Sales and Cancellation/Return Policy

1. Introduction

At Castell del Remei S.L., we are committed to offering high-quality products and services to our customers. To ensure a transparent and reliable shopping experience, we have established the following sales, cancellation, and return policies. By making a purchase on our website, the customer agrees to these terms.

2. Sales Policy

2.1. Products and prices

All products offered by Castell del Remei S.L. are properly described and accompanied by their corresponding price. We reserve the right to modify prices and product availability without prior notice.

2.2. Payment methods

We accept various payment methods, including credit cards and bank transfers. Payment must be made in full before the products are shipped. If we do not receive payment confirmation, we reserve the right to cancel the order. For bank transfer payments, the customer must provide the transfer receipt and include the order number in the transfer description.

2.3. Invoicing

Once the payment is confirmed, if the customer wishes, they can request an invoice for their order by contacting us via email at info@castelldelremei.com or by calling +34 973 58 02 00.

3. Shipping Policy

3.1. Delivery times

Delivery times vary depending on the location and the shipping option selected. Estimated delivery dates will be provided during the purchase process. Castell del Remei S.L. is not responsible for delays caused by circumstances beyond our control, such as strikes, logistical problems, or customs issues.

3.2. Shipping costs

The final shipping cost will be displayed during the purchase process before the customer confirms their order. In certain cases, Castell del Remei S.L. may adjust this price for purchases exceeding a certain amount. For bulk orders, we recommend contacting us before placing the order.

4. Cancellation Policy

4.1. Order cancellation

If the customer wishes to cancel an order, they can do so within the first 24 hours after making the purchase, provided that the order has not yet been shipped. Cancellations must be requested through our customer service via the email or phone number provided on our website.

4.2. Refund for cancellations

If the cancellation is accepted, a full refund of the purchase amount will be provided—excluding shipping costs if the product has already been shipped—using the same payment method used for the original transaction. The time required to receive the refund may vary depending on the payment service provider.

5. Return Policy

5.1. Product returns

In case of receiving a product damaged during shipping, the customer must contact Castell del Remei S.L. within 24 hours of delivery. Photographic evidence of the damage will be required to proceed with a replacement or refund.
If the customer receives an incorrect product or one that does not match their order, they must notify Castell del Remei S.L. within 48 hours of receipt. We will arrange for the incorrect product to be collected and the correct product sent at no additional cost.

5.2. Return process

To initiate a return process, the customer must contact our customer service team via the email or phone provided on the website, stating the reason for the return and providing order details. Castell del Remei S.L. will provide instructions on how to proceed with the return.

5.3. Return shipping costs

If the return is due to an error on our part or a defective product, Castell del Remei S.L. will cover the return shipping costs. In other cases, the shipping costs will be borne by the customer.

5.4. Refund for returns

Once the returned products are received and their condition verified, the corresponding refund—excluding shipping costs—will be processed within 10 business days. The refund will be made using the same payment method used in the original purchase.

6. Non-returnable products

For safety and hygiene reasons, we do not accept returns of products that have been opened or tampered with.

7. Contact

If you have any questions about our sales, cancellation, or return policies, you can contact us through:
• Email: info@castelldelremei.com
• Phone: 973 58 02 00
• Address: Castell del Remei S.L., Finca Castell del Remei, s/n , Lleida, Spain

These policies are designed to ensure a fair and satisfactory shopping experience for all our customers. We reserve the right to modify or update this policy at any time, so we recommend reviewing it periodically.