Our Returns Policy does not affect your statutory rights.

If you would like more information about your legal rights as a consumer, please visit the UK Government website: www.direct.gov.uk or contact Consumer Direct, the UK’s consumer advice service, on 44 8454 04 05 06.

The customer has the right to return the product within 14 days without giving any reason.

The return period expires 14 days from the day on which the customer or a third party designated by the customer, other than the carrier, has acquired physical possession of the goods ordered.

To exercise the right of return, the customer must inform us of their decision to cancel our agreement by means of an unequivocal written statement (e.g. by using the appropriate option in their user account or by post). If the customer prefers, they may also use the return form provided below.

Finally, the customer must ensure that the items to be returned are unopened and in their original packaging. All unwanted items must be in perfect condition and have the packaging seal intact.

If the customer decides to return the product, Gespetfood will refund all payments received from them, including shipping costs — except for additional costs arising from a different and more expensive shipping option than the standard option offered by Gespetfood.

Gespetfood reserves the right to reduce the amount of the refund due to loss of value of the product caused by unnecessary handling by the customer.

The corresponding refund will be made without undue delay and before the following periods have elapsed:

• 14 days from the date of receipt of the returned product;
• 14 days from the date of approval of the return of the product;
• 14 days from the date of notification by the customer that they wish to cancel the contract (if the requested item has not been received).

The refund will be made using the same payment method that the customer used to make the transaction, unless otherwise stated. Under no circumstances will the customer be charged a fee as a result of the refund. The customer must bear the direct costs of returning the goods.

Recipient: Gespetfood S. I.

I hereby inform you that I wish to cancel my contract for the sale of the following products:

Order date:

Order number:

Customer name:

Customer address:

Customer signature (only if sent on paper):

Date:

All our products undergo a meticulous preparation, packaging and shipping process. However, despite our strict protocol, errors can sometimes occur. We apologise if you have received a product that does not correspond to your order. As part of our responsibility to our customers, we will do our utmost to resolve the issue as quickly and easily as possible.

Each return request for an incorrect product is examined separately. On some occasions, it may be necessary to send additional information (e.g. images) in order to facilitate the product return process. Our goal is to offer the customer the best solution as quickly as possible.

Gespetfood strives to ship and deliver all orders properly packaged to prevent any damage during transport. We apologise if you have not received your order in perfect condition.

We recommend that customers do not refuse the order from the carrier, but rather accept the delivery and contact us immediately. Refusing the order may cause a delay in the product return process.

If you wish to report the receipt of a damaged order, you can contact us through your account using the online message centre. Please attach any images or photographs showing the damage to the product. A member of our team will review the incident with the aim of offering you the best solution as soon as possible.

Please accept our apologies if you believe you have received a defective or damaged product. Gespetfood takes any complaints or claims regarding the quality of its products very seriously and we are committed to investigating the incident in detail.

If you wish to report the receipt of a faulty order, you can contact us through your account using the online message centre. Please attach any images or photographs showing the fault or defect. A member of our team will review the incident with the aim of offering you the best solution as soon as possible.

If you wish to return a product, please contact our customer service department.

To proceed with the return, the customer must provide the order number, the product they wish to return and the reason for the return. Once this information has been received, our team will provide the customer with a return number and all the necessary information to return the product.

The product must be securely packaged and include a copy of the return form inside.

Do not forget to request proof of shipment from the company through which you are sending the product. Without this proof, we will not be able to process the refund or replacement of the product in the event that the item is lost during transport.

If the customer requests a replacement for the product and it is not available, Gespetfood will refund the cost of the product to the bank account of the user who made the purchase.

All orders accepted and sent for return are the responsibility of the customer until they arrive at our warehouse. For this reason, we recommend sending the product using a delivery service that insures the value of the goods.

Gespetfood will reimburse return shipping costs when the customer requests to return a product due to an error on our part:

• If we have sent you the wrong product.
• If the product is damaged or defective.
• If we have sent you a replacement product and you wish to return it.

Under no circumstances will Gespetfood reimburse the return costs of unwanted items. The customer will be responsible for covering all return shipping costs, as well as for using a shipping service that insures the value of the items.

Gespetfood does not reimburse the return shipping costs for damaged or defective products if such damage or defect was not detected during the testing process. The costs of resending the product will depend on the product and will be communicated to the customer after the testing process has been completed.

If you are not satisfied with how we have handled the return or replacement of any of your items, we would like to know. We want to resolve this, so please contact our customer service team by email at: info@gespetfood.com