Shipping and returns

Shipping

SHIPPING TIMES

The estimated delivery time is 24/48 hours during working hours. However, upon receipt of the order you will be informed in a very precise way. You can also contact us and we will be pleased to inform you.

If you need your order before the indicated delivery time, please contact us. We can deliver your order within 19 hours after receiving the order confirmation. We can not guarantee that the products you request will be in stock, as there are many references, but if necessary we will find a solution so that you can have your items or some of the same characteristics within the requested period.

SHIPPING COSTS

Shipping costs depending on the amount of the order, will be calculated and included in the process of finalizing the purchase.

For orders to the Canary Islands, Ceuta, Melilla and Andorra, all fees and associated taxes are borne by the buyer in accordance with current legislation. In this shipment will be taken as declared value for customs purposes the amount of the invoice in euros. The amount of taxes and customs duties vary in each country, they must be paid in cash upon receipt of the shipment by the recipient.

FAULTS OR INCIDENTS IN THE SHIPMENT

If upon receipt of the order by the transport agency, the customer observes any type of damage to the packaging, blow or stain, it should be noted on the delivery note of the agency. After that and once verified the problems in the order received will send the claim to La Remedios within a maximum period of 3 days from receipt of the same, through the web or via email info@laremedios.com, with information on the product or products damaged or missing. La Remedios may require additional information such as photos, product, or delivery note from the agency to process the incident. Once verified, we will proceed to its resolution, within a maximum period of 24-48h from the receipt of the complete information.

Returns

CANCELLATION AND/OR RETURN

When the customer receives a product with which he/she is not satisfied, he/she must communicate it within a maximum period of 3 days from the reception of the order, filling out the claim form, to: pedidos@laremedios.com. The product must be sealed, as it was sent to the customer and must be returned properly protected so that it arrives at La Remedios in perfect condition. The Customer Service Department will solve the claim and will accept it or not depending on the state of the product.

If the claim has been accepted, La Remedios will request the return of the goods in your next order or you can send it to the following address: REMEDIOS MARKET S.L., Avenida de La Arboleda, 68-70, 41940 Tomares (Sevilla), assuming the customer in both cases the direct cost of returning the goods. The returned product must be in its original packaging and must contain all the components that came with it. In addition, the box must be in good condition, so that it is suitable for sale. If these conditions are not met, La Remedios may decline the return, returning the product to the customer.

1.PRODUCT RETURNS.

The return of a product, as well as its corresponding amount will be executed when no more than 14 days have elapsed from the date of receipt. Provided that the product does not present any of the conditions mentioned:

If the product presents defects, or any other type of use that makes the product cannot be considered as new, we will not be able to take charge of the return. Therefore, if the product has been unsealed from its original packaging and shows signs of tampering or has been altered or misused, the right of return cannot be exercised for reasons of health protection and hygiene.

Refunds will always be for the product in question, and not for the total order. That is, if the order placed carries several products LA REMEDIOS will bear the cost of collection and shipping generated by the defective product. For the rest of the products, the customer must exercise the right of withdrawal (see point 2).

If the Customer cancels a confirmed order when it has already left the premises of LA REMEDIOS to its destination, or does not accept the package on arrival, LA REMEDIOS may require payment of transportation costs incurred and therefore pay the full refund after deducting the shipping costs incurred in the delivery and return of the goods. This refund will be made within a maximum period of 14 days once the product has been received and reviewed by our professionals.

MY ORDER HAS ARRIVED WITH SIGNS OF HAVING BEEN TAMPERED WITH AND/OR DAMAGED, HOW DO I PROCEED?

We are very sorry to hear that because at LA REMEDIOS we are very concerned about you receiving your order in perfect condition and delivery time.

In case of receiving the order with damages caused during the transport, it is important that you take some photographs of the packaging and the damages that support a possible claim before the transport agency at the same moment of the reception of the order, and you will have to write it down in the delivery note that you sign to the deliveryman.

After 24 hours from the reception of the order and without communication that ratifies such inconvenience in the delivery, the term to open possible claims to the carrier about products with damage inside the package will be concluded. That is why it is very important that you check everything!

MY ORDER HAS ARRIVED, BUT THERE IS AN ITEM THAT DOES NOT CORRESPOND, WHAT DO I DO?

First of all, we have to apologize. It is not something that happens frequently and we know the inconvenience that this implies, but do not worry about anything because we will correct it immediately.

In case you receive the order with a product that does not correspond to what you ordered, it is important that you contact Customer Service as soon as possible.

From LA REMEDIOS we will take care of sending the correct product again as soon as possible without any cost for you.

