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Warranty Terms

Effective date: November 10th, 2023

Note: No returns will be accepted without the prior written consent of Karpa. Unauthorized returns will be refused at the customer's expense.

1- When and how to activate the Warranty:

Karpa products have a 3-year Warranty, counting from the invoice issue date. For products purchased before 01/01/2022, the Warranty is only 2 years. The Warranty can only be activated after receipt of the products and verification that they are in accordance with what is described in the Transport Policy and Damage Claim (Terms and Conditions). The Warranty claim must be made within 20 days after identification of the problem, to the email This email address is being protected from spambots. You need JavaScript enabled to view it.. In it, the customer must accurately describe the problem identified, including, if possible, photographs of it.

After proper receipt of the product, any reported claim will be analyzed by Karpa, and if it is concluded that it is covered by the Warranty, the customer will be entitled to:

  • 1.1

    Repair of the product;

  • 1.2

    Replacement of the product;

  • 1.3

    Return of the product;

2- Scenarios covered by the Warranty:

  • 2.1

    Damage to the finish and/or materials that is found to be derived from incorrect packaging of the product;

  • 2.2

    Product breakage that is verified to be derived from production defects and not from misuse by the customer;

  • 2.3

    Deficiency in the product's functioning that is verified to be derived from production defects and not from misuse by the customer;

  • 2.4

    Product with finishing and/or dimensions different from those contracted, except for minimal differences, resulting from the handcrafting process;

  • 2.5

    Stains or oxidation of the finish that are verified to be derived from production defects and not from misuse by the customer;

  • 2.6

    Damage caused by incorrect installation of the product, when carried out by the Karpa team;

3- Scenarios not covered by the Warranty:

  • 3.1

    Installation at the customer's expense: If for the product in question there was a cost associated with the installation not contracted by the customer, the Warranty will not cover damages that are associated with poor assembly of it;

  • 3.2

    Extreme environmental conditions: The Warranty doesn’t cover products damage caused by inappropriate environmental conditions. Conditions such as extreme heat, very humid/dry environments, accentuated thermal differences, invalidate the Warranty. The Warranty doesn’t cover the appearance of cracks, deformations, dirt or alterations in the product due to the action of UV rays on interior products;

  • 3.3

    Incorrect use: The Warranty doesn’t cover damage caused by the impact of sharp objects, use incompatible with Karpa instructions, the lack or incorrect care of maintenance, accidents, misuse, neglect, humidity, burns or other abrasives;

  • 3.4

    Changes and/or repairs by third parties: The Warranty doesn’t cover any changes and/or repairs to the product that have been carried out by third parties that have not been expressly recommended by Karpa;

4- Return Policy:

  • 4.1

    For defects covered by the Warranty: The return of products for Warranty purposes can be made, either directly by the customer at Karpa facilities, or, alternatively, a pickup can be scheduled by the same shipping method used in the order. In this case, the customer must pay a deposit equal to the value of the shipping cost, which will be refunded if the defect is covered by the Warranty;

  • 4.2

    If the customer isn’t completely satisfied with the purchase, he/she will have 14 days after purchasing the product to exchange it for other items from Karpa catalogue, presenting the purchase document and as long as the item has not been assembled and/or used, and is properly packed in the original packaging. In this situation, the value will be credited to the customer's account, considering that the costs inherent to transport or pickup will always be the customer's responsibility. According to article 17, No. 1 of DL 24/2014 of February 14, of the Portuguese legislation, returns or exchanges of articles with the following characteristics will not be accepted:

  • 4.2.1

    Pillows, cushions and textiles in general, with the exception of those with manufacturing defects, for reasons of hygiene and safety;

  • 4.2.2

    Furniture made to order or with altered finishing;

  • 4.2.3

    Special orders/customizations at the customer's request;

  • 4.2.4

    Exhibition pieces and decoration items;

  • 4.2.5

    Items with signs of use;