The following is the returns and exchanges policy of Eat Good Spain (hereinafter referred to as "we" or "the Company"), applicable to customers purchasing Spanish imported food products through our website (www.eatgoodspain.com). This policy governs the conditions, procedures, and responsibilities related to returns and exchanges. We reserve the right to modify this policy at any time, and changes will be published on this page. Please review it regularly. By purchasing products through this website, you agree to accept this policy.
1. General Principles
Products sold are generally non-returnable and non-exchangeable unless there is a quality issue or delivery error. Please carefully read this returns and exchanges policy before placing an order. Due to the hygienic and perishable nature of food products, we have strict requirements for returns to ensure food safety and customer satisfaction.
2. Eligibility for Returns/Exchanges
If you discover any of the following issues with a product within 1 day of receipt, you may request a return or exchange, provided you meet the following conditions:
- 2a. The product is damaged, has incomplete packaging, exhibits quality issues (e.g., expired or spoiled), is missing, or was incorrectly delivered.
- 2b. Provide valid proof (e.g., order number or receipt) to confirm the problematic product was purchased from our website.
- 2c. Promptly take clear photos of the problematic product and its delivery packaging and send them to us as evidence via the "Contact Us" electronic form on our website, email (info@eatgoodspain.com), or WhatsApp.
- 2d. The product to be returned or exchanged must be unused, unopened, in its original condition as sold, and include all original packaging and accessories.
3. Returns/Exchanges Process
- Application: Contact us within 1 day of receipt, providing a description of the issue and evidence (photos, order details). Applications submitted after this period will not be accepted.
- Review: We will review and respond within 2 working days of receiving the application to confirm eligibility for a return or exchange. If further inspection is required, the problematic product may need to be sent back to the supplier or agent for examination.
- Processing:
- If confirmed as a quality issue or delivery error, we will arrange a replacement of the same product (subject to stock availability) or a refund to the original payment method within 7 working days of approval. Refunds exclude shipping fees unless the error was caused by the Company.
- Exchanges are limited to one time, unless the replaced product still has quality issues.
- If inspection results indicate the issue was caused by human damage or is not a quality issue, we will notify you and discuss handling options, potentially rejecting the return/exchange.
- Return Shipping: Return shipping costs are borne by you unless the issue was caused by the Company or supplier. Please use the original packaging and ensure safe transport.
4. Non-Returnable/Non-Exchangeable Cases
We reserve the right to refuse return or exchange requests in the following cases:
- The product has been opened, used, or has damaged packaging.
- Return/exchange requests made more than 1 days after receipt.
- Lack of valid proof of purchase or shipping documents.
- The product matches the website description and has no quality issues.
- The product was not purchased from our website (www.eatgoodspain.com).
- Return requests due to personal preferences (e.g., taste dissatisfaction) or non-quality-related issues.
5. Refund Arrangements
If a return request is approved, the refund will be processed to the original payment method within 7 working days of confirmation. Refund amounts exclude original order shipping fees unless the error was caused by the Company.
If the same product cannot be replaced due to stock issues, we will offer a refund or an alternative product of equivalent value.
6. Special Notes
- Food Hygiene: Please inspect and store products promptly upon receipt. Spoilage due to improper storage is not considered a quality issue.
- Shipping Damage: Inspect goods in the presence of the delivery personnel. If damage is found, record it immediately and contact us. Goods signed for without immediate damage reports may not be eligible for exchange.
- Force Majeure: In cases of force majeure (e.g., typhoons, shipping delays) preventing timely processing of returns/exchanges, we will make reasonable efforts to assist but bear no additional liability.
7. Contact Us
To request a return or exchange, or for any inquiries, please contact us via:
- Email: eatgoodspain@gmail.com
- WhatsApp: (+852) 9682 1450
In case of any disputes, the Company reserves the final decision and interpretation rights.