The transport agency will deliver a new package and will ask you to pick up the products that arrived in error. In order to preserve the condition of these products, we always ask you to put them in the box in which you received the first order. This way it will be protected on its way back to our facilities.

2. RIGHT OF WITHDRAWAL

WHAT IS THE RIGHT OF WITHDRAWAL?

The consumer law defines the right of withdrawal as the possibility for the consumer or user to cancel the contract concluded, notifying the other party within the established period, without the need to justify the decision and without penalty of any kind.

According to the right of withdrawal and refunds of Article 102 of RDL 1/2007, the consumer will have the right to withdraw from the contract in accordance with the following paragraphs:

Deadlines for the right of withdrawal: You may exercise the right of withdrawal without justification within 14 calendar days from receipt of the order and the relevant communication regarding the exercise of this right.

To exercise the right of withdrawal with respect to products purchased exclusively at LA REMEDIOS.COM, you must contact our Customer Service Department by sending an email to info@laremedios.com to unequivocally state your decision to withdraw from the contract.

The right of withdrawal will be understood to be exercised within the deadline when you have sent us the communication regarding the exercise of this right before the end of the corresponding period, in the terms indicated above.

IS THERE ANY COST TO RETURN A PRODUCT IF THE RIGHT OF WITHDRAWAL IS EXERCISED?

The exercise of the right of withdrawal will not involve any cost to the consumer and user, ie, no penalty of any kind can be charged for returning the product within the period stipulated by law.

Therefore, in the event that you exercise the right of withdrawal we will refund all payments we have received from you, including delivery costs, no later than 14 calendar days from the date we receive the return for review and verification.

However, LA REMEDIOS may require you to pay for the shipping costs incurred for the return of the products, which in this case will be borne by the buyer. That is, you as a consumer will have to send the products by the means it deems appropriate to exercise its right of withdrawal or LA REMEDIOS will offer the possibility of collection. In case of selecting the second option, from LA REMEDIOS we will inform you of the rates and the amount will be deducted from the total return once reviewed and checked the goods after written acceptance on your part.

HOW AND WHEN DO I GET MY MONEY BACK?

LA REMEDIOS is obliged to refund the amounts paid to the consumer, including, where appropriate, the costs of delivery, without withholding expenses and without undue delay before fourteen calendar days have elapsed from the date on which it has been informed of the decision to withdraw from the contract by the consumer and user.

We will proceed to make the refund using the same means of payment in which the purchase was paid without incurring any costs as a result of the refund, except for shipping costs generated from the return of the product if they were initially paid by LA REMEDIOS for collection (prior agreement of the customer with such shipping costs incurred). In all cases, the products to be returned must be in perfect condition, in their original packaging and with all their accessories.

IS IT ALWAYS POSSIBLE TO EXERCISE THE RIGHT OF WITHDRAWAL, OR ARE THERE CASES IN WHICH IT IS NOT?

In some cases, such as online purchases, or in contracts signed at a distance (by telephone or over the Internet, for example), there is always the possibility of exercising the right of withdrawal, and, as a minimum, there is a period of 14 calendar days to do so.

In this case, the legislation protects the consumer in a special way, since he/she has not had the opportunity to physically see the product at the time of purchase or when contracting the service.

There are some exceptions to the right of withdrawal in purchases and distance contracting, among others:

  • The provision of services, once the service has been fully executed, with prior express consent of the consumer and user.
  • Goods or provision of services whose price depends on financial market fluctuations that the entrepreneur cannot control and that may occur during the withdrawal period.
  • Goods made to the specifications of the consumer and user or clearly personalized (e.g. custom-made clothing).
  • Goods that are likely to deteriorate or expire quickly.
  • Sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
  • Sealed sound or video recordings or sealed computer programs that have been unsealed by the consumer and user after delivery.
  • Daily newspapers, periodicals or magazines, with the exception of subscription contracts for the supply of these publications. - Contracts concluded by means of public auctions.
  • Accommodation services (for purposes other than housing), transportation of goods, car rental, food or services related to leisure activities, if the contracts provide for a specific date or period of performance.
  • Digital content that is not provided on a tangible medium, where performance has begun with the prior express consent of the consumer and user.

Except in the case of a manifest, clear and obvious defect of the product in question, i.e. a defect in its manufacture. In that case, and in the course of the first 14 calendar days from purchase if the application of the right of withdrawal would be contemplated after the possible loss of confidence that the customer may feel about the product in question.

In this case, you would have the option of reimbursement of the amount including delivery and collection shipping costs (if any) or offer the possibility of making a replacement or exchange for different products whose value is equal to that of the defective product without incurring any cost in the management.

