Refund policy

RETURNS AND REFUNDS POLICY

At Fcaja, our priority is that you receive authentic Spanish products in perfect condition. We understand that buying food from a distance can raise questions, so we have prepared this policy to explain clearly how we act in each case. By placing an order on our website, you accept the conditions described here.

1. Perishable and non-perishable products
To understand the rights you are entitled to, it is important to distinguish between types of food:

  • Perishable / fresh products: those with a short best-before or use-by date that require special storage conditions (fresh cured meats, fresh cheeses, chilled ready meals, etc.).

  • Non-perishable and packaged products: tinned foods, oils, wines, pickles, nuts, packaged sweets, etc., provided they are factory-sealed and have not been opened.

2. Right of withdrawal (14-day statutory return)
Under European regulations, you have 14 calendar days to withdraw from your purchase without giving any reason except in the cases established by law.

 Important – Food exceptions:
For reasons of health protection and hygiene, the right of withdrawal does not apply to:

  • Products that are perishable or liable to deteriorate rapidly.

  • Any sealed product (tin, jar, vacuum pack, bottle) that has been opened or unsealed after delivery, as it cannot be resold and its food safety cannot be guaranteed.

Therefore, you may only exercise the right of withdrawal for non-perishable products that keep their original seal intact and unopened. If you return an item that has been opened, we will not be able to accept the return or issue a refund, unless it involves a quality defect or an error attributable to us (see points 3 and 4).

To withdraw from a non-perishable product that is eligible for return, you must notify us in writing at jocs.fcaja@gmail.com stating your order number, the product(s) to be returned and your decision to withdraw. We will reply with the instructions and the return address in Spain. Once we receive the product and check that it is in perfect condition (unopened and in its original packaging), we will refund the price of the product within a maximum of 14 calendar days. The cost of shipping the return is borne by the buyer, unless the law of your country provides otherwise for defective products or incorrect shipments.

3. Damaged or defective products and incorrect orders
We want you to enjoy your purchase, so if you receive a product in poor condition, knocked about, with dented tins that compromise the contents, broken, or an item that does not match your order, we will act immediately.

  • Mandatory check on receipt: Please check the outer condition of the parcel and its contents within the first 48 hours of receipt (especially for fresh products). If you detect any problem, contact us within a maximum of 5 calendar days of delivery (for non-perishable products you may extend this to 14 days). After that period, we will consider the goods to have been received in good order.

  • How to report an issue: Write to us at support@fcaja.com attaching:

    • Your order number.

    • Clear photographs of the outer packaging, the damaged product and the defects observed (essential for handling the claim with the carrier).

    • A brief description of the problem.

  • Once the issue has been verified, we will offer you one of these solutions of your choice (provided it is justified):

    • Replacement of the damaged or incorrect product at no extra cost (shipping paid by us).

    • Full refund of the product price and, if the error is attributable to us, we will also refund the order's standard shipping costs.

    • For damaged fresh or perishable products, we will issue a full refund without the need for a physical return.

4. Orders that do not arrive or arrive late
We ship throughout Europe with express or standard courier services. If your order does not arrive by the estimated date:

  • If the delay is more than 5 working days beyond the latest delivery date we gave you, please contact us. We will open an investigation with the carrier.

  • If the loss of the parcel is confirmed, we will refund the full amount of the order (products + shipping costs) or, if you prefer, we will send you a new parcel at no extra cost.

5. Refund method and timeframes
All refunds will be made using the same payment method you used for the purchase (credit/debit card, PayPal, etc.). Once the return or issue has been approved:

  • The maximum period for the refund to reach your account is 14 calendar days from when we receive the returned product or from when we accept the claim.

  • In practice, we aim to process the refund within 3 to 7 working days; the exact time may depend on your bank.

6. Contact
For any queries about this policy or to arrange a return / report an issue, contact us at:

  • Email: jocs.fcaja.com

Our customer service hours are Monday to  Friday, 9:00 to 17:00 Spanish mainland time. We will reply within a maximum of 48 working hours.

This policy does not affect your statutory rights as a consumer in your country of residence. If any provision is found to be incompatible with applicable law, the corresponding mandatory rule will apply.