Returns & Refunds Policy

Côte Noire – online sales (EU & international)

Your 14-day right to cancel (right of withdrawal)

If you are a consumer buying from us online, you have the right to cancel your order within 14 days without giving any reason. This period ends 14 calendar days from the day on which you (or someone you nominate) receive the goods. Where an order is delivered in several parts, the 14 days run from the day you receive the last item.

To exercise this right, tell us clearly of your decision to cancel before the 14 days are up — for example by emailing sales@cotenoire.pt. To meet the deadline, it is enough that you send your cancellation before the 14-day period expires.

Returning the goods

After telling us you wish to cancel, you must send the goods back to us without undue delay and within 14 days. Goods should be returned to:

Côte Noire — Rua da Divisão, 575/591, 4410-186 São Félix da Marinha, Portugal.

You must include proof of purchase (order number or receipt).

You are responsible for the cost of returning the goods. Return freight is paid by you, and return shipping costs are not refundable. Please factor this in before sending an item back.

Because we cannot guarantee that returned parcels reach us, for any return worth more than €75 we strongly recommend using a tracked or insured shipping service and keeping your proof of postage.

Condition of returned goods

You may handle and inspect the goods as you would in a shop. However, you are responsible for any loss in value resulting from handling beyond what is necessary to check their nature, characteristics and functioning. We may reduce your refund to reflect such loss in value. Wherever possible, please return items in their original packaging and complete with any parts and accessories received.

Gift-with-purchase items

Where your order included a free gift or gift-with-purchase item, that item should be returned together with your consignment. If it is not returned, we may deduct its value from your refund.

Refunds

Once we receive your returned goods and have inspected them, we will email you to confirm receipt and to tell you whether your refund has been approved.

If approved, we will refund you within 14 days, using the same payment method you used for the original purchase, unless you have expressly agreed otherwise. We may withhold the refund until we have received the goods back, or until you supply evidence that you have returned them, whichever is earlier.

Your refund will include the price of the goods plus the standard delivery cost we charged on the original order. If you chose a more expensive delivery option than our standard service, we only refund the cost of the standard option. The only shipping cost you bear is the cost of returning the goods to us (see above).

Late or missing refunds

If you have not received an approved refund yet, please first check your bank account again, then contact your card issuer and your bank, as there is often some processing time before a refund is posted. If you have done this and still have not received your refund, contact us at sales@cotenoire.pt.

Faulty, damaged or incorrect items

Separately from the 14-day cancellation right, you are entitled to a remedy if an item arrives faulty, damaged or not as described. We will replace, repair or refund such items at no cost to you, including return shipping. Please contact us at sales@cotenoire.pt with your order number and a photograph of the issue.

As a goodwill measure, perfumed/artificial flowers showing discolouration may be exchanged within 3 months of purchase with proof of receipt.

Gifts

If an item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once the returned item is received. If the item was not marked as a gift, or the order was shipped to the gift giver to pass on to you, the refund will be issued to the original purchaser.

How to start a return

Email sales@cotenoire.pt with your order number, telling us which items you wish to return and whether you are cancelling under your 14-day right or reporting a fault. We will confirm the next steps.