Returns and Refunds Policy

At Jamones Monte Dorado, we are committed to offering you the highest quality products and excellent service. If, for any reason, your shopping experience has not been satisfactory, we offer you a clear and transparent returns and refunds policy.

Right of Withdrawal

The customer has the right to withdraw from the contract within 14 calendar days from receipt of the order, without the need for justification.

To exercise this right, you must notify us of your decision unequivocally, through one of the following means:

You can use the withdrawal form available on our website or any other valid means in writing.

Conditions for Return

In order for us to accept the return of the product, the following requirements must be met:

  • The product must be in its original condition, without having been used or manipulated beyond what is necessary to verify its nature and characteristics.

  • The item must be returned in its original packaging, including labels, accessories, documentation and promotional items, if any.

  • The product must be perfectly protected to avoid damage during transport.

  • In the case of food products, they must not have been opened or unsealed, in accordance with article 103 of the General Law for the Defense of Consumers and Users, which excludes the right of withdrawal for goods that are not suitable to be returned for health or hygiene reasons once unsealed.

Cost of Return Shipping

The customer will assume the direct costs of returning the goods. We recommend using a courier service that provides a tracking number for added security.

Returns with postage due or shipments without prior notice will not be accepted.

Refunds

Once the product has been received and its condition verified, a full refund of the amount paid will be processed, including standard shipping costs (unless an urgent or special shipping method has been chosen).

  • The refund will be made using the same payment method used for the purchase.

  • It will be made within a maximum period of 14 calendar days from receipt of the returned product or from proof of shipment, whichever occurs first.

Defective or Incorrect Products

In the event that you receive a damaged, defective or different product than the one requested, please contact us within a maximum period of 48 hours from receipt of the order in order to manage its replacement or return at no additional cost.

We will request photographs of the product and packaging to assess the incident.

Decrease or Partial Return of the Product

In the event of a partial return of a piece due to significant weight loss or dissatisfaction for justified reasons, the proportional refund corresponding to the kilograms actually returned may be managed, once the affected part has been received and assessed by our team.

The refund will be calculated based on the price per kilo of the product purchased, subtracting only the remaining weight consumed or not returned. This policy is applicable exclusively to whole products such as hams or shoulders.

Exclusions

For reasons of hygiene, food safety and in accordance with current regulations, returns of unsealed products, cut, sliced or manipulated, are not accepted, except in the case of original defect or shipping error.

Returns of products made to measure, personalized or knife-cut on demand are also not accepted.

Customer Service

For any questions related to returns or refunds, you can contact us through:

📧 Email: info@jamonesmontedorado.com