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Ordering & Returns

Orders

Payment

All prices on our website are inclusive of VAT and exclusive of packing and delivery charges which will be payable as indicated at the time of placing your order. You will be told the total price of all the products you are purchasing, including packing and delivery charges, before your order is confirmed.

If ordering from outside the EU, the purchaser is responsible for any fees, customs charges, tariffs or charges imposed.

Online payment is provided in a secure environment, and our website uses SSL certificates. Payments can be made via Paypal’s payment platform (either through a Paypal account or by credit/debit card using Paypal’s payment gateway for non-Paypal account holders). There is also the option to pay via bank transfer.

Payment will be taken at time of order confirmation. All products remain the property of Finca Gran Cerros until full payment has been received and funds have been cleared.

Please ensure your billing address and telephone number are as registered with your payment method account as incorrect information provided may cause a delay in processing your order.

Finca Gran Cerros will not be held liable for delay or non-delivery if payment has not been authorised.

If you opt to pay by bank transfer, your order will automatically cancel if they funds have not cleared within 7 days of the order being placed.

Product Descriptions

All details, descriptions and prices of products appearing on the Finca Gran Cerros website are correct at the time of upload. 

Product Availability

Although we aim to keep the website information and stock availability as up to date as possible, the information appearing at any given time may not always reflect the position at exactly the moment you place an order.

Returns

We are happy to offer refunds or exchanges on purchases made directly from Finca Gran Cerros under the following conditions.

Each of our products is carefully crafted by hand.  As such, slight variations or blemishes are expected to occur from product to product and are an integral part – and desired attribute – of each unique handmade product and are not considered to be faults.

We may offer the same fragrance across a number of product types; the intensity of the aroma from each type of product will vary due to the nature of the type of product and how it is manufactured.  As such, no refunds, exchanges or credit can be offered on the basis of fragrance or fragrance intensity.

We cannot offer to replace, refund, or exchange products that have been purchased from one of our retail partners or stockists.

Due to the handmade nature of our products, all wholesale orders are considered to be final and are non-refundable.  Our products are not offered on a sale or return basis.

Faulty or Damaged Items

We do our very best to ensure that products are well protected when shipped to our customers and use only globally recognised courier services for international deliveries and Correos, the national postal service, for deliveries within Spain.

However, if any items are broken or damaged in transit, you must contact us by email within 24 hours of receiving your delivery.

Refunds or exchanges cannot be accepted after this time. You may be required to email a photo of the damaged product to hello@finagrancerros.com and, if it is available, we will arrange a replacement of the item for you or alternatively provide a replacement of equal or greater value.  You may be requested to return the damaged product to us for further investigation.

Non-Faulty Items

If you are a consumer (not a business or wholesaler/reseller) and for any reason you decide not to keep an item, you can return it within 7 days of receipt. Please contact us prior to returning any item and we will provide you with the relevant returns information and returns address.

Items must be returned in their original, undamaged packaging and must be in an unused, as new, condition.  The returnee is responsible for return shipping costs and any additional fees incurred in returning the goods to the supplier.  We recommend you return goods by registered post and retain proof of postage as we cannot be held responsible for goods lost in transit while being returned to us.

If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a claim for a refund or exchange on the item.

Please be aware that post and packaging is non-refundable.

Sale Items

Unfortunately we can not accept returns or exchanges on sale items unless the product is faulty or damaged.  We will endeavour to offer a replacement item where available if the product is damaged or faulty, subject to availability.

Last Updated: 31/12/2020

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