Warranty and returns
At our online nougat shop – Turrones La Colmena, product returns are accepted in the following cases:
- If you notice any damage to the parcel. In this case, DO NOT accept the delivery and inform the carrier of the reason for refusal.
- If the products are not in good condition, whether due to a manufacturing error or a packaging fault.
- If the products sent do not match those in your order.
In any of these cases, you must contact us by email at pedidos@turroneslacolmena.com, indicating what the issue was. We will contact you to arrange collection and resolve the issue. In these cases, the company will cover the shipping costs.
Right of Withdrawal and Refund Policy
In accordance with the right of withdrawal and returns under Article 102 of Royal Legislative Decree 1/2007, the consumer shall have the right to withdraw from the contract in accordance with the following paragraphs:
Time limit for exercising the right of withdrawal:
- You may exercise the right of withdrawal without providing any justification within a period of 14 calendar days.
- The withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, received the goods.
How to exercise the right of withdrawal:
- To exercise the right of withdrawal for products purchased exclusively from TURRONESLACOLMENA.COM, you must contact our Customer Service by sending an email to pedidos@turroneslacolmena.com, clearly stating your decision to withdraw from the contract.
- The right of withdrawal shall be deemed to have been exercised within the time limit when you have sent us the communication relating to the exercise of this right before the relevant period has ended, under the terms indicated above.
- The return must be made within 14 calendar days from the date of notification. You can download the withdrawal form HERE.
Consequences of withdrawal:
If you exercise the right of withdrawal, we will refund all payments received from you, including delivery costs, except if you chose a delivery option other than the least expensive standard delivery option (in which case the additional costs arising from this will not be refunded), without undue delay and, in any event, no later than 14 calendar days from the date on which we receive the return.
We will issue the refund using the same payment method used for the purchase, at no cost to you as a result of the refund, except for the costs of returning the product. In all cases, the returned products must be in perfect condition, in their original packaging, and with all accessories.
Returns will not be accepted for the following products, in accordance with Article 103 of Royal Legislative Decree 1/2007:
- Sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery (nougat, chocolates, packaging, etc.).
- The supply of goods which, after delivery and taking into account their nature, have been inseparably mixed with other goods.
Returns will not be accepted for products that, due to misuse or lack of the original packaging, cannot be put back on sale, unless they were sent in poor condition by us or have a manufacturing defect.
If you receive the order with damage caused during transport, it is important that you take some photographs of the packaging and the damage to support a possible claim with the carrier, and you must note it on the delivery note that you sign with the courier.