Return and Exchange Policy

The circumstances that may cause a return or change are the following:

1. Cancellation. If the ordered product does not appeal the customer.
2. Product exchange. If the customer receives a product but decides to exchange it for a different one.
3. Product received different to the one requested. If the customer receives a different product than the one desired.
4. Defective product. If a product arrives broken, damaged or defective due to poor bottling or labeling.

The maximum period for the client to report any of these circumstances is 14 calendar days, from the reception of the product. The client should contact us by email at club@paresbalta.com or by calling +34 938 901 399 from Monday to Friday from 9 a.m. to 6 p.m., and PARES BALTA will try to resolve it as soon as possible.

Regardless of the reason, any return or exchange must be previously authorized by PARES BALTA.

If the return is approved, it must be sent by courier to the following address: Av. Tarragona 108, 08720 Vilafranca del Penedès (Barcelona). Once the products are received, they will be reviewed and must meet the following conditions so that the return can be accepted:

• The products must be returned in the same conditions in which they had been received, with all its accessories and without being damaged. In any case, unsealed items will not be accepted.
• Items must be properly packaged for the return. They will be not accepted if they get damaged during the transport of the return. These will be rejected and returned at the customer’s expense.
• Defective products due to customer’s misuse will be returned to the customer at its expense.

Our return policy only applies to orders placed directly through direct purchases or through our online shop. If the product has been purchased from a specialized store or distributor, the customer should contact directly to the respective selling point.

1. Cancellation or contract withdrawal

Pursuant to 34/2002 Law, October 12, on Services on the Information and Electronic Commerce, the customer has the right to withdraw the contracted order.

The client can cancel the order for free, as long as it is communicated before it has been delivered to the carrier. In case of communicating it once the order has left PARES BALTA facilities, the customer must wait to receive the order and therefore, proceed with its return.

The customer can return any purchased item, provided the products have not been opened nor used and they have their original seal and packaging. Promotional gifts must also be returned. In accordance with art. 103 letter c) of RDLeg. 1/2007, this right will not proceed when refers to customized products or bottles.
The cost of returning the order will be borne by the customer, so that he/she can choose the transport agency he wants the more. PARES BALTA will not be responsible if the returning package do not reach its destination, thus we recommend using a secure tracking service for returns.

Once it has been verified that the product meets the previously mentioned requirements, we will proceed with the refund of the product, discounting the shipping costs that will always be borne by the customer. The reimbursement will be made through the same payment method used by the client and may take between 7-15 business days to become effective.

2. Product Change

Once the client has received the order, if he wants to change the product for a different one, he can communicate it within 14 calendar days.

The cost of returning the order will be borne by the customer, so that he/she can choose the transport agency he wants the more. PARES BALTA will not be responsible if the returning package do not reach its destination, thus we recommend using a secure tracking service for returns.

Once the product conditions have been checked, the new product will be shipped:

• If the substitute product costs the same amount, the customer must pay the shipping costs.
• If the substitute product costs a lower price, the difference will be refunded, although the customer must pay the shipping costs.
• If the substitute product costs a higher price, the customer will pay the price difference between the products and its respective shipping costs.

3. Product received different to the one requested

If the order received by the client does not contain a requested product, it must be communicated within a maximum period of 14 calendar days, giving all the details of the problem and providing all the information possible (photos, videos, etc.)

Once the mistake has been verified, PARES BALTA will assess the best option to solve the incidence, and in accordance with the client, it will be determined whether to proceed with:

• The substitution of the wrong product for the one purchased, being all the expenses borne by PARES BALTA.
• The refund of the amount paid for the product initially purchased.

4. Defective product

In the event that the product received by the customer is defective, PARES BALTA will replace the product bearing all the costs of the return and of the new shipping.

The client must inform the winery if there is any kind of anomaly or defect, giving all the details of the problem and providing all the information possible (photos, videos, etc.)

The guarantee does not cover the misuse or poor conservation of the product, being also excluded the cases in which the defect or deterioration has been produced by external events, accidents, force majeure, or fortuitous cases.

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