Merchandise Delivery Policy

1. Introduction

At Castell del Remei S.L., we strive to ensure that our products reach our customers safely, promptly, and efficiently. To achieve this, we have developed this merchandise delivery policy, which outlines delivery times, associated costs, the responsibilities of the involved parties, and other important aspects related to product shipping.

2. Scope of Application

This policy applies to all product purchases made through our sales channels, whether online or at our physical facilities. By making a purchase, the customer agrees to the terms established in this policy.

3. Shipping Options

3.1. Shipping methods

We offer different shipping options that vary depending on the customer’s location and the order’s characteristics. The available shipping options will be displayed during the purchase process and may include:
• Standard shipping: Delivery within 3 to 7 business days.
• Store pickup: Immediate availability or within 24 hours at our physical facilities.

3.2. Geographic coverage

We deliver nationwide, within mainland Spain. In case of geographic restrictions or limitations for certain destinations, the customer will be informed before completing the purchase.

4. Delivery Times

4.1. Delivery estimates

Delivery times are estimates and start counting from the moment the order has been processed and dispatched. Castell del Remei S.L. is not responsible for delays caused by external factors such as adverse weather conditions, transportation issues, strikes, or customs processes.

5. Shipping Costs

5.1. Fee calculation

The shipping cost is €6.95 for deliveries within mainland Spain. 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.

5.2. Offers and promotions

In certain cases, Castell del Remei S.L. may offer free shipping or discounts on shipping costs as part of special promotions or for purchases exceeding a certain minimum amount.

6. Shipment Tracking

6.1. Status updates

In the event of any issues or delays with the delivery, Castell del Remei S.L. will contact the customer to inform them about the status of their order and offer alternatives if necessary.

7. Receiving Merchandise

7.1. Delivery inspection

Upon receiving the package, the customer must inspect the condition of the merchandise before signing for the delivery. If the package shows signs of damage or tampering, the customer must note this on the delivery receipt and, if possible, refuse the order. The customer must inform Castell del Remei S.L. of any issues within 24 hours of receiving the package.

7.2. Undelivered merchandise

If an order does not arrive within the estimated time, the customer must contact Castell del Remei S.L. to investigate the shipment status. If the package is confirmed lost during transportation, the order will either be replaced or refunded, depending on product availability.

8. Delivery Errors

8.1. Incorrect product

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 to collect the incorrect product and send the correct one at no additional cost.

8.2. Damaged product

If the customer receives a product damaged during shipping, they must contact Castell del Remei S.L. within 24 hours of delivery. Photographic evidence of the damage will be required to proceed with either a replacement or a refund of the paid amount.

9. Delivery Modifications or Cancellations

9.1. Changing the shipping address

If the customer wishes to change the shipping address after placing the order, they must contact Castell del Remei S.L. as soon as possible. We will attempt to make the change as long as the order has not yet been dispatched.

9.2. Order cancellation

If the customer wishes to cancel an order before it has been shipped, they must contact Castell del Remei S.L. immediately. If the order has already been dispatched, the customer must follow the return process outlined in our policies.

10. Contact

For any questions or inquiries about our merchandise delivery policy, 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

This policy aims to ensure a clear and satisfactory shopping experience for our customers. Castell del Remei S.L. reserves the right to modify this policy at any time, so we recommend reviewing it periodically.