Refund policy
POSSIBLE RETURN CASES
Defective products, lack of conformity or damage during transport
If the Customer considers that the product received is defective, does not conform to the contract, has been damaged during transport or does not correspond to the product ordered, they must contact Jamonería Cobel as soon as possible at info@lajamoneriadecobel.com, stating the order number and describing the issue.
To facilitate the assessment and handling of the incident, we recommend providing photographs of the product, the outer packaging and any damage or irregularities detected, whenever possible.
If the product presents a lack of conformity attributable to Jamonería Cobel, the Customer's rights under applicable legislation shall apply.
Where the product is required to be returned, Jamonería Cobel will bear the applicable shipping and return costs. Where the solution is to replace the product, Jamonería Cobel will resend the replacement product at no additional cost to the Customer.
Damage caused during transport
If the package shows significant or visible damage at the time of delivery, we recommend that the Customer record the incident on the delivery note or in the receiving system used by the carrier.
The Customer should also notify info@lajamoneriadecobel.com of the incident as soon as possible and preferably within 24 hours of delivery, providing photographs of the packaging and product whenever possible.
Reporting the incident within this period facilitates the handling of the claim with the transport company, but does not limit or exclude any rights legally available to the Customer regarding conformity or warranty.
FOOD PRODUCTS, STORAGE AND PRESENTATION
Jamonería Cobel sells cured products, charcuterie, cheeses, preserved foods and products that are cut, sliced, prepared or packaged according to the weight or format selected.
Due to the nature of these products, natural variations in appearance, colour, texture, aroma, shape or presentation may occur and do not, in themselves, constitute a defect or lack of conformity.
Product images are for illustrative purposes only and the final presentation may vary. For products that are cut, sliced, boned, packaged or prepared according to the selected weight or format, the option selected during the purchase will apply.
The Customer must follow the storage and consumption instructions provided with the product. Once the product has been correctly delivered, Jamonería Cobel shall not be liable for deterioration resulting from improper storage or handling by the Customer.
RETURNS UNDER THE RIGHT OF WITHDRAWAL
For products for which the right of withdrawal is legally applicable, the Customer has a period of 14 calendar days from receipt of the product to notify their decision to withdraw from the contract, without having to provide a reason.
The exercise of the right of withdrawal must be communicated by email to info@lajamoneriadecobel.com or through any other legally valid notification mechanism.
Where the right of withdrawal applies, the Customer must return the product under the conditions established by law, taking into account the applicable exceptions and limitations depending on the nature of the product.
The direct costs of returning the product shall be borne by the Customer, unless applicable law requires them to be borne by Jamonería Cobel.
The refund will be made using the same payment method used for the purchase, unless the Customer has expressly agreed to another method.
Where withdrawal applies, Jamonería Cobel may withhold the refund until the goods have been received or until the Customer provides proof that they have been returned, as legally applicable.
EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL
Due to the nature of certain products sold by Jamonería Cobel, the right of withdrawal shall not apply where legislation provides for an exception.
In particular, in accordance with Article 103 of Royal Legislative Decree 1/2007 of 16 November, the right of withdrawal shall not apply to:
· The supply of goods that are liable to deteriorate or expire rapidly.
· The supply of goods made to the consumer's specifications or clearly personalised.
· The supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
These exclusions shall apply only where the legally established circumstances are met.
In particular, certain food products, due to their nature, storage requirements or best-before date, may be excluded from the right of withdrawal where they are liable to deteriorate or expire rapidly.
The exclusion of the right of withdrawal does not affect the Customer's rights where there is a lack of conformity, defect or error in the product received.
If there is any doubt as to whether a particular product may be returned, the Customer should contact Jamonería Cobel in advance.
WARRANTY AND LACK OF CONFORMITY
Jamonería Cobel shall be liable to the Customer for lack of conformity existing at the time of delivery of the products, in accordance with applicable legislation.
Unless proven otherwise, products shall be considered to conform to the contract when:
- They correspond to the description provided by the seller and have the qualities and characteristics presented by Jamonería Cobel to the Customer.
- They are fit for consumption and for the use or purpose corresponding to their nature and characteristics, in accordance with the information provided by Jamonería Cobel and the storage and consumption conditions indicated.
- They have the characteristics, quality and performance reasonably expected of food products of the same type, taking into account their nature, composition, production, storage and, where applicable, their best-before date.
The application of this legal regime shall take into account the nature, characteristics and shelf life of food products, particularly where products have a limited shelf life or are subject to a best-before date.
The legal warranty does not mean that a food product must retain its characteristics for a specific period independently of its nature or best-before date. Rather, it refers to the legal liability regime for lack of conformity that may exist at the time of delivery.
PROCEDURE FOR HANDLING AN INCIDENT
In order to properly process any return, claim or incident, the Customer should provide, whenever possible:
- Order number.
- Customer's name.
- Description of the issue.
- Photographs of the product.
- Photographs of the packaging, when the issue may be related to transport.
- Any other information that may help determine the cause of the incident.
Once the request has been received, Jamonería Cobel will assess the case and inform the Customer of the steps required to resolve it.
The Customer should not return any product on their own initiative without first contacting Jamonería Cobel and receiving the corresponding instructions, unless otherwise required by law.
Jamonería Cobel will endeavour to resolve incidents as quickly and appropriately as possible, while respecting the Customer's rights under applicable legislation.