Refund policy

1. Seller information

2. Quality commitment

Fresh agricultural products naturally vary in size, shape, colour, skin texture and ripeness.

These natural variations do not normally constitute a defect where the product remains suitable for consumption and meets reasonable quality standards.

3. Reporting a quality problem

If a fresh product arrives damaged, spoiled or clearly below reasonable quality standards, please notify us as soon as possible.

For fresh and perishable products, we recommend contacting us within 24 hours of delivery whenever possible and submitting the relevant information within 48 hours.

These notification periods are intended to allow us to assess perishable products properly and do not limit any mandatory statutory consumer rights.

4. Information required

Please provide:

• Your order number.
• The affected product.
• A description of the issue.
• Clear photographs of the product.
• Photographs of the packaging where relevant.

5. Available solutions

Where an issue is confirmed, the appropriate solution may include:

• Replacement of the affected product.
• Partial refund.
• Full refund where appropriate.
• Another solution agreed with the customer.

6. Damaged products

If products have been damaged during transport, please provide photographs of both the products and the packaging where possible.

This information may be required in order to investigate the incident with the transport provider.

7. Incorrect or incomplete orders

If an order contains an incorrect product, incorrect quantity or missing item, please contact us as soon as possible.

Once the issue has been verified, we will take reasonable steps to correct the error without charging additional delivery costs where the error is attributable to Fruto Farmers.

8. Fresh and perishable products

Fresh fruit and other rapidly perishable foods may be excluded from the standard statutory right of withdrawal due to their nature.

This does not affect rights relating to defective, damaged, incorrectly supplied or non-conforming goods.

9. Non-perishable products

For non-perishable products, statutory rights of withdrawal and return will apply where required under Spanish and European Union legislation.

Exceptions may apply where sealed food products have been opened and cannot be returned for health protection, hygiene or product integrity reasons where permitted by law.

10. Storage after delivery

Customers are responsible for storing products appropriately after delivery.

Fruto Farmers cannot be held responsible for deterioration resulting from inappropriate storage, excessive heat, freezing or improper handling after successful delivery.

11. Order cancellation

Cancellation or modification requests should be submitted as soon as possible.

Where possible, requests received within 8 hours of placing an order will be considered before preparation or dispatch begins.

Once fresh products have been prepared or dispatched, cancellation may no longer be possible.

12. Refund processing

Approved refunds will normally be returned using the payment method used for the original transaction.

Processing times after a refund has been issued may depend on the customer’s bank or payment provider.

13. Professional customers

Office Fruit Delivery, HORECA and other professional orders may be subject to separately agreed commercial conditions.

These may include specific procedures for reporting quality issues, replacements, recurring deliveries and invoicing.

14. Statutory rights

Nothing in this Refund Policy limits or excludes mandatory rights available to consumers under applicable Spanish or European Union consumer legislation.

15. Changes to this policy

Fruto Farmers may update this Refund Policy when necessary to reflect changes in our products, services or applicable legislation.

16. Contact