At Café los González S.L. we are committed to offering high-quality products and a satisfying shopping experience. Our returns and refunds policy is set out below, in accordance with our Terms and conditions of sale.
1. Right of withdrawal
The User, as a consumer, has the right to withdraw from the purchase within 14 calendar days of receiving the order, without having to give any reason. This right does not apply to products opened after delivery (section 2).
To exercise the right of withdrawal, the User must inform Café los González S.L. of their decision to withdraw from the contract by means of an unequivocal statement, for example an email to devoluciones@cafeslacaribena.com or a letter to Polígono Industrial Rubira Sola, parcela V-2, 04867 Macael (Almería). The User may, if they wish, use the model withdrawal form set out in section 8 of our Terms and conditions of sale, although its use is not compulsory. To meet the deadline, it is enough for the User to send the communication before the period ends.
2. Exceptions to withdrawal
All products (coffee, cocoa, tea and infusions) are delivered sealed, in bags, boxes or capsules. For reasons of health protection and hygiene, a product that has been opened after delivery cannot be returned: the right of withdrawal only applies to unopened products with the seal intact (Article 103(e) of Royal Legislative Decree 1/2007, General Law for the Protection of Consumers and Users, TRLGDCU).
3. Return process
- In the event of withdrawal, the User must return the products unopened and with the seal intact, without any undue delay and, in any event, no later than 14 calendar days from the date on which they communicate their decision to withdraw. The deadline will be considered met if the User makes the return before that period ends.
- Returns must be sent to Café los González S.L., Polígono Industrial Rubira Sola, parcela V-2, 04867 Macael (Almería), unless our customer service team gives the User a different address.
- In the event of withdrawal, the User will bear the direct cost of returning the products. If the product is defective or there was a delivery error on the part of Café los González S.L., the return will cost the User nothing.
- If a product is not in conformity (section 5), it does not need to be unopened or in its original packaging: it is enough to write to devoluciones@cafeslacaribena.com and we will tell the User how to proceed.
4. Refunds
Café los González S.L. will refund the User the payments made, including the delivery costs of the order, within 14 calendar days of the date on which the User informs it of their decision to withdraw. However, it may withhold the refund until it has received the products or until the User has provided proof of having returned them, whichever condition is met first. If the User expressly chose a more expensive delivery option than the cheapest standard delivery (for example, GLS Express instead of GLS BusinessParcel), the difference in price between the two will not be refunded. The refund will be made using the same payment method used by the User in the original transaction, at no cost to the User.
5. Guarantees
Café los González S.L. is liable to the User for any lack of conformity of the products that exists at the time of delivery and becomes apparent within three years of delivery. This is the legal guarantee of conformity under the General Law for the Protection of Consumers and Users (Articles 114 and following). If a product is not in conformity, the User may demand its repair or replacement, at no cost to the User, including delivery costs, or, in the cases provided for by law, a reduction in the price or termination of the contract. To do so, it is enough to write to devoluciones@cafeslacaribena.com.
6. Contact for returns
To start a return request, the User can contact Café los González S.L. by email: devoluciones@cafeslacaribena.com