Refund policy

Refund policy

Returns

If you change your mind, you can return the purchased products within 30 days as long as they have not been used and keep all the original packaging. If you wish to return a product, you can send us an email to info@katofamily.es and we will inform you of the steps to follow.

The returned product must be delivered to the carrier within another standard box (either the box of KATÓ family food traditions with which it arrived or another, but the product cannot be delivered directly to the carrier). If this is not done, KATÓ family food traditions will not be able to return the amount of the returned product.

The goods returned at the buyer's discretion will be delivered.

The products that were paid by credit card or Paypal will be paid to the same payment account after receiving the product. Refunds are always made by bank transfer to the customer's account.

If the products are returned because they are defective or not as requested, you must notify us within 14 days of receipt in order to be able to claim them and obtain an exchange or refund. You can contact us by email and we will tell you the steps to follow.

In case of default return or non-compliance with ordered goods, KATÓ family food traditions will bear the freight freight.

Changes

Currently, the exchange option will be managed as a return.

In case of wanting to return a product, either because the size was not as expected, or why another color or other product is preferred. The first thing will be to manage the return, as long as the product is intact and with all the original packaging without damage (our customer service team will request a photograph or video to verify it). As soon as this material arrives in our warehouse, we will check it and within 14 days refund will proceed. If the product is not in the agreed conditions, the amount cannot be refunded.

The new product can be purchased at any time by placing a new order. You can contact by email info@katofamily.es to carry out these procedures.

Right of withdrawal

In accordance with the Royal Legislative Decree, 1/2007, in its article 71, and Law 3/2014, of March 27, products purchased in KATÓ family food traditions may be returned and reimbursed within 14 calendar days, without the need for justification. To exercise the right of withdrawal you can send us an email to info@katofamily.es and we will inform you of the steps to follow. The products that were paid by credit card or Paypal will be paid to the same payment account after receiving the product. Refunds are always made by bank transfer to the customer's account.

In order to exercise the right of withdrawal, the following requirements must be met:

The product must be in the same state as it was delivered and must retain its original packaging and labeling.

The shipment must be made using the same box or packaging in which it has been received to protect the product.

In the event that it cannot be done with the packaging with which it was delivered, the customer must protect the product so that it arrives with the maximum possible guarantees for its review.

The return must have been communicated or the package must include a copy of the delivery note or invoice issued within the package, which also explains the reason for the return.

If the reason for the exercise of the right of withdrawal is attributable to the store (the product is incorrect or incomplete, not what was requested, etc.), the amount of the refund will be refunded. If the reason is different, the cost of the return costs will be borne by the customer.