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Change and refund policy

SHIPPING CHARGES

IMPORTANT: Should it be discovered upon delivery by the carrier that there is a lack of conformity, or the merchandise is visibly damaged, it must be stated as such on the carrier’s delivery note and brought to the attention of VILA HERMANOS CERERIA, S.A. immediately, or within 24 hours of the receipt of goods, by contacting the after-sales department of VILA HERMANOS CERERIA S.A.. In any case you must always verify that the goods have been delivered in perfect condition and it is always recommended that you write on the delivery note “CONFORMS WITHOUT EXAMINATION” to be able to claim later, as otherwise it will be assumed that the products were received in correct condition.

ORDER RETURN

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

Once the period of fourteen (14) calendar days comes to an end, VILA HERMANOS CERERIA, S.A. will no longer accept returns due to order cancellation.

The procedure for cancelling an order will begin by the customer placing a request by opening management through the Customer Service Department that appears on the website and sending it to VILA HERMANOS CERERIA, S.A. The Customer Service Department will respond within a maximum period of 48 hours from receipt of the request, advising instructions for return, should it be approved.

Once the return number is received by the client, they will have a period of seven (7) days in which to return the goods, beginning from the return notification to VILA HERMANOS CERERIA, S.A., by sending us the product (indicating on the parcel the return number assigned) to the following address: Pol. Ind. La Costera, s/nº. 46869 Atzeneta de Albaida (Valencia).

VILA HERMANOS CERERIA, S.A. will check the quality of the returned product in their warehouse, reserving the right to refuse the refund should they discover the product has not been received in perfect condition. Take into account particularly that VILA HERMANOS CERERIA, S.A. will verify the merchandise when it arrives at our installations and that under no circumstances will be made responsible for potential damages caused by transport companies not contracted by VILA HERMANOS CERERIA, S.A..

Should the customer want VILA HERMANOS CERERIA, S.A. to manage a collection of merchandise, they will have to: contact our customer service department, sending us photos of the product to be returned before and after being packaged, in order to verify that the goods are in perfect condition before being collected by the transport company. 

It is important that the original product box be kept during the cancellation period, since, should the goods not be received in their original packaging, the value of the product received will be reduced to zero.

VILA HERMANOS CERERIA, S.A. will manage the refund of the returned merchandise through the same method of payment that was used by the client for the purchase of the Products. There will be no refund provided for any additional costs for delivery, cash on delivery, installation nor start-up, if there were any. The payments will be made in EUROS.

ORDER CANCELLATION

Should the customer wish to cancel an order that they have already transmitted, which is in the process of manufacture or importation, they will need to cover all costs incurred, such as transport, customs costs, etc.

VILA HERMANOS CERERIA, S.A. reserves the right to accept or cancel any order, returning any cost incurred by the customer and remaining exempt from any other obligation.