Refund policy
Last updated: 6 September 2026
At NUALA CORK we want you to be happy with everything you buy from us. This policy explains how to cancel an order, how to return an item, and how refunds work.
Nothing in this policy limits your rights under Irish and European consumer law. Where this policy is more generous than the law, the more generous terms apply.
Email: info@nualacork.com
1. Your right to cancel (14-day cooling-off period)
If you are a consumer in the European Union, you may cancel your order within 14 days of receiving it, without giving any reason.
The 14 days begin on the day you, or someone you nominate, physically receives the goods. If your order arrives in more than one delivery, the period begins on the day the final item arrives.
To cancel, email info@nualacork.com with the subject line Cancellation before the 14 days expire. Please include:
- your order number;
- your full name.
A clear statement that you wish to cancel is enough. You may use the model cancellation form in Section 10 if you prefer, but you are not required to.
Once you have told us you are cancelling, you have a further 14 days to send the goods back to us.
2. Refunds after cancellation
We will refund you within 14 days of receiving the goods back, or from the day you provide proof that you have sent them — whichever happens first.
Your refund includes:
- the price you paid for the goods;
- the standard delivery cost of your original order.
Your refund does not include:
- the extra cost of any upgraded delivery option you chose (we refund the standard rate; you bear the difference);
- the cost of returning the goods to us (see Section 3).
Refunds are issued to the original payment method. We do not charge a fee for processing a refund.
We may reduce your refund to reflect any loss in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning — that is, beyond what you would reasonably have done in a shop.
3. Return shipping costs
You are responsible for the direct cost of returning it to us.
Our returns are processed at our facility. Return costs vary by carrier and by where you are sending from.
We strongly recommend using a tracked service and keeping your proof of postage. We can only process a return once the parcel reaches us, and untracked parcels that go missing cannot be traced.
4. Returns outside the cooling-off period
Beyond the statutory 14 days, we offer a goodwill return window of 30 days from delivery. Returns accepted under this goodwill policy:
- must meet the condition requirements in Section 5;
- are refunded to the original payment method for the value of the goods only, excluding all delivery costs;
- exclude items marked Final Sale at the time of purchase.
(Final Sale items are still fully covered by your statutory 14-day cancellation right in Section 1, and by your rights in Section 7 if faulty.)
We cannot accept goodwill returns after 30 days.
5. Condition of returned items
To be accepted, returned items should:
- be in a resaleable condition;
- include all original packaging, tags, dust bags, accessories and components;
- be clean and free of odours, marks or damage that did not arise from normal inspection.
Cork is a natural material. Variation in grain, tone and texture between pieces is a characteristic of the material and is not a defect.
6. How to request a return
Email info@nualacork.com with the subject line Return Request, including:
- your order number;
- your full name;
- the item(s) you wish to return;
- your reason for returning (optional for cancellations under Section 1);
- photos, if the item is damaged, faulty or incorrect.
Our team will reply with confirmation, return instructions and the correct return address.
Please wait for our reply before sending anything back. Parcels sent to an address other than the one we provide may not reach us, and we cannot refund items we do not receive.
7. Faulty, damaged or incorrect items
You have a legal guarantee of two years from delivery covering goods that are faulty, not as described, or not fit for purpose. This is separate from, and additional to, the cancellation right in Section 1.
If your item arrives damaged, is defective, or is not what you ordered, contact us at info@nualacork.com as soon as you notice the problem, with a description of the issue and clear photos.
In these cases:
- you may be entitled to a repair, a replacement, or a refund, depending on the circumstances;
- we will not deduct any delivery costs from your refund.
8. Items we cannot accept
The following are excluded from the cancellation right under Article 16 of Directive 2011/83/EU:
- personalised, engraved or made-to-order items produced to your specification;
- sealed items that are not suitable for return for health or hygiene reasons, once the seal has been broken;
- goods that have become inseparably mixed with other items after delivery.
We may also refuse a refund, or reduce it, where an item has been damaged through misuse, alteration or failure to follow care instructions, or where a return is materially incomplete.
9. Changing or cancelling an order before dispatch
Orders are prepared quickly after payment is confirmed. If you need to change or cancel an order, email us immediately and we will do our best to stop it — but once an order has been dispatched we cannot recall it.
If your order has already shipped, you can still cancel under Section 1 once it arrives.
10. Model cancellation form
You may use this form to cancel, but you are not obliged to.
To: NUALA CORK, [FULL ADDRESS], info@nualacork.com
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on: __________
Name of consumer: __________
Address of consumer: __________
Order number: __________
Signature (only if this form is sent on paper): __________
Date: __________
11. Complaints
If you are not satisfied with how we have handled your return, please tell us first at info@nualacork.com and we will try to resolve it.
Consumers in Ireland can also seek information or assistance from the Competition and Consumer Protection Commission (CCPC) at ccpc.ie, or from the European Consumer Centre Ireland at eccireland.ie for cross-border purchases within the EU.
12. Contact
NUALA CORK Email: info@nualacork.com
We aim to respond to all return enquiries within 2 business days.