Return Policy

General Terms and Conditions of Purchase and Refund and Return Terms

 

The online store within this website contains alcoholic products. The sale and distribution of these products to individuals under the age of 18 are strictly prohibited.

 

This document outlines the terms that apply to sales between individuals wishing to make a purchase on this website (hereinafter referred to as “the customer”) and POKE DE LA MEDITERRANEA S.L., with NIF B40538563, (hereinafter referred to as Alenar Bodega).

 

By using this website or placing a purchase order, the customer accepts the purchase conditions and our Data Protection Policy, which the customer must consult and accept prior to purchasing the product. These purchase conditions may change, and it is the responsibility of the customer to read them periodically, as the applicable conditions will be those in effect at the time of purchase. For any questions regarding the conditions or data protection, please fill out the contact form or contact our online department via email at hola@alenarbodega.com.

 

1/ Object and Scope of Application

 

The user acknowledges that they are aware of the specific sales conditions indicated on the product page (duration, price, etc.) at the time of placing the order and expressly agrees to them without reservation. Placing the order and its confirmation by the user turns them into a customer and constitutes full acceptance of the specific sales conditions, applicable solely to the order, as well as the acceptance of the other legal documents published on the website, including the legal notice and privacy policy.

 

2/ Purchase Process

 

To purchase the products offered, the following steps must be followed:

 

  • Selection of Products: Browse through our website and click on the “Add to Cart” button each time you wish to add a product to your purchase. The shopping cart contains the selected product’s name, quantity, and price in euros.

 

  • Starting the Purchase Process: To begin the purchase process, click the “Checkout” button. You will be asked to provide your billing details.

 

  • Verification of Purchase Details: Before selecting the payment method, you can verify your purchase details and correct any errors made when entering the data. Once you have verified your details, confirm your order.

 

  • Selection of Payment Method: Choose your preferred payment method. At this point, the system will redirect you to the chosen payment platform, where you must provide the necessary details for that payment method. This is the only time this information will be requested.

 

Once all required details have been provided and you click the confirmation button, the contract will be concluded for all purposes.

 

  • Order Confirmation: Once we receive your acceptance, Alenar Bodega will issue a confirmation on the screen, which you can save, containing the following information:

  • Order number.

  • Order date.

  • Summary of the products included in the purchase.

 

Throughout the purchase process, you can review these General Terms and Conditions of Purchase, as well as view the final price of the selected products.

 

 

3/ Product Pages and Information Provided

 

The information displayed on the website is accurate and free of typographical errors. In case any such error occurs, which is beyond Alenar Bodega’s control, it will be promptly corrected.

 

4/ Languages for Purchasing Products

 

Purchases made by customers will be understood to be binding only in Spanish.

 

5/ Payment Terms

 

To complete the purchase, the user may use any of the payment methods offered during the order process. Payments can be made via credit/debit card, Google Pay, or Apple Pay; through the Stripe payment gateway, whose systems and security protocols ensure encrypted transmission of data.

 

5.1/ Payment by Card

 

If the user makes the payment by credit card, the bank details will be transmitted securely to BANCO SANTANDER or other banks providing the respective remote electronic payment services, with no third parties having access to them. These details will only be used by Alenar Bodega to complete the purchase, process refunds for returns, and prevent and inform the police in case of fraud.

 

5.2/ Payment via Apple Pay

 

If the user pays via Apple Pay, they must ensure that their device is set up. For more information, visit: https://support.apple.com/apple-pay. The user must also comply with the terms and conditions of Apple Pay, and Alenar Bodega expressly disclaims any responsibility.

 

5.3/ Payment via Bizum

 

If the user pays via Bizum, depending on their bank, they will need the Bizum PIN or must confirm the purchase through the Bizum app. The user must comply with Bizum’s terms and conditions, and Alenar Bodega expressly disclaims any responsibility.

 

6/ Price

 

All prices are displayed in euros by default. The price includes applicable taxes. The price and conditions of the products offered may vary, but in any case, the price and conditions that applied when the order was placed will govern for the user.

 

If a pricing error occurs with any of the items listed, Alenar Bodega will inform the affected users as soon as possible about the new price, offering the affected customers the possibility to reconfirm the order or cancel the purchase. If the user cannot be contacted, the order will be considered cancelled, and the erroneous amount will be refunded.

 

7/ Receipt of Products

 

We will send the customer their products to the delivery address provided in the delivery form.

