At Naranjas de Cullera (legal name: Ruth Palomero, SL), we strive to offer the highest quality citrus fruits, harvested and shipped directly from our fields. This policy details how we handle returns and claims under current legislation.
Perishable products. In accordance with Article 103, section d) of Royal Legislative Decree 1/2007 (and equivalent European regulations), the right of withdrawal shall not apply to contracts for the supply of goods that are likely to deteriorate or expire rapidly. Due to their perishable nature, our products do not allow returns due to a change of mind once the order has been dispatched.
Cases we cover
Despite the above exception, our customers' satisfaction is our priority: Ruth Palomero, SL undertakes to respond to any anomaly affecting the quality of the product in the following cases:
Transport damage
Broken boxes or impacts affecting the integrity of the fruit.
Delivery delays
When the time spent in transport may have compromised the freshness of the product.
Quality defect
Cases in which the product received does not meet optimal consumption conditions.
Resolution and compensation
Once the claim has been received and verified —by providing photographs or proof of the state of the order— we will agree with you on the solution that best suits the situation:
Full refund
In cases of total loss, critical delays, or unusable product.
Partial refund
Proportional to the amount of product that arrived damaged or in poor condition.
Replacement shipment
A new order, or the affected part, at no cost to you.
Future discounts
A discount code or credit for upcoming orders, by mutual agreement.
Refund period. The refund will always be made through the same payment method used in the order, within a maximum period of 14 calendar days after the resolution of the incident.
How to file a claim
To speed up handling, write to us from the email address used for your order, including the order number and photos of the box and the fruit received. We will review your case and reply with a solution as soon as possible.
Customer service
For any questions or claims, you can contact us through the following channels:
Legal name
Ruth Palomero, SL
VAT
B98676513
Trade name
Naranjas de Cullera
Address
C. Riu Xúquer, 4 Local 3 · 46614 Favara, València (Spain)
This text was translated from Spanish. Only the original version is legally binding.