Return and Refund Policy

All products offered at caldosantapola.com are guaranteed for the maximum period required by law. The warranty begins the same day the product is delivered and is applicable as long as the product is used under normal conditions of use. In case of complaints or claims, you can contact info@caldosantapola.com.

Return: The product can be returned to the seller if it does not meet the specifications contained on its label, has defects or if the product sent was not the one requested. Within 10 business days (Monday to Friday, except holidays) following receipt of the product, the buyer can contact the seller via email info@caldosantapola.com explaining the reasons for the return (attach a photograph if you consider it necessary).

If the distributors consider that the defect is not due to manufacturing but to an abusive or inappropriate use of the product and that the return is not appropriate, it will be communicated within a reasonable period of time, so that within the following 30 days you can pick it up from the warehouse or, if requested, it will be sent to you on delivery.

RETURN METHOD
The client will communicate his intention to return the product through the mail info@caldosantapola.com, informing the reason for the return. Fill out the return form with the instructions that will appear on the package of the item to be returned.

Option 1: Free home pick-up (when applicable)
You have 30 days after receiving your order to exchange an item or request a refund.

1. PREPARE YOUR PACKAGE WITH THE DELIVERY NOTE
Pack your items securely, in the original packaging if possible, and include the return form. It is important that you indicate in this document the reason for the return.

2. STICK THE RETURN LABEL IN A VISIBLE AREA OF THE PACKAGE
On the delivery note you will find a label with the return address that you will have to stick on your package. If you cannot find it, include in the package/s the following shipping address:
C. de los Mecánicos 46, 03130 Pol. Ind. Alicante (Spain)

3. THE CARRIER WILL COME TO YOUR HOME TO PICK UP YOUR PACKAGE.
Our carrier will contact you to inform you of the day and time of collection if you have followed all the steps indicated in the returns operation.
If it is a return, the refund (if applicable) will be made in the same payment method used in the purchase and within 3 to 12 working days from when we receive your package in our warehouses.

Option 2: Return by mail with shipping costs at your expense.
You have up to 30 days after receiving your order to exchange it for another or request a return by mail:

1. PREPARE YOUR PACKAGE WITH THE DELIVERY NOTE
Pack your items securely, in the original packaging if possible, and include the delivery note. It is important that you indicate in this document the reason for the return.

2. STICK THE RETURN LABEL IN A VISIBLE AREA OF THE PACKAGE
On the delivery note you will find a label with the return address that you will have to stick on your package. If you cannot find it, include in the package/s the following shipping address:
C. de los Mecánicos 46, 03130 Pol. Ind. Alicante (Spain)

3. MAKE THE SHIPMENT
To do this, go to the Post Office and send your package by certified mail or with acknowledgment of receipt. Keep in mind that in the case of returns by postal mail, caldosantapola.com will not accept postage due or cash on delivery shipments and that shipping or return costs will not be paid. Within a period of between 3 and 12 working days from the time we receive your package in our warehouses, your return will be processed.

Refunds: The term for the refund can range between 3 and 12 working days from the time we receive your return in our warehouses. As soon as we verify the status of the returned items, we will send you an email to inform you. Remember that the payment will be made in the same payment method used in the purchase.