Return and Refund Policy
Last update: November 26, 2024
At El Bierzo Gourmet, we want to guarantee your satisfaction with our products. Below, we explain our return and refund policy.
Right of withdrawal
In accordance with current regulations, you have the right to cancel your purchase within 14 calendar days of receipt of the products, except in cases where the regulations exclude this right (for example, perishable products or products that have been unsealed).
To exercise your right of withdrawal, you can send us an email to elbierzogourmet@gmail.com indicating:
- Your full name.
- Order number.
- Products you wish to return.
- Reason for return.
2. Products not eligible for return
We will not accept returns of the following products:
- Perishable products (such as sausages, honey or canned food).
- Products that have been opened, unsealed or handled in such a way that they cannot be reused.
- Customized or tailor-made products.
3. Conditions for accepting a return
So that we can accept your return:
- The product must be in its original packaging, without damage or signs of use.
- The product must be returned together with the invoice or proof of purchase.
4. Return process
- Contact us in advance: Write to elbierzogourmet@gmail.com to notify us of your intention to return a product.
- Shipment of the product: Once the return has been accepted, you must send the product to the address we indicate. Shipping costs will be at your expense, unless the product is defective or sent by mistake.
- Product review: Upon receipt of the product, we will verify its condition before proceeding with the refund.
5. Refunds
If your return is accepted:
- We will process the refund within 7 business days of receipt of the product.
- The refund will be made by the same payment method used for the purchase, unless we agree another method with you.
- In case of defective products or shipping errors, we will also reimburse the initial shipping costs.
6. Damaged or defective products
If you receive a bad or defective product:
- Notify us within 48 hours of receipt of order.
- Send us pictures of the product and packaging to elbierzogourmet@gmail.com.
- We will replace the product at no additional cost or, if you prefer, refund the amount paid.
7. Product changes
We do not offer direct product exchanges. If you wish to exchange a product, you must return it following the above instructions and place a new order.
8. Contact
For any questions or complaints, you can contact us at:
E-mail: elbierzogourmet@gmail.com