WARRANTY Policies: Returns, Exchanges, &c.
There’s a lot here, so the print is, um, finer.
We may be small, and we may be going against the trend here, but we’re all about service at BrooklynCopperCookware.com. We provide a niche product to the small number of people who are clear on what they want and who know how to use it when they find it. We have complete confidence in our wares, and that you will have found what you were looking for when you buy from us.
It goes without saying that every customer is critically important to us, worthy of everything we have to give to make sure everything goes as it should, as all of us want it to. From browsing our site to receiving your purchase, it’s the personal relationship we’re after – it’s what makes BrooklynCopperCookware.com unique. If you found us in the first place, then there’re good grounds for our being your copper cookware supplier, because we’re both interested in something unique. The relationship.
So, if you take receipt of something we’ve made and are not happy, please do be in touch and we’ll talk about setting it right.
Since we’re exchanging what our watchdogs call “valuable consideration” (pots, money) we’ve figured out a few policies to protect both our customers and our ability to keep making pots. It’s all necessary because, well, it’s the world we live in, and also so we can continue to offer fair prices, keep everybody fed, pay a couple of mortgages, buy copper, pay taxes… basically take care of all our stakeholders, and protect all of us from anyone who thinks their grievance is a convenient means of cashing-in. We make good stuff, we use it, we want to continue to do both.
Legal Disclaimer, Waiver of Liability, and Indemnity Agreement:
We sell pots and pans. They’re for cooking. You can decorate with them too, if you like. Knowledge of local, state, federal and international laws and/or statutes is the responsibility of you, the buyer. We don’t know the laws where you are any more than you know the laws in New York City (unless you happen to be in NYC). By purchasing any item sold by BrooklynCopperCookware.com or any of its subsidiaries , the buyer expressly warrants that he/she is in compliance with all applicable Federal, State, and Local laws and regulations regarding the purchase, ownership, and use of the item. It shall be the buyer’s responsibility to comply with all Federal, State and Local laws governing the sale of any items listed, illustrated, or sold. The buyer expressly agrees to indemnify and hold harmless BrooklynCopperCookware.com for all claims resulting directly or indirectly from the purchase, ownership, or use of the item in violation of applicable Federal, State, and Local laws or regulations.
Copyright and Trademark Notice:
All content on BrooklynCopperCookware.com or any of its subsidiaries, including text, graphics, logos, button icons, images, digital downloads, data compilations, and software, is the property of BrooklynCopperCookware.com or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of BrooklynCopperCookware.com and protected by U.S. and international copyright laws. All software used on this site is the property of BrooklynCopperCookware.com or its software suppliers and protected by United States and international copyright laws.
The website name and uniform resource locator, BrooklynCopperCookware.com, and other marks indicated on our site are trademarks of Organic-Cookware.com in the United States and other countries. BrooklynCopperCookware.com’s trademarks may not be used in connection with any product or service that is not BrooklynCopperCookware.com’s in any manner that could cause confusion among customers, or in any manner that disparages or discredits BrooklynCopperCookware.com. All other trademarks not owned by Organic-Cookware.com appearing on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored byBrooklynCopperCookware.com.
OK. This is important. You make money and send us some, we make pots and send you some. That’s mostly how things work, and how everyone wants it to go. Very occassionally things go awry.
It’s hard to conceive of how our goods might arrive this way, but if something you buy fromBrooklynCopperCookware.com is defective or not as advertised and you wish to return the product, you must contact us within 15 days of receiving the product. All returned products must be in the same condition they were received in, and must be in their original packaging (such as it is).
We’ll happily issue a full refund via your means of payment, minus any shipping/handling, or customs duties. There are no restocking fees on returns of defective merchandise (since we probably made your item when we received your order). When possible we’d prefer to exchange products for a non-defective unit instead of issuing refunds, since, you know, we pay (handsomely) for processing orders and all. Anyway, that’s our story. We’ll give you multiple options for dealing with your return.
One thing, though. Please do not send us back merchandise without our approval. You know, we have to know it’s coming back just like we have to know to send it out in the first place. First step: obtain a Return Authorization # (RA#) before attempting to return any merchandise to BrooklynCopperCookware.com. We hate to do it, but any packages received without a valid RA# will be returned to the sender.
