Return & Refund policy
Right of withdrawal and claims
The buyer will have a plazo of fourteen calendar days, starting from the day of receipt of the product, to withdraw totally or partially from your purchase without any penalty and without the need to state the reasons, provided that the product has not been opened or manipulated, in accordance with article 103.d of Royal Legislative Decree 1/2007, of 16 noviembre.
The client may exercise this right by writing an email to info@aceiterajaenera.es indicating your order number and whether you wish to return all or part of it.
Once the customer has communicated their desire to withdraw, they must return the products without undue delay and within 14 calendar days of such notification. The return must be in its original packaging, unopened, unused, and in perfect condition.
Return shipping costs will be borne by the customer, except in the case of an error in the order or a defective product.
For hygiene and food safety reasons, returns of products that have been opened, unsealed, or tampered with after delivery will not be accepted, in accordance with Article 103 of the aforementioned Royal Legislative Decree.
Once the return package has been received and its condition checked, La Aceitera Jaenera will refund the corresponding amount in alazo maximum of 14 calendar days from receipt of the withdrawal request, using the same payment method used by the customer, unless otherwise agreed.
During the return process, the customer will be responsible for any damage or loss that occurs to the product until it reaches our facilities.
Warranty and returns
Jaenera Oil Company guarantees the quality of its products under the legally established conditions.
If the customer receives a product that is in poor condition, has a quality defect, or is unfit for consumption, they will be entitled to a replacement with an identical or similar product, or a refund of the amount paid, including shipping costs, if applicable.
To do so, you must notify us by email or phone within 24 hours of receiving your order, attaching photos of the affected product if possible, so we can offer you the most appropriate solution.
Online dispute resolution (European Commission)
If you have any problems with products purchased on our website and believe your complaint has not been properly addressed, you can contact the European Commission's online dispute resolution platform, accessible at the following link:
https://ec.europa.eu/consumers/odr/