Shipping and Returns Policy

Any information on prices, quantities available, or delivery times sent by the Seller (hereinafter: Galletas Polen, S.A.) shall be considered a mere invitation to the Customer to place orders through its website www.galletaspolen.com or www.latiendadegalletas.com and, consequently, offers subject to the Seller's acceptance.

Orders in response to the sending of such information or its acceptance shall not give rise to a contract, which shall only be deemed to have been concluded when one of the following circumstances occurs:

a) Seller's Acceptance (Order Acceptance).
b) Commencement of the manufacture of the Goods, when they are specially manufactured for the said order.
c) Dispatch of Goods.

Prices

1. Prices will be displayed as final prices, meaning any tax or duty relating to the sale of the Goods will be included.
2. The prices indicated in quotations, estimates, or other documents issued by the Seller prior to order acceptance are not binding upon the Seller. The definitive price shall be that applicable on the date of order acceptance.
3. The Seller may increase the price of the Goods between the order acceptance date and the payment date in the following circumstances: a) Variation in the international prices of the Goods' raw materials, or their supply conditions. b) Additional expenses relating to the Goods or their supply. The Customer shall bear these price increases.

PAYMENT AND GUARANTEES

Payment for the Goods shall be made in advance, choosing one of the following three options: PayPal, credit card payment or bank transfer, with all expenses arising from the chosen payment system being borne by the Customer.
2. Payment shall not be considered to have been made until the corresponding amount has been effectively credited to the Seller's bank account.
3. Payment of the price shall be made in full; partial payments will not be accepted.
4. The Seller shall be entitled to retain the goods indefinitely if payment for them has not been made, or until such payment has been verified.
5. In case of non-payment, or problems with payment, if the Seller has already dispatched the Goods, the Seller shall be entitled to refuse to deliver them to the Customer, even if the Customer holds a document entitling them to obtain them.

DELIVERY

1. Delivery of the Goods shall be made to the place indicated in the order, or to a secondary delivery address subsequently agreed by the parties. If no delivery place has been specified, delivery shall take place at the Seller's premises.
2. Unless otherwise stated, Goods marked as stock material or a similar term are subject to availability.
The Seller may carry out partial deliveries, issuing an invoice for each of these shipments.
4. Dates and deadlines for dispatch or delivery of the Goods: A maximum delivery period of 7 working days is established for the Goods to be made available to the customer.
5. If, despite having made all reasonable efforts to meet a delivery date or deadline, it is not met due to reasons or causes beyond the Seller's control (accidents, losses or delays) once the goods have been handed over to the transport service provider, such non-compliance shall not be considered a contractual breach by the Seller, entitling the Customer to terminate the contract or claim damages, and the Seller shall be entitled to a reasonable extension of the delivery period or date or the dispatch of a new item if so determined by both parties.
6. The transport provider will send the buyer notification via email or text message, informing them of the product's departure from our facilities and the commencement of transportation, as well as updates on its progress.
7. The Customer shall store the Goods in an appropriate manner, and under the necessary conditions to protect and preserve them, (Store in a cool, dry place, away from sources of heat and/or moisture) at no cost to the Seller.
8. The buyer shall not alter or remove any identification marks on the Goods.
9. The Seller warrants that the Goods are fit for sale.

RETURNS/REFUND POLICY

The buyer may return the goods provided that neither the product nor its packaging have been tampered with and have not suffered any modification or damage. In any event, the buyer shall bear the transport and handling costs incurred in the collection of the goods.

1. The Customer shall inspect the Goods immediately upon their arrival at the agreed destination, in order to determine: a) If they have been damaged during transport, having 24 hours from receipt to report any type of defect. Claims made after the 24-hour period will not be considered. Damage sustained by the Goods in transit must be noted on the carrier's delivery note.
2. Should any quality defect be found, the Goods will not be processed, and the Customer will store them in their original packaging, making them available to the Seller for examination. Otherwise, the Customer will lose their right to claim such Defect. In these cases, the procedure will be to send an email to calidad@galletaspolen.com, attaching photographs and a brief description of the incident.
3. Upon receipt of the notification, the Seller may choose between:
a) Refund of the order amount.
b) Supply a replacement product.
c) Reduce the price in proportion to the Defect of the Goods. In any of the above circumstances, the Seller shall bear the transport costs of the replacement Goods or product but no other expenses.
4. Should any Quality Defect be found, the Customer shall store it in its original packaging, without using it, making it available to the Seller for examination. In these cases, the procedure will be to send an email to calidad@galletaspolen.com, attaching photographs and a