you've completed the above steps and still haven't received your refund

6. EXCHANGES

6.1 Exchange Policy

We currently do not offer direct exchanges. If you need a different size, color, or design:

  1. Return your original item following the return process above
  2. Place a new order for the item you want

This ensures the fastest delivery of your preferred product.

6.2 Defective Item Exchanges

If your item arrived defective or damaged:

  • Contact us immediately at info@re-bottle.com with photos
  • We will send a replacement at no additional cost
  • Return shipping will be covered by us

7. DAMAGED OR DEFECTIVE ITEMS

7.1 Reporting Damage

If your ReBOTTLE arrives damaged or defective:

  • Contact us within 7 days of delivery
  • Email info@re-bottle.com with:
    • Your order number
    • Clear photos of the damage
    • Description of the issue

7.2 Our Resolution

For damaged or defective items, we will offer:

  • Full refund including all shipping costs, OR
  • Free replacement with prepaid return shipping

8. GIFTS

8.1 Gift Returns

If you received a ReBOTTLE as a gift:

  • You can return it following the standard return process
  • The refund will be issued to the original purchaser's payment method
  • Alternatively, we can issue a gift voucher/store credit for the purchase amount

8.2 Gift Givers

If you purchased a ReBOTTLE as a gift and the recipient wishes to return it:

  • The refund will be processed to your original payment method
  • You will be notified when the return is processed

9. CANCELLATIONS

9.1 Order Cancellation Before Shipping

You may cancel your order free of charge before it ships:

  • Contact us immediately at info@re-bottle.com
  • Include your order number
  • If payment has been processed, we will issue a full refund within 14 days

9.2 Order Cancellation After Shipping

Once your order has shipped:

  • You cannot cancel the order
  • You may return it following our standard return process once received
  • Standard return shipping costs apply (unless the item is defective/damaged)

9.3 Personalized/Custom Orders

Orders for personalized or customized ReBOTTLEs:

  • Cannot be cancelled once production has begun
  • Cannot be returned unless defective or damaged
  • Please double-check your customization details before placing your order

10. INTERNATIONAL RETURNS

10.1 Customs and Duties

For international returns:

  • Customs duties and import taxes are non-refundable
  • You are responsible for any customs fees incurred during the return process
  • We recommend using a trackable international shipping service

10.2 Return Shipping from Outside EU

If you are returning from outside the European Union:

  • Return shipping costs are your responsibility
  • Use a trackable service
  • Clearly mark the package as "RETURNED GOODS" to avoid customs charges

11. LOST OR STOLEN PACKAGES

11.1 Delivery Confirmation

We are not responsible for lost or stolen packages after confirmed delivery by the carrier.

If your tracking shows "delivered" but you did not receive your package:

  1. Check with neighbors or building management
  2. Contact the shipping carrier
  3. File a claim with the carrier if necessary

11.2 Our Assistance

While we cannot be held responsible for carrier issues, we will:

  • Provide all shipping and tracking information
  • Assist you in filing carrier claims
  • Work with you to find a resolution

12. PARTIAL REFUNDS

In some cases, we may offer partial refunds:

  • Items returned showing minor signs of use
  • Items returned without original packaging (but otherwise in good condition)
  • Items returned after significant delay (evaluated case-by-case)

We will always contact you before processing a partial refund to discuss options.

13. WARRANTY

13.1 Product Quality Guarantee

All ReBOTTLEs come with our quality guarantee:

  • Manufacturing defects are covered for 2 years from purchase date
  • Cork covers are covered for 1 year (normal wear and tear excluded)
  • This does not affect your statutory rights under EU consumer law

13.2 What's Not Covered

Our warranty does not cover:

  • Normal wear and tear
  • Damage from misuse, accidents, or improper care
  • Damage from dishwasher use (cork covers are not dishwasher-safe)
  • Damage from freezing (especially for thermos bottles)
  • Cosmetic damage that doesn't affect functionality

14. YOUR EU CONSUMER RIGHTS

As a consumer in the European Union, you have specific rights that this policy complies with:

  • 14-day cooling-off period - Right to return within 14 days for any reason
  • Right to repair or replacement - For defective goods
  • Right to price reduction or refund - If repair/replacement isn't possible
  • Legal guarantee - 2 years for manufacturing defects (minimum required by EU law)

These rights are in addition to, and do not replace, any rights provided by this Return and Refund Policy.

15. CONTACT US

For any questions about returns, refunds, or exchanges:

Email: info@re-bottle.com

Mailing Address:
Cork Studio / ReBOTTLE
R. Francisco de Andrade 16B
2800-080 Almada
Portugal

Response Time: We aim to respond to all return requests within 2 business days.

16. CHANGES TO THIS POLICY

We may update this Return and Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.

Your continued use of our website and services after changes are posted constitutes acceptance of the updated policy.

Thank you for choosing ReBOTTLE. We appreciate your business and are committed to ensuring your complete satisfaction.