Getting an RA# is simple. Just contact us with your request. A “customer service representative” (likely Mac) will give you an RA# that must be clearly indicated on the outside of the return parcel, as well as on enclosed paperwork. Return merchandise to:
68 Jay Street , Suite 201
Brooklyn NY 11201
Please be prompt. We assume you’re dissatisfied for a good reason, so RA#s have a validity period of 15 days from the date of issue. So, just to be clear: be in touch about returns within 15 days of having received our goods, and then you have 15 days following our reply. Seems fair, right? BTW, exchanges will not be sent and refunds will not be given until approved returns have been received by us and inspected. Items inspected and found to be defect-free will be re-forwarded to you once we’ve inquired after your complaint in greater detail and have made sure you’re willing to cover the next leg of shipping costs. None of that’s easy, so we’d like you to be as sure of buying from us first as we are of what we send out.
Damaged in Shipping:
If your merchandise is damaged in shipping please save all packing material and contact us within 72 hours. Please include your full name, order number, and a description of the damage.
You must save all packing material in the condition which it was received.
Once you notify us of the damage, we will contact you and begin the claim process with the shipping company. A call tag will be issued to pick up the damaged package. Once the shipping company has received the package, we will ship you replacement merchandise.
If you are a comparison shopper, then you might have noticed that our prices are lower than many. We want to ensure that our customers always receive fair prices and prompt service, so we do not exchange or refund orders because of “Buyer’s Remorse” (which is why we inspect returns for legitimate defects). This includes, but is not limited to, situations where the customer has an unrealistic expectation of the product, changes their mind after receiving the product, or just does not like the product. What’s not to like about having the best?
We do not refund orders in the event that a product does not arrive as quickly as expected. After all, we keep practically no inventory – we make goods in the order they come in – it’s kind of what we mean by “hand-made”. We do not refund orders because a product did not arrive in time for a presentation, birthday, holiday, or other time-sensitive event, although we hope you’ll buy from us for all those reasons and more.. If you need your purchase for a strict deadline, we recommend contacting us prior to purchase, and we’re not afraid to say that under such situations visiting a store selling our competitor’s goods might be your best bet.
Change happens, so we reserve the right to toss up our web site and policies at any time without notification. The policy in effect at the time of your order is the one we all agree to. If you have any questions or comments regarding our web site and policies, please just click that “contact us” button.
As previously noted, your order is custom. If any part of your order should take longer than other bits we’ll be in touch to provide options, including but not limited to: Partial Shipment, Back Orders, Product Substitution, Refund, or another mutually satisfactory solution. We’ll figure it out.
Serious legalese now: BrooklynCopperCookware.com does not tolerate credit card fraud. We sell simple, clean goods and we conduct clean business. We use the highest level of single-socket layer encryption when accepting orders on our web site. No BS. We do not store any sensitive customer information (including credit card data), and all orders are manually reviewed. Credit card fraud is a growing problem faced by online stores, and it is the store’s responsibility to ensure that only valid orders are shipped or risk taking a loss on the sale. We sell expensive items, so we’re extra careful.
To ensure fast processing of your order, please have your order shipped to the same address that is on file with your credit card company. In some cases, orders shipping to addresses different from the credit card billing address may be held until the credit card holder is contacted by phone to confirm the order. We do that. It’s a hassle, but we’ll do it. Charge backs are a bigger hassle.
The majority of orders ship within 10 – 15 business days. Occasionally we’ll take a bit longer (like when the whole world needs stock pots – one stock pot equals 4 of anything else). When a single order contains multiple items, the item with the longest estimated ship time will affect when we send everything else out. Multiple items in a single order may ship in separate boxes. It’ll all get to you.
If we give you a manufacturing time estimate, note that we cannot include transit times. Your order transit time is determined by the shipping method you specify during checkout (Ground, 2day, etc.) and by the distance between your address and Brooklyn.
Most orders ship from our “fulfillment center” (aka, our factory, office, breakfast table, etc.):
68 Jay Street , Suite 201
Brooklyn NY 11201
We take trouble to ensure that every order is accurately processed. Our web site is fully integrated with our shipping department, providing every customer with:
Low Shipping Cost:
We charge you what we pay our shipper, plus a box and some packing (we get these down the street), nothing more, nothing less. Easy. Handling fees? Nah.
You’ll get tracking numbers and information for all orders. It’s easy keep up on your order.
Prior to shipment, all orders undergo manual inspection to ensure you’re getting not only what you ordered, but that it’s the best of class & our best work.
Thanks for reading through all this.
We’ll do our best for you.