 

Upon receiving the products, the customer must sign the receipt form presented by the person delivering the goods, where they may include any comments they deem necessary. By signing the receipt form, the customer acknowledges receipt of the specified number of packages. If the customer observes damaged products or missing items, they must make a claim via email to hola@alenarbodega.com within 24 hours to report it to the transport insurance company.

 

8/ Product Availability:

 

8.1/ Product Availability

 

Product availability on the website is updated based on stock. All product orders are subject to availability. Alenar Bodega will not intentionally sell more units than are available in stock. If, due to uncontrollable causes or errors, an unavailable product is mistakenly sold and purchased by a user, Alenar Bodega commits to acting in good faith and offering the user the option to:

 

  • Refund any amount paid without penalty via the same payment method used.

  • Replace the item with another of equal quality and value available in stock, with customer consent.

  • If the product becomes available, send it within a new delivery time.

 

8.2/ Shipping Times and Costs

 

Alenar Bodega delivers exclusively within mainland Spain. For other territories, please contact us via email at hola@alenarbodega.com.

 

Delivery times will vary depending on product availability and the delivery address. The delivery time will not exceed 15 business days, with the usual delivery time being between 48-72 hours for shipments within the national territory, Monday through Friday.

 

Shipping costs will be displayed individually during each purchase process, as the quantity and variety of products added to the cart influence both the final amount and the shipping weight.

 

Once we send the shipping confirmation, you will receive all tracking information, including the tracking number and courier details, so you can monitor your order via phone or the courier’s online platform.

 

If the courier cannot deliver the package due to absence at the provided address, they will leave a note or try to contact you via phone or email to arrange another delivery date.

 

The package will be considered delivered when the customer or a third party acting on their behalf takes possession of it, confirmed by a signature upon receipt.

 

The customer is responsible for verifying that their details are correct to avoid issues with delivery, especially the address and contact details such as phone number and email.

 

Alenar Bodega will inform the customer via email or phone about any delivery issues and resolve them promptly. If the delivery date cannot be met, we will notify you and offer the option to proceed with the order with a new delivery date or cancel with a full refund.

 

9/ Product Compliance and Non-Food Product Warranty

 

All non-food products come with a three-year (3) warranty from the date of delivery, as per consumer law.

 

The products are considered compliant if:

 

  • They match the description provided and have the qualities presented by Alenar Bodega in a sample or model.

  • They are suitable for normal use as intended for products of the same type.

  • They are suitable for any special use required by the consumer, provided that Alenar Bodega was informed of this requirement at the time of purchase.

 

No claims will be accepted for defects caused by misuse, normal wear, or unauthorized handling.

 

10/ Right of Withdrawal:

 

Food products purchased through Alenar Bodega are not eligible for withdrawal under article 103 d) and e) of the Consolidated Consumer and User Law, as they may deteriorate or expire quickly or are sealed and not suitable for return for health or hygiene reasons once opened.

 

For non-food products, you have the right to withdraw from the contract within 14 calendar days without justification, provided the product remains unopened and in its original packaging.

 

11/ Returns

 

Returns under the Right of Withdrawal: The customer must communicate their desire to exercise the right of withdrawal within 14 calendar days from the receipt of the product. The product should be returned in its original packaging and without any damage, and the customer will bear the return shipping costs.

 

Returns of Defective Products: If the product is defective upon delivery, the customer must contact us immediately for a return or replacement. The product will be examined, and the customer will be informed of the procedure within a reasonable timeframe.

 

12/ Shipping and Replacement of Incorrect Products

 

If Alenar Bodega makes an error in delivering the selected products, we will bear the costs for collecting and replacing the incorrect item.

 

13/ Refund of Paid Amounts

 

Refunds will be processed via the payment method used for the purchase. The refund will include the total amount of the purchase, including shipping costs, unless the customer chose a more expensive shipping method.

 

14/ Requested Information

 

In accordance with data protection regulations, Alenar Bodega informs that the personal data provided through the website or via email will be processed for transactional purposes and periodic notifications via electronic means.

 

15/ Applicable Law and Jurisdiction

 

Sales are understood to be made in Spanish territory, so Spanish law will apply. In case of disputes, both parties agree to submit to the jurisdiction of the courts and tribunals of the consumer’s domicile.

 

If customers wish to file a complaint, they can do so by filling out the appropriate electronic form: http://ec.europa.eu/consumers/odr/