Return and claims policy

Return and claims policy

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. To guarantee the legal security of our customers, we detail below our return policy based on current legislation.

1. Right of withdrawal and 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, products purchased at Naranjas de Cullera do not allow returns due to a change of mind once the order has been dispatched.

2. Warranty and incident management

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 and condition of the product.
• Quality defect: Cases in which the product received does not meet optimal consumption conditions.

3. Resolution of incidents and compensation

Once the claim has been received and verified (by providing photographs or proof of the state of the order), Ruth Palomero, SL will agree with the customer on the solution that best suits the technical and commercial situation, which may consist of:

• 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: Shipping a new order or the affected part at no cost to the customer.
• Compensation through discounts: In case of mutual agreement, a discount code or credit may be issued for future orders in our online store as an alternative to a refund.

The refund will always be made through the same payment method used by the customer within a maximum period of 14 calendar days after the resolution of the incident.

4. 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
Email: info@naranjasdecullera.com
Address: C. Riu Xúquer, 4 Local 3, 46614 Favara, VALENCIA (Spain)