Policies, Returns and Exchanges
The Great Policy Megillah
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 Brooklyn Copper Cookware, Ltd. We provide a niche product to the small number of people who completely understand what they want and know how to use it when they find it. We have complete confidence in our wares, and that you will have found exactly 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 Brooklyn Copper Cookware unique. If you found us in the first place, then there are good grounds for our being your copper cookware supplier, because we’re both interested in something unique. The relationship.
Since we’re exchanging what our legal 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 sell it, we want to continue to do all three.
Legal Disclaimer, Waiver of Liability, and Indemnity Agreement:
We sell pots and pans. They’re for cooking (although 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, perhaps, you happen to be in NYC). By purchasing any item sold by Brooklyn Copper Cookware, Ltd., its subsidiaries or representatives, 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 Brooklyn Copper Cookware, Ltd. for all claims or damages 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 Brooklyn Copper Cookware, Ltd. or its content suppliers (where indicated) and protected by United States and international copyright and trademark laws. The compilation of all content on this site is the exclusive property of Brooklyn Copper Cookware, Ltd. and protected by U.S. and international copyright laws. All software used on this site is the property of Brooklyn Copper Cookware, Ltd. or its software suppliers and protected by United States and international copyright and trademark laws. The website name and uniform resource locator www.brooklyncoppercookware.com, and other marks indicated on our site are registered trademarks (USPTO #4,634,436) of Brooklyn Copper Cookware, Ltd. in the United States and other countries. Brooklyn Copper Cookware, Ltd’s trademarks may not be used in connection with any product or service that is not Brooklyn Copper Cookware, Ltd’s in any manner that could cause confusion among customers, or in any manner that disparages or discredits Brooklyn Copper Cookware, Ltd.
All other trademarks not owned by Brooklyn Copper Cookware, Ltd. appearing on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Brooklyn Copper Cookware, Ltd.
All pages presently carried on this site or published at any time under the URL www.brooklyncoppercookware.com are © 2008 – 2022 by Brooklyn Copper Cookware, Ltd.
Whew.
Defective Merchandise:
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. Each piece of Brooklyn Copper Cookware is made entirely by hand, revealed by slight differences between pieces, such as wall tapering, spin lines, tin wipe marks, small cavitations in the iron, etc. This is not only normal, it’s your assurance that we do things the way we say we do and deliver absolutely unique wares. Your piece is truly one of a kind. However, very occasionally things go awry, and if you take receipt of something we’ve made and there’s an obvious quality issue, please do be in touch and we’ll talk about setting it right. Hard though it may be to conceive of how our goods might arrive this way, if something you buy from brooklyncoppercookware.com is indeed defective or not as advertised and you wish to return the product, please contact us within 15 days of receiving the wares.
All returned wares must be in the same condition they were received in, and must be in their original packaging. We’ll happily issue a full refund via your means of payment, minus any shipping/handling, or customs duties (these are paid directly to carriers and/or the appropriate authorities). There are no restocking fees on returns of defective merchandise (since we were probably making your item when we received your order). When possible we’d prefer to exchange wares for a non-defective unit instead of issuing refunds, since processing orders is a cost to us. 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. 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 Brooklyn Copper Cookware, Ltd. We hate to do it, but any packages received without a valid RA# will be returned (COD) to the sender. Getting an RA# is simple. Just contact us with your request. A “customer service representative” (likely Mac or Karen) 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:
Brooklyn Copper Cookware, Ltd.
Attn.: Dan Moore
1700 Elida Road
Lima, OH 45805
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, to recap: we’re asking you to 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? Lastly, 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.
Lost / 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.
Needless to say, once a shipping company (UPS, FedEx, USPS, etc.) has control of a package, BCC has ceded custodianship. We’ll do everything we can to remedy a lost or damaged shipment, but ultimately we have to defer to the shipper’s accounting for events beyond our control. Surrendering custodianship does entitle both you and us to “claims” on the value of a shipment, but not to a guaranteed outcome. In other words, BCC and its customers enter into relationship with any shipper BCC uses at our own risk, which the shippers themselves spell out in their own terms and agreements (much more densely than we are doing here).
Buyer’s Remorse:
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 wares (Actual email: “How was I supposed to know 9.5 pounds is so heavy? That’s, like, 10 pounds!”), changes their mind after receiving them, or somehow just does not like the pan (what’s not to like about having the best?).
If it looks like our doing business together is just not going to work out, then we will accept non-defective returns subject to inspection for signs of handling and/or use, and application of appropriate cleaning and buffing charges (varies by pan and/or cover) deducted against any refund due.
Stock Policy:
As previously noted, your order is for one-of-a-kind goods. 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.
Fraud Policy:
Brooklyn Copper Cookware, Ltd. 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, and our credit card processors are fully PCI-DSS compliant. 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 we risk taking a loss on the sale. We take a lot of time to make expensive items, so we’re extra careful.
Chargeback fraud is where we deliver BCC as promised and a card-holder breaches their contract with us (as provided here) and violates their agreement with their card issuer (as well as their issuing bank) by keeping the delivered order while charging-back the amount paid. We take care to record all our financial, production and shipping interactions for every order and are prepared to defend against fraudulent chargebacks. We consider chargeback fraud theft and will prosecute it as such, inclusive of civil, criminal and procedural actions pursuant to statutes in both our home jurisdiction(s) and that of the card-holder.
