Every GLEAMORI product comes with a legal guarantee of conformity — three years under Portuguese law, for every customer. It is separate from our voluntary 30-day returns policy, which applies when you simply change your mind.
The legal guarantee of conformity: three years
We sell as a Portuguese company, so Portuguese consumer law applies to your order: Decreto-Lei n.º 84/2021, the Portuguese rules on the sale of consumer goods. Under those rules, we are responsible for any lack of conformity of the goods we deliver.
For new goods, this responsibility runs for 3 years from the day you receive them. If something we supplied is not as described, not fit for its normal purpose, or not of the quality and performance you can reasonably expect, that is a lack of conformity and it is our responsibility — not yours.
The 2-year presumption
If a lack of conformity appears within the first 2 years after delivery, the law presumes it already existed when the goods were delivered. If we disagree, it is for us to prove that the goods were in conformity at delivery — the burden is not on you.
The first 30 days: right to reject
Where a lack of conformity appears within 30 days of delivery, you may ask for immediate replacement of the item or for termination of the contract and a refund. This is the direito de rejeição (right of rejection). You do not have to accept a repair first in that period.
Remedies, and the order they apply
After that period, the remedies are set out in a fixed order. You choose within each step, but repair or replacement comes before a price reduction or a refund:
- Repair — the item is brought into conformity, at no cost to you.
- Replacement — the item is replaced with one of the same model, at no cost to you.
- Price reduction — if repair and replacement are not possible, are disproportionately expensive for us, or are not completed within a reasonable time and without significant inconvenience to you.
- Termination of the contract — a full refund of what you paid, in the same circumstances, or where the lack of conformity is serious enough to justify it.
Repairs and replacements are free. We also pay the cost of returning a faulty or wrongly delivered item to us.
How to make a claim
Email support@gleamori.shop and include:
- your order number;
- one or more photos showing the problem;
- a short description of what is wrong and when you first noticed it.
We reply within 5 business days. If the item has to come back to us, we tell you where to send it and we cover the return cost for faulty or wrongly delivered goods. We keep you informed at each step, and if a repair or replacement takes longer than a reasonable time, you may move to the next remedy in the list above.
If you are within the voluntary 30-day return window and have simply changed your mind, use the returns process instead — see Returns. Cancelling before dispatch is free.
What is normal for cork — and not a fault
Cork is a natural material, and every piece behaves a little differently. None of the following is a lack of conformity:
- The grain differs on every piece. The piece you receive will not look exactly like the product image.
- Colour varies between pieces, within the same tone (Natural, Smoked or Moss).
- Softening of the surface and small marks from ordinary handling, keys, coins and daily use.
- Fading after long exposure to direct sunlight.
- Ordinary wear such as scuffs, and anything caused by misuse, accident, or care that does not follow our care instructions — see Care. Please do not soak or machine-wash cork items, and do not place hot pans or dishes straight from the oven or stove on coasters or placemats.
A genuine fault looks different: a broken zip, a failed snap, a seam that comes apart, a metal ring that pulls out, or a defect present from the start. Those we treat as a lack of conformity, and we put them right.
If you live outside Portugal
You keep the mandatory consumer rights of the country where you live. Nothing in this legal guarantee, in our terms, or in the choice of Portuguese law reduces or replaces them. Where your local rules give you a longer period or a stronger remedy, yours apply. Consumers in the EU, EEA and the United Kingdom also have the 14-day right of withdrawal, which is separate from the guarantee — see Withdraw from contract.
No separate commercial warranty
We do not offer a separate commercial warranty on top of the legal guarantee. The 3-year legal guarantee of conformity described on this page is the guarantee that applies to your order, alongside any mandatory rights of your own country. There is nothing further to register for, and nothing to activate.
Complaints and disputes
If you are not satisfied with how we handled your claim, write to us first and we will try to put it right. You may also use the Portuguese Electronic Complaints Book, and you can contact the consumer arbitration centre that covers our registered office or the national one. Details are on our Complaints and dispute resolution page.
Any question about a guarantee claim: support@gleamori.shop or +351 913 650 284, Monday to Friday, 9:00–17:00 Lisbon time. More general questions are answered in our FAQ.