Return and Refund Policy
1. Return Policy
Our return policy is governed by Royal Legislative Decree 1/2007, dated November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users, as well as by Law 7/1996 on Retail Trade Regulation, amended by Law 47/2002 to adapt it to European Directive 97/7/EC.
Within this framework, customers of Ricepaella. DAVID MONTERO MIGUEL have a period of 14 days to exercise their right of withdrawal by making an unequivocal statement indicating their decision to cancel their purchases.
2. How to Make a Return?
In order to provide the best user experience, the usual method for returns at Ricepaella. DAVID MONTERO MIGUEL is also the online method through https://ricepaella.com/.
To initiate a return, please access the “MY ACCOUNT” section of the store. Here, you can locate your orders and select the products you wish to return. Please send us an email at firstname.lastname@example.org indicating your order number and the products to be returned. We will contact you as soon as possible to provide instructions for the return process.
Once the return has been requested, you should prepare the package in the same condition and packaging as received upon delivery. After receiving our confirmation, the package will be collected within approximately 48/72 hours by a courier who will pick it up at the same address indicated in the order. Return shipping costs will be borne by you, unless it’s a return due to our error or if the product is found to be defective, in which case the return shipping costs will be covered by us.
Within a maximum of 7 business days from the correct reception in our warehouse, the refund will be processed using the same payment method that was used in the original order.
Please note that for credit/debit card refunds, depending on the specific bank used, it might take up to 30 days to be effective.
The customer assumes the return shipping costs, which depend on the weight and volume of the package. If the package fits within a shoebox and weighs no more than 2 kilograms, there will be a deduction of 7 € directly from the refund.
EXCEPTIONS: If the package exceeds 2 kilograms in weight or volume, the return costs that will be deducted from the refund, as stipulated by law, vary based on the costs set by the courier, regardless of whether free shipping costs were applied to the purchase.
Please keep this in mind.
Once the refund is processed on our end, you will receive an email confirmation with a link to download the credit note.
3. Are there products that CANNOT be returned?
Based on the current law cited at the beginning of this page, NO returns are accepted for the following:
- Items not suitable for resale. They must be returned in the same condition as received, with their original individual packaging and all tags, in perfect condition. Used items are not accepted.
- Items identified with the “Encargo” (Special Order) seal: Handmade, custom-made items exclusively for the customer.
- Imported items ordered on special request.
- Items that come into contact with the body for use: For hygiene reasons, returns or exchanges are not accepted for these items. Examples: stockings, underwear… Returns will only be accepted if they are opened only to be returned in their original packaging with all tags intact.
4. Order Cancellations
Orders can be canceled at any time as long as they have not entered the preparation or shipping phase. If the order includes one or more SPECIAL ORDER items, it does not allow for cancellation or return, unless the cancellation is communicated within the first 24 hours from the initial order date.
Ricepaella. DAVID MONTERO MIGUEL reserves the right to cancel an order in the event of:
- System failure: If errors occur in the order due to system errors, it is considered a case of force majeure in which we reserve the right to cancel the order to ensure the best customer service.
- Stock error: Occasionally, though not common, there can be a lapse in synchronization and stock updates due to two or more simultaneous purchases of the same unit. This can happen with items with aggressive offers and high demand. In this case, we cannot guarantee delivery dates for the product and reserve the right to inform you, cancel the order, and refund the amount immediately.