Given that the customers BCC attracts are generally very well-informed about BCC owing to the nature of the wares we sell, as well as by our website and reputation, we suffer less fraud generally than most online merchants. But we have to take a position here and it’s not lying down.
Privacy:
Brooklyn Copper Cookware, Ltd. will never sell, rent or abuse the privilege of your acquaintance. We do not store any sensitive customer information (such as credit card numbers), and all orders are manually reviewed. As a matter of principle, BCC will never seek to capitalize on the fact that we need certain bits of your data to do business with you. We exist to sell cookware to you, not to sell you or anything about you to anyone else.
Below is a lot of detail about how we go about collecting and using data you provide us, how it comes to us, what we keep, what we don’t, and lots of ways for you to preserve complete control over your personal information. We may need it to do our work, but we understand and respect that you own your personal data, and we appreciate your letting us borrow it.
Now, on to the nitty-gritty:
We use the occasional non-permanent cookie (or “log file”) to keep track of certain actions you might take on our website, such as identifying your shopping cart should you temporarily drop your connection or leave the website, and how you’re coming to us, such as browser type, router or device IP address, what time it is where you are and what BCC pages you visit. Log file information helps BCC know what people who visit the BCC shop are interested in, and, more importantly, helps us screen for fraud or deceptive uses of the BCC site, which protects our customers and our ability to do business.
BCC does not use tracking or other persistent cookies, but should you choose to establish an account with us in order to, for example, remember or auto-fill information for future orders or other transactions, our vendors do provide persistent cookies that facilitate account management and other interactions with you. Other of our third-party vendors (such as our email manager, shopping cart provider, etc.) also use cookies for various functions. For more information about cookies, their uses, benefits, and how to disable them, visit https://www.allaboutcookies.org.
We also use remarketing advertising services, which explains why you may see ads for BCC products you’ve viewed. Our remarketing services are provided by Google, Facebook, and other companies that show our ads on various websites across the Internet. We’d like to encourage you to revisit our site, connect with us and hope you’ll buy BCC, so we endeavor to show you pieces you’ve already expressed an interest in (which we hope might be more pleasant for you than just seeing random internet ad flotsam floating in from wherever). Many companies use remarketing for similar purposes, so you may see ads for our products among many other things in which you’ve expressed “interneterest”. For this to happen Google and other remarketing providers read a cookie that is either already in your browser, or gets placed in your browser when you visit our site or other sites using remarketing.
Remarketing and other such functions can only happen if your browser is set to let them happen, and all browsers allow you to control the use of our, our vendors’, and any other cookies. If your cup of tea doesn’t include cookies, opting out is easy:
You can opt out of Google’s use of cookies and remarketing at this link: https://support.google.
You can opt out of Facebook’s use of cookies at this link: https://www.facebook.
You can also opt out using the Network Advertising Initiative “opt out” page at: https://optout.
You can opt out of Bing’s use of cookies and remarketing at this link: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: https://optout.aboutads.info/.
Every browser allows you to edit or block particular cookies in its settings or preferences, so you can pick and choose who gets to be in your picture.
Please note that, since the BCC site does not track, we do not alter the site’s data collection and use practices when we see a Do Not Track signal from your browser.
While BCC doesn’t use persistent cookies or keep credit card information, the information we do keep (such as your email, shipping address, phone number, order history, etc.) we use to process your transactions, get in touch with you regarding existing orders or company news, and (generally) provide you with the best possible experience we can.
No matter where you come from, all our customers have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted.
If you’d like us to delete or modify your transaction information for any reason, just let us know through the contact page, by phone, or at hello@bccookware.com.
Additionally, if you are a European resident please note that we use your information in order to fulfill contracts we might have with you (such as if you place an order through the BCC site), or otherwise to pursue our legitimate business interests as above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
Of course, if we’re notified by legitimate authorities of a legal obligation (subpoena, etc.) to release such information as we have, we’d have to answer such a request.
We may update this privacy policy from time to time, but will always to the maximum of our ability align our policies with the General Data Protection Regulation best practices (effective May 25, 2018), and, not incidentally, how we as human beings using the internet wish our own information to be treated.
That should cover it.
Shipping Times:
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 certain 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 (free, express, etc.) and by the distance between your address and our shop. We do not refund orders in the event that a pan does not arrive as quickly as expected. After all, we keep practically no inventory – which goes hand-in-hand with “hand-made”. We do not refund orders because a pan 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 tight deadline, we recommend contacting us prior to purchase. We’re not afraid to say that in certain situations visiting a store selling our competitor’s goods might be your best bet.
Most orders ship from our “fulfillment center” (aka, our tinning and polishing shop): Brooklyn Copper Cookware, Ltd. 1700 Elida Road, Lima, OH 45805 We take trouble to ensure that every order is accurately processed. Our web site is fully integrated with our shipping department (aka, Dan or Keith), providing every customer with the lowest possible shipping cost (usually free!).
You’ll get tracking numbers and information for all orders. It’s easy to 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 and our best work.
General:
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.
It seems silly to have to note this given what we make, but, again, the legal watchdogs say we have to say it: In using the Brooklyn Copper Cookware, Ltd website you represent that you are of the legal age of majority in your locality.
There, we said it.
Thanks for reading through all this. We’ll do our best for you.