Return Policy

Cancellations and/or returns will only be accepted under the following terms.

Cancellation

The customer may cancel their order and request a full refund if the order has not yet been shipped. To do so, the customer must contact us as soon as possible, within 24 hours, by sending an email to shop@raicesibericas.com with their details and order number.

Return

Our product selection, preparation, and packaging processes are very strict, and we guarantee that items are shipped without defects. Please carefully check that the seals on your package have not been tampered with or damaged.

If the order arrives up to 48 hours later than agreed, the customer must accept the delivery, and if, upon opening the box, any item is found to be damaged, the customer can open a claim using the contact form or send an email to shop@raicesibericas.com, providing the names of the products, the number of damaged items, and a photograph of the damage.

Returns will not be accepted for products that have been opened and/or handled, or if the original packaging is not kept intact.

The reason for the return must be indicated on the delivery slip in this section.

Only returns of orders with evidence of damage during transport will be accepted, and any complaints must be made at the time of receiving the order.

If the product arrives damaged, VINOS SIERRA NORTE, SL will cover the return shipping costs, provided that the products are in their original packaging and have not been consumed, either fully or partially.

To manage the claim, the customer must contact us within 24 hours and send an email to shop@raicesibericas.com, detailing their name, order number, and explaining what happened.

Right of Withdrawal

The right of withdrawal cannot be exercised (except for errors or defects in the product or contracted service) in the following cases as provided for by Article 45 of the Commercial Law:

● Contracts for the supply of goods made according to the consumer’s specifications or clearly personalized, or which, due to their nature, cannot be returned or may deteriorate or expire rapidly.

● Contracts for the supply of audio or video recordings, discs, and computer programs that have been unsealed by the consumer, as well as computer files, supplied electronically, which can be downloaded or reproduced for permanent use.

● And generally, all products ordered remotely that are made to measure: clothing, photographic development, etc., or those that are susceptible to copying (books, music, video games, etc.).

The customer has the right to withdraw from the contract within 14 calendar days without stating a reason and without incurring any costs other than those provided for in Articles 107.2 and 108, as per BOE-A-2014-3329. A withdrawal form is available for filling out the necessary details for managing the request.

How to Return Products in Accepted Cases

To return a product under the accepted cases outlined in this withdrawal policy, follow these instructions:

Returns with postage due will not be accepted.

The following information must be completed and sent along with the package:

Information to provide:

Email associated with the order:

Phone number:

Order number:

Date of purchase:

User’s name:

User’s address:

Order date:

Reason for the claim:

The customer must have notified VINOS SIERRA NORTE, SL of their intent to withdraw and received the corresponding authorization before sending the package.

The product(s) must be placed in a properly packed package. The return address is:

VINOS SIERRA NORTE, SL

P.I. El Romeral C/TRANSPORTE PARC. C2

REQUENA (VALENCIA) 46340 - Spain

The customer must take the package to a post office or courier service and request proof of shipment.

The customer must keep the proof of shipment until they receive the requested refund.

It is the customer’s responsibility to keep all receipts and send the package via certified mail or any other method that can prove the date of shipment.

In the case of repeated returns or claims for damaged or defective products from the same customer, VINOS SIERRA NORTE, SL reserves the right not to send further shipments to the customer.

The return costs will be borne by the customer. Refunds will be made within 14 (fourteen) calendar days after the return of the product(s) to the specified address.

VINOS SIERRA NORTE, SL will refund the amount paid for the returned product(s), minus shipping costs (if applicable), in the form of payment used by the customer when placing the order. The refund will be subject to VINOS SIERRA NORTE, SL’s right to retain amounts for returned products that show damage.

Refund Request Information

The customer/buyer can request a refund either by sending an email to: shop@raicesibericas.com or by postal mail to the address indicated in the withdrawal form.

Information to provide:

Email associated with the order:

Phone number:

Order number:

Date of purchase:

User’s name:

User’s address:

Order date:

Reason for the claim:

European Consumer Legislation

We inform you that the European Commission has created the first European platform for online dispute resolution under the latest consumer law. As an online sales platform, we have a duty to inform our customers about the existence of this online alternative dispute resolution platform.

To access the dispute resolution platform, the customer must use the following link:

http://ec.europa.eu/odr

After-Sales Service

We have an after-sales service to resolve any issues with our products or shipments, providing the fastest and most effective customer support.

To contact us or raise any questions, issues, or complaints, you can use the following contact methods:

Postal address: VINOS SIERRA NORTE, SL, P.I. El Romeral C/TRANSPORTE PARC. C2 REQUENA (VALENCIA) 46340 - Spain

Phone: +34 962323099

Email: shop@raicesibericas.com

Confidentiality

All information and documentation used during the contracting, development, and execution of services governing the relationship between VINOS SIERRA NORTE, SL and the Customer is confidential.

All information received from the customer, whether images, emails, texts, access data like usernames and passwords, will be treated confidentially and will not be shared with third parties.

Confidential information does not include that which is disclosed by mutual agreement, that which becomes public for the same reason, or that which must be disclosed according to laws or a court decision, or information obtained by a third party not bound by confidentiality. Both parties are obliged to comply with the confidentiality duty indefinitely.

For more privacy information, please refer to our Privacy Policy and Data Protection Policy.

For complete details on your rights and the data protection policy we apply to this website and all our services, we recommend visiting our Privacy Policy and Cookies Policy.

Limitation of Liability

VINOS SIERRA NORTE, SL reserves the right to make modifications and updates to the information contained on the website, its configuration and presentation, access conditions, contract terms, etc., without prior notice. Therefore, the customer should access the updated versions of the page.

The user/customer is solely responsible for maintaining the confidentiality and security of the website and for all activities that occur on the website once it is delivered by VINOS SIERRA NORTE, SL. The customer agrees to notify VINOS SIERRA NORTE, SL immediately of any security breach on the portal.

VINOS SIERRA NORTE, SL will not be responsible for any loss resulting from the improper or unauthorized use of its website.

The customer agrees to indemnify VINOS SIERRA NORTE, SL for any claims, losses, expenses, damages, and costs (including direct, incidental, consequential, punitive, exemplary, and indirect damages), and reasonable attorney’s fees, as a result of any breach by the customer/buyer of these terms, whether material or immaterial; misuse of the Services by the customer or any person acting on their behalf or using their account on tienda.bodegasierranorte.com, or any material or immaterial violation of any third-party rights.

Our only responsibility will be to supply the product in the terms and conditions stated in this policy.

VINOS SIERRA NORTE, SL will not be liable for any consequences, damage, or loss arising from the improper use of the supplied products.

Language

The language in which the contract between VINOS SIERRA NORTE, SL and the Customer will be executed is Spanish.

Jurisdiction and Applicable Law

VINOS SIERRA NORTE, SL and THE CUSTOMER shall be governed by Spanish law to resolve any dispute arising from access or use of this website, and shall submit to the Courts and Tribunals of the city of Valencia.