Return conditions
Below we will explain the conditions and procedures for making returns or exercising the right to withdrawal.
1. Returns due to errors with the merchandise or for products in poor condition.
Although our sales and warehouse team works to offer the best possible service, we can sometimes make mistakes. If you have received the wrong wine, or any of the wines you have received are not in the correct condition, Coalla will collect the affected products and replace them with the correct ones or in the correct condition for consumption without the buyer having to pay any additional return or shipping costs. To do so, the buyer must send an email to the address web@coallagourmet.com including their name and address, as well as their order number. The deadline for making returns is thirty (30) calendar days from receipt of the order. When it is not possible to make the replacement, Coalla can pay the amount of the same using the same payment method or any other agreed upon with the buyer.
2. Refund in case of breakage
In case of breakage during transport, we need you to notify us by email, providing as many photographs as possible. Both of the condition of the boxes on the outside, as well as the contents inside the package. Visibly showing casings and glass and products that have been saved. It is essential to provide a photograph of the damaged box where the shipping label attached to the box is shown and a close-up photograph of the label.
It is important that you do not get rid of the merchandise until you receive a response from us. Normally we organize a collection of the damaged packages and once we receive the merchandise we will give you a refund or a new shipment of the order.
3. Right of withdrawal.
All buyers who place their orders as final consumers will have in any case a period of fourteen (14) calendar days after receiving the product to exercise their right of withdrawal without having to justify reasons or have any penalty. According to current legislation, the right of withdrawal cannot be applied to bottles that have been opened, due to the rapid deterioration of the wine in such cases.
To exercise this right of withdrawal, the buyer must state his intention to withdraw within the indicated period and must proceed to return the product. To do so, the user must send an email to the address web@coallagourmet.com including his name and address, as well as the number of his order. The items must be packaged appropriately, for which the packaging received with the order can be reused.
In the event of exercising the right of withdrawal within the indicated periods, the cost of returning the product will be borne by the user. Once the products to which the withdrawal applies have been received and their correct condition verified, www.coallagourmet.com will return the sums paid to the user within a maximum period of 30 calendar days using the same means of payment or any other agreed upon with the buyer.