Store Policy | Deliveries | Returns
Store Policy
Knót Artesanal furniture and objects are handmade with care in order to be long lasting and pleasing to our clients.
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We work with solid hardwoods, each with its particular characteristics which as such present variations in tone and at times even cracks and natural stains and blemishes. Our designs often take advantage of these peculiarities to create unique pieces, each one personalised by the particular attributes of the wood used.
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Our sales policy is geared towards customer satisfaction and below we list the main clauses that the buyer should be aware of when making purchases on our site. The fulfilment of purchases is in accordance with the stated conditions.
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We are available to contact via email (info@knotartesanal.com) or telephone (+55 24 98139 8838) in order to clarify any doubts that may arise and also in regards to bespoke order enquiries.
Delivery
All of our products are handmade. We maintain a limited supply of 'ready for delivery' pieces while others are produced on a 'made to order' basis. Before finalising your purchase please refer to the estimated delivery time.
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We deliver to all states within mainland Brazil through third party transportation companies.
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Larger pieces with destination to the following states SP / RJ / ES / RS / GO / DF / MG / SC / PR / MT / MS / RO / AC / PR are sent directly through a single shipping company and their partners. Delivery to all other states is done through a combination of two shipping companies.
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The delivery times vary in accordance with the state and shipping company and delivery is completed during work hours only and without the possibility of scheduling a specific time.
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We have a showroom in Paraty/RJ where it is also possible to collect in store. This option can be selected when making your purchase. It is then necessary to enter in contact via email (info@knotartesanal.com) or telephone (+55 24 98139 8838) in order to arrange a pick up time which must be from Monday to Saturday during work hours.
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We do not accept responsibility for assembly and installation of any of our pieces. They are accompanied by a self installation manual and care guide.
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Knót Artesanal will always endeavour to fulfill our delivery schedules however due to situations out of our control delays may arise, in such cases we will advise our clients as soon as possible. In the case of delivery delays after we have sent the tracking number to the client, the responsibility then lies with the transportation company and any complaint or query should be made directly by the buyer to them. In the case of lost parcels the cost of the purchase will be returned in full.
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IMPORTANT: Our parcels are packed in such a way as to avoid damage during transportation. At the time of delivery it is vital to check the condition of the parcel. If any damages are visible you can accept the product but it is essential to make a register on the signed delivery confirmation. It may also be advisable to open the parcel in the presence of the transporter in order to check. In the case of visible damage to the product it is necessary to refuse delivery and notify the transport company via the delivery confirmation. The transporter will then return the product to us immediately without the need for them to return at a later date in order to collect the damaged product. This will avoid inconveniences for the buyer and additional costs for all involved.
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Always check if the product is in good condition before disposing of the packaging as this will be required in the event of changes and returns.
Changes and Returns
The below clauses are based on the Consumer Rights Code.
RETURN DUE TO CHANGE OF MIND
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Regarding the waiver of purchases of items in stock before dispatch, we will cancel the order and return the entirety of the purchase value.
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Bespoke orders may only be returned in the case of them being damaged upon arrival or containing defects.
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In the case of a change of mind the client may request a refund up to seven days after the date of receipt. In such cases we reserve the right to charge the costs of shipping to the buyer.
In order to initiate the return, enter in contact by email (info@knotartesanal.com) or telephone (+55 24 98139 8838) and we will organise the collection of the item or send a label that can be stuck onto the packaging which can then be deposited at the nearest facility of the transporter in question.
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The item must be returned in the original packaging without displaying any signs of usage and accompanied by the invoice and all accessories.
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If all of the above conditions are observed, we will return the value of the purchase after subtracting the costs of the return shipping or we will organise an exchange for another product.
RETURN DUE TO DEFECT
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Knót Artesanal products come with a 90 day guarantee in case of defects in the production process. We are available to orient clients regarding how to use the guarantee via our customer service.
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The guarantee does not cover wear and tear from intense use, exposure to adverse conditions, damage caused during installation of the product, misuse, damage caused by cleaning services/products, oxidation or corrosion due to lack of maintenance or exposure to the elements (humidity, salinity and intense sunlight).
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The item must be returned in the original packaging accompanied by the invoice and all accessories.
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In the event that we are unable to repair or replace the item, the client may opt for the cancellation of the purchase and a full refund/credit for a future purchase.
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The refund of the value paid shall be in accordance with the form of payment chosen by the client at the time of purchase. For payments made by credit card the refund will be made via your card issuer.
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Any requests regarding changes and returns must be communicated to Knót Artesanal via email (info@knotartesanal.com) or telephone (+55 24 98139 8838).