Cancellations and refunds
The customer has the right to request the cancellation of an order at any time and to receive a refund of the full amount paid, except from the moment the order has entered the preparation phase; once it has been prepared, sent or delivered, to cancel an order or return it, either in part or in full, the customer must make use of the right of withdrawal or the right of return, the conditions of which are also specified below.
In those cases in which the order has not yet entered the preparation phase, it will be sufficient for the customer to request the cancellation of the order by e-mail, although it should be borne in mind that a period of time may elapse between receipt of the message and its reading and processing, during which the order may have entered the preparation phase and it may not be possible to stop its dispatch.
Once cancelled, Vero Spain S.L. undertakes to reimburse the full amount paid within a maximum period of 7 calendar days. For this purpose, the same method used for payment will always be used, except in the case of payments by transfer to bank accounts belonging to a non-EU country, in which case the client may choose between (1) accepting the repercussion of any commission that may be generated by transfers to accounts in countries that are not members of the European Economic Area, (2) providing another alternative method, whether it be a Pay account or a bank card.
In the case of refunds to bank accounts or cards in countries with a currency other than the euro, given that the amount to be refunded will be in euros – as was the payment – and in order to avoid unnecessary commissions, the customer may also request to leave the amount as a credit for a future purchase.
In the event that the payment method used at the time of purchase is no longer available (Paypal account cancelled or card expired), the customer may request a refund on another Paypal account, a refund by transfer (with the reservations detailed above for bank accounts belonging to non-EU countries), or also leave the amount as credit for a future purchase; in no case may it be on a card other than the one used for payment of the order.
Once the preparation of the order has been initiated, the order is ready for dispatch, dispatched or delivered, any request for cancellation will be treated as a right of withdrawal. To exercise the right of withdrawal, the customer must communicate his decision in a clear way, free of any ambiguity: either (1) by post, addressed to the registered office of Vero Spain S.L., C/ Mar de Alboran 8, Urb. El Tossal La Nucía, 03530 Alicante, Spain (Spain), (2) by e-mail to [email protected] or (3) by using the Return Form, marking the option to return the entire order in the section on products to be returned. The return of the order in case of withdrawal will also give rise to the refund of the entire order, including shipping costs, except in the case of having requested, for the original shipment, a shipping method with a higher cost than the basic one; in this case, only the amount corresponding to a standard service will be refunded as shipping costs.
In the event of cancellation, it will be Vero Spain S.L. who will organise and assume the costs of the collection and transport to its warehouse of the products that are the object of the return, and will do so through one of its collaborating agencies and according to the usual conditions of a standard service, that is to say, that the client must allow the collection of the products during the day, without the obligation to specify a specific timetable on the part of the agency. The collection must be made at the same address where the original order was delivered. In the event that the client requests collection at another address, this must be previously confirmed by Vero Spain S.L., who reserves the right to request payment of the difference in the event that the cost of transport for collection at this new address is higher than the cost of collection at the original address.
No returns will be accepted for deliveries made to special territories or countries outside the European Union.
Every customer has the right of withdrawal without the need for justification provided that he/she exercises this right within 14 calendar days from the date of delivery of the order, as communicated by the transport agency, or from the return of the order to the transport agency in the event of failed delivery or repeated absence. The right of return due to withdrawal cannot be exercised when there are indications that the products have been opened, manipulated or exposed to unsuitable conditions. And it is mandatory to return the entire shipment in this case, with all products properly protected, in their original packaging and in perfect condition for subsequent sale.
Once the order has been recovered and the appropriate checks on the condition of the products have been carried out, Vero Spain S.L. will reimburse the customer the full amount paid, using the same method used for payment, with the same exceptions and reservations mentioned in the third, fourth and fifth paragraphs of this same section with regard to payments by transfer to bank accounts belonging to a country outside the EEA as indicated, accounts with currencies other than the euro and methods not available.
The refund in the event of withdrawal will be made within a maximum period of 14 days from the date of receipt of the returned order. Returns will not be accepted carriage forward or claims for payment of invoices for organised deliveries by the customer. And it will be necessary to insert a completed copy of the Return Form in the box; in the event that the order is made up of more than one package, a copy of the same in each one.
The customer also has the right to return part or all of an order if any of the products received – except in the case of collector’s bottles, without the right to claim or return – does not meet their expectations or if they realise, after delivery, that they have purchased it by mistake, involuntarily or induced by erroneous or incomplete information published on our website. In this case, the deadline for requesting the return will be 30 calendar days and must proceed in the same way and with the same reservations mentioned for the right of withdrawal for both collection and subsequent reimbursement. The form to be used will be the same Return Form that is used for the case of withdrawal, being necessary in this case to indicate the name of each of the products to be returned; once completed, it must be sent by email to the Customer Service Department of Vero Spain S.L. to agree the terms of the collection; once agreed, the customer must insert a copy of the form in the return package; if the return comprises more than one package, it will be necessary to insert a copy in each box. The refund in this situation – a partial return of an order, or after the 14 days provided for by the right of withdrawal – will only be for products returned in perfect condition, excluding both the shipping costs paid for the original shipment and any supplement paid for gift options (paper or wooden box).
In the event of a content error, Vero Spain S.L. undertakes, after receiving notice of the problem by e-mail, to collect the products sent in error and to send the correct products as soon as possible, always according to availability and usual restocking times, or to reimburse the amount paid for the products purchased and not sent plus the proportional part of the transport, if the situation arises in which the new delivery no longer arrives in time for the purpose for which they were purchased. In the event of a possible lack of availability or delay, Vero Spain S.L. will offer the client the possibility, if desired, of exchanging the product that is out of stock or affected by the delay for another product of a similar price. The client will not have the right to claim any type of compensation for the inconvenience caused by an error of this nature and the period for requesting a refund in this case will also be 30 calendar days.
In the event of an incident during transport (partial or damaged deliveries, delivery to the wrong address, loss of packages or unacceptable delays once the order has been dispatched), the customer is entitled to a replacement shipment as soon as possible. In such eventualities, it is essential that the problem is noted on the delivery note and that the incident is reported within the deadlines set by each transport agency (often as little as 24 hours after delivery). In the event that it is not possible to resend the goods or in the event that they no longer arrive in time, the customer shall be entitled to reimbursement of the products not received in perfect condition as well as the proportional part of the shipping costs.
The customer is also entitled to return a defective product, whether the defect affects its contents (corked wine or other defect) or its exterior (damage to labels, capsules or other decorative elements). In the case of damage to the exterior, the customer must notify the problem within a maximum period of 30 days from the date of delivery of the order and initially submit a photograph showing the problem; for wines with a defect, the period is one year and, when notifying the complaint, the customer must indicate the batch code of the bottle, usually indicated on the back label. Both problems must be communicated, within the aforementioned deadlines, by e-mail to the Customer Service Department, who will inform the customer as soon as possible, and always within 3 working days, whether or not the products will be collected, either to verify the defect or to present it to the producer for analysis or complaint. Until a reply is received, the customer must keep the bottle, with a minimum of 3/4 of its contents and capped with its original cork if it has been opened. Whether it is collected or not, the customer will receive a credit note for the amount paid for the product, excluding postage. In the event that the product is collected, the customer must fill in the Return Form and facilitate collection, which may take place at the same address as the delivery address or at another address if this has been agreed in writing with the Customer Service Department of Vero Spain S.L.
To make any return effective, in any of the cases described in this section, it is essential to first contact our Customer Service Department to inform them of the situation. Vero Spain S.L. will not accept any claim or return if we have not previously received any notification by email and the terms of the return have not been agreed.