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Change and refund policy


Receipt of orders In the event of any dispute at the time of delivery by the carrier, or the merchandise is visibly damaged, this must be recorded on the carrier's delivery note and made known to VILA HERMANOS CERERIA , SA immediately or within 24 hours of receiving the merchandise by contacting the VILA HERMANOS CERERIA, SA after-sales service department. In any event, you should always verify that the merchandise has been delivered in perfect condition and it is advisable to always write on the carrier's delivery note "CONFIRMED SUBJECT TO INSPECTION" in order to be able to claim later, as otherwise receipt of the product is assumed.


The Client will have a maximum period of fourteen (14) calendar days from delivery of the product to withdraw, totally or partially, from purchase of the product, in accordance with applicable legislation.

After the period of fourteen (14) calendar days has come to an end, VILA HERMANOS CERERIA, S.A. will not accept returns or refunds for withdrawal of product purchases.

The procedure for returning an item begins with a Client request by contacting the Customer Service Department that appears on the website and sending it in to VILA HERMANOS CERERIA, S.A. The Customer Service Department will reply within a maximum period of 48 hours from receipt of the request, assigning return instructions if applicable.

Once the assigned return number has been received by the Customer, they can return their item within seven (7) days from the notification of withdrawal to VILA HERMANOS CERERIA, SA, sending us the product (indicating the assigned return number on the shipping package) to the following address: Pol. Ind. La Costera, s / nº. 46869 Atzeneta de Albaida (Valencia).

Back at its warehouse, VILA HERMANOS CERERIA, S.A. will verify the adequacy of the returned product, reserving the right not to make the refund in the event of detecting that the purchased product was not received back in perfect condition. Please bear in mind that VILA HERMANOS CERERIA, S.A. will verify the merchandise when it arrives at our facilities and under no circumstances will be responsible for any possible damages caused by transportation companies not contracted by VILA HERMANOS CERERIA, S.A.

In the event that VILA HERMANOS CERERIA, S.A. organises collection of an item/merchandise, you must: contact our customer service department, send us photographs of the item to be returned before and after packaging to verify that the item is in perfect condition prior to being collected by the transportation company.

It is important that you keep the original box containing the merchandise during the withdrawal/cancellation period since in the event that it is not received in its original packaging, this will decrease the value of the product, which may even decrease to zero.

VILA HERMANOS CERERIA, S.A. will organise refund of the amount corresponding to the returned merchandise via the same payment system used by the Client for the original acquisition of the Product/s. No additional shipping costs, or cash on delivery, or installation and start-up, if any, will be returned. Payments will be made in EUROS.


Cancellation by the client of an order placed, and which is in the manufacturing or import process, will entail covering all expenses such as transportation, customs expenses, etc.

VILA HERMANOS CERERIA, S.A. reserves the right of admission and cancellation pertaining to any order, being empowered to return the amount paid by the client and remain exempt from any other obligation.