After these 14 calendar days and for all other cases you must invoke the RIGHT OF WARRANTY.

3. ARTICLES OF INTEREST

EXTRACT FROM THE OFFICIAL STATE GAZETTE (B.O.E.)

Article 103 Exceptions to the right of withdrawal

The right of withdrawal shall not apply to contracts relating to:

  1. The provision of services, once the service has been fully executed, when the execution has begun, with prior express consent of the consumer and user and with the recognition on his part that he is aware that, once the contract has been fully executed by the entrepreneur, he will have lost his right of withdrawal.
  2. The supply of goods or the provision of services whose price depends on fluctuations in the financial market that the entrepreneur cannot control and that may occur during the withdrawal period.
  3. The supply of goods made to the specifications of the consumer and user or clearly personalized.
  4. The supply of goods that are likely to deteriorate or expire rapidly.
  5. The supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and have been unsealed after delivery.
  6. The supply of goods which after delivery and taking into account their nature have been inseparably mixed with other goods.
  7. The supply of alcoholic beverages whose price has been agreed at the time of concluding the sales contract and which cannot be delivered within 30 days, and whose actual value depends on market fluctuations beyond the entrepreneur's control.
  8. Contracts in which the consumer and user has specifically requested the trader to visit him for urgent repair or maintenance operations; if, during such visit, the trader provides additional services to those specifically requested by the consumer or supplies goods other than the spare parts necessarily used to carry out the maintenance or repair operations, the right of withdrawal should apply to such additional services or goods.
  9. The supply of sealed sound or video recordings or sealed computer programs that have been unsealed by the consumer and user after delivery.
  10. The supply of daily newspapers, periodicals or magazines, with the exception of subscription contracts for the supply of such publications.
  11. Contracts concluded by means of public auctions.
  12. The supply of accommodation services for purposes other than the provision of housing, transportation of goods, car rental, food or services related to leisure activities, if the contracts provide for a specific date or period of performance.
  13. The supply of digital content that is not provided on a tangible medium where performance has begun with the prior express consent of the consumer and user with the knowledge on his part that he consequently loses his right of withdrawal.

Title III of Book II drafted in accordance with the provisions of paragraph twenty-eight of the sole article of Law 3/2014, of March 27, which amends the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by R.D. Legislative 1/2007, of November 16 ("B.O.E." March 28). The provisions of the aforementioned Law shall apply to contracts with consumers and users entered into as of June 13, 2014.Effective: March 29, 2014 Effects / Application: June 13, 2014.

Article 104 Time limit for exercising the right of withdrawal

Without prejudice to the provisions of Article 105, the withdrawal period shall end after 14 calendar days counted from:

a) In the case of service contracts, on the day of the conclusion of the contract.

b) In the case of sales contracts, on the day on which the consumer and user or a third party indicated by him, other than the carrier, acquires the material possession of the goods ordered, or:

  1. In case of delivery of multiple goods ordered by the consumer and user in the same order and delivered separately, the day on which the consumer and user or a third party indicated by him, other than the carrier, acquires the material possession of the last of the goods.
  2. In case of delivery of a good composed of multiple components or parts, the day on which the consumer and user or a third party indicated by him, other than the carrier, acquires the material possession of the last component or part.
  3. In the case of contracts for the periodic delivery of goods during a specified period, the day on which the consumer and user or a third party indicated by him, other than the carrier, acquires the material possession of the first of these goods.

c) In the case of contracts for the supply of water, gas or electricity - when they are not packaged for sale in a delimited volume or in specified quantities - or of district heating or digital content that is not provided on a tangible medium, on the day on which the contract is concluded.

Title III of Book II drafted in accordance with the provisions of paragraph twenty-eight of the sole article of Law 3/2014, of 27 March, which amends the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by R.D. Legislative 1/2007, of 16 November ("B.O.E." 28 March). The provisions of the aforementioned Law shall apply to contracts with consumers and users entered into as of June 13, 2014.Effective: March 29, 2014 Effects / Application: June 13, 2014.

Article 105 Omission of information on the right of withdrawal.

  1. If the trader has failed to provide the consumer and user with the information on the right of withdrawal as set out in Article 97(1)(i), the withdrawal period shall end twelve months after the date of expiry of the initial withdrawal period, determined in accordance with Article 104.
  2. If the trader has provided the consumer and user with the information referred to in paragraph 1, within twelve months from the date referred to in Article 104, the withdrawal period shall expire 14 calendar days from the date on which the consumer and user receives the information.

You can read the full article here: https://www.boe.es/buscar/act.php?id=BOE-A-2007-20555