• Refund policy

Refund policy

At GlucoTienda, our goal is your complete satisfaction. Since we manage food products, supplements, and cosmetics, our return policy strictly adheres to European Union health and safety regulations to ensure the health and protection of all our customers.

1. RIGHT OF WITHDRAWAL AND CANCELLATION

In accordance with European legislation, you have the right to withdraw from this contract within 14 calendar dayswithout giving any reason. The withdrawal period will expire 14 days from the day on which you, or a third party authorized by you, acquire physical possession of the goods.

How to process it: To ensure maximum efficiency, the process is automated. You can initiate it by clicking on the "Start return" button located in the footer of our website or within your user dashboard.

Cancellations: If you wish to cancel an order before it is prepared or shipped, you can request it directly from your customer profile. Once the package has been processed by our logistics team, cancellations will no longer be accepted, and it must be managed as a standard return under the right of withdrawal.

2. LEGAL EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

Pursuant to Article 103 of Law 3/2014, of March 27, for reasons of health protection or hygiene, returns will NOT be accepted for:

  • Any food product, supplement, or cosmetic whose safety seal, tamper-evident tape, or original packaging has been opened, broken, or tampered with after delivery. Opening the product voids the right of return.

  • Perishable goods or products with a short shelf life.

  • Personalized items made to user specifications.

3. CONDITIONS FOR RETURN ACCEPTANCE

For a refund to be approved upon receipt at our warehouse, the returned product must meet the following conditions:

  • Retain its original packaging, box, and seal intact, in perfect condition to be resold.

  • Exactly match the lot number and barcode registered in the original shipment from GlucoTienda.

  • Include all accessories or promotional gifts that accompanied the order.

4. SHIPPING AND RETURN COSTS

  • Voluntary withdrawal (Change of mind or customer error): The return shipping costs to our warehouse are the responsibility of the customer. GlucoTienda will refund the cost of the products and the initial basic shipping charge once the condition of the merchandise has been verified.

  • Defective product or shipping error: GlucoTienda will cover the costs of collection and reshipment. To process this, the customer must report the issue within 24 to 48 hours of receiving the package to info@glucotienda.com, providing clear images of the product and the outer packaging.

5. INSPECTION AND REFUND PROCEDURE

Once the package is received at our facilities (Calle Decano Antonio Medano, 5. Oficina 18. 29620 Torremolinos, Málaga. Spain):

  • Our team will verify the condition and seal of the products within a maximum period of 5 business days.

  • If the inspection is approved, the refund will be executed within a maximum of 14 calendar days using the original payment method.

  • No refunds will be processed for items that arrive opened, tampered with, or that do not correspond to the original order.

6. SHIPPING INCIDENTS

If, upon receiving the package from the courier service (Nacex, FedEx, or DHL), you notice that the packaging box is visibly damaged, opened, taped with non-company tape, or wet, we request that you explicitly note this in writing on the courier’s delivery slip or device when signing for delivery (e.g., "Received with damaged box") or, if the damage is severe, refuse the package outright.

Please notify us immediately at info@glucotienda.com so we can activate the insurance with the corresponding courier and resolve your case as quickly as possible. We will not be able to process claims for damage caused by transport if the package was accepted and signed for as "received in good condition" without a written note of the damage.