Refund policy

At GlucoTienda, our aim is to offer quality products and ensure a satisfactory shopping experience. As we sell food products, supplements and cosmetics, certain returns are subject to legal exceptions for health, hygiene, preservation or safety reasons.

Below, we explain how to exercise your right of withdrawal, which products may be returned and who is responsible for the return shipping costs.

1. RIGHT OF WITHDRAWAL AND ORDER CANCELLATION

In accordance with applicable consumer protection legislation, customers have the right to withdraw from their purchase within 14 calendar days, without giving a reason, except in cases legally exempted from this right. The period begins on the day the customer, or a third party authorised by the customer other than the carrier, receives the order.

How to request a return

To start the process, customers can use the “Start a return” button available in the footer of our website or in their customer account, if this feature is enabled. They may also notify GlucoTienda of their unequivocal decision to withdraw from the purchase by emailing info@glucotienda.com.

Once the decision to withdraw has been communicated, customers must send the products back without undue delay and, in any event, within 14 calendar days of notifying us of their decision.

Order cancellations

If customers wish to cancel an order before it has been prepared or dispatched, they may request cancellation through their customer account or by contacting GlucoTienda.

If the order has already been dispatched, the cancellation will, where applicable, be handled as a withdrawal in accordance with this policy and applicable legislation.

2. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with Article 103 of the consolidated text of the Spanish General Law for the Protection of Consumers and Users, certain products are excluded from the right of withdrawal.

These may include, among other cases provided for by law:

Sealed products for health or hygiene reasons: products that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery, provided the applicable legal requirements are met.

Perishable products: goods that may deteriorate or expire rapidly, as provided for by law.

Personalised products: items made to the customer's specifications or clearly personalised.

These exclusions do not automatically apply to all food products, supplements or cosmetics simply because they belong to these categories. The nature of the product and the relevant legal exception will be assessed in each case.

These exceptions do not limit consumers' rights in the event of defective products or products that do not conform to the contract.

3. RETURN CONDITIONS

Where a product is eligible for withdrawal, it must be returned in a condition that allows its nature, characteristics and functioning to be checked, in accordance with applicable legislation.

To facilitate the inspection and processing of the return, we ask that:

• The product retains its original packaging, accessories, seals and included items, where applicable and to the extent legally required.

• The returned product corresponds to the original order so that it can be identified.

• Any accessories, additional items and promotional gifts associated with the product or order are included, where applicable.

Customers may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics or functioning.

GlucoTienda will inspect the condition of returned products and apply any relevant legal exceptions. A return will not automatically be refused merely because the outer packaging has been opened, if this does not in itself constitute a legal ground for exclusion.

4. SHIPPING AND RETURN COSTS

4.1. Voluntary withdrawal or returns for reasons attributable to the customer

In the event of a change of mind or voluntary withdrawal, customers will bear the direct costs of returning the goods, provided they were informed of this obligation before making the purchase.

The cost will depend on the return location, the weight of the parcel and the transport service used.

Mainland Spain and Mainland Portugal

If customers ask GlucoTienda to arrange the return shipment through our transport service, the following rates apply, including VAT:

Parcel weight	Return cost
Up to 2 kg	€5.17
Over 2 kg and up to 5 kg	€6.74
Over 5 kg and up to 10 kg	€8.22
Over 10 kg and up to 15 kg	€11.00
Over 15 kg and up to 20 kg	€12.02

These rates apply to the return transport service arranged by GlucoTienda. The applicable cost will be communicated to the customer before the return shipment is arranged.

If customers prefer to arrange the return directly with a carrier of their choice, they will be responsible for the amount charged by that carrier and for complying with its service conditions.

Balearic Islands and the rest of Europe

For returns from the Balearic Islands and the rest of Europe, if customers ask GlucoTienda to arrange the return shipment, we will inform them in advance of the applicable cost for the transport service available in their area.

If customers arrange the transport themselves, they will be responsible for the rate charged by their chosen carrier.

In all cases, the return cost relates to the return transport and is not a penalty for exercising the right of withdrawal.

4.2. Refund of the original shipping costs

When customers validly exercise their right of withdrawal for the entire order, GlucoTienda will refund the payments received, including the cost of the initial standard delivery option offered by the store, where that cost was paid by the customer.

If customers expressly chose a more expensive delivery option, the additional cost compared with the least expensive standard delivery option will not be refunded.

Orders with free shipping

If the original order qualified for free shipping by meeting GlucoTienda's minimum order value, no refund will be made for the initial shipping costs, as the customer did not pay that charge.

In the case of a partial return, GlucoTienda will not retrospectively charge the original shipping costs if the value of the products retained by the customer falls below the free-shipping threshold.

Direct return costs will remain the customer's responsibility in cases of voluntary withdrawal, provided the customer was informed of this beforehand.

4.3. Defective, damaged or incorrectly delivered products

If a product is non-conforming, arrives damaged or does not match the order placed, customers should contact info@glucotienda.com so that we can assess the issue and provide a solution in accordance with applicable legislation.

Where the issue is GlucoTienda's or the carrier's responsibility, and the law requires the store to bear the costs, GlucoTienda will cover the necessary return, collection, repair or replacement costs, as applicable.

To help us handle the issue, we recommend reporting it as soon as possible, preferably within the first 24–48 hours after delivery, and providing clear photographs of the product, packaging and shipping label where possible.

This recommended timeframe is for operational purposes only and does not limit consumers' statutory rights.

5. INSPECTION AND REFUND PROCEDURE

Returns should be sent to the following address once the return process has been initiated and the return instructions have been confirmed:

GlucoTienda
Calle Decano Antonio Zedano, 5, Oficina 18
29620 Torremolinos, Málaga, Spain

Once the decision to withdraw has been communicated:

• Customers must return the products within the applicable legal timeframe.

• GlucoTienda may inspect the condition of the returned products and verify that they correspond to the original order.

• In the case of withdrawal, the refund will be issued without undue delay and within 14 calendar days of the date on which the customer communicated their decision, in accordance with applicable legislation.

• For sales of goods, GlucoTienda may withhold the refund until the goods have been received or the customer has provided evidence of having returned them, whichever occurs first.

• Refunds will be made using the same payment method used for the purchase, unless the customer expressly agrees to another method that does not incur any cost.

The refunded amount may be adjusted where permitted by law to account for any diminished value of the goods caused by handling beyond what is necessary to establish their nature, characteristics or functioning.

Products legally excluded from the right of withdrawal cannot be returned under that right, without prejudice to any rights the customer may have if the products are defective or non-conforming.

6. ISSUES DURING TRANSPORT

When receiving an order delivered by a carrier, we recommend checking the external condition of the parcel.

If the box is visibly dented, open, wet or shows signs of tampering, we recommend that customers:

• Record the damage on the delivery note or the carrier's electronic device, if possible.

• If the parcel is severely damaged and its contents may have been compromised, contact GlucoTienda before accepting delivery, where circumstances allow.

• Take photographs of the packaging and any affected products.

• Report the issue to info@glucotienda.com as soon as possible.

These measures help us investigate the incident and, where appropriate, submit a claim to the carrier. However, failing to record damage on the delivery note or accepting a parcel without reservations does not, in itself, result in the loss of any statutory consumer rights.

GlucoTienda will assess each incident and provide the appropriate solution in accordance with applicable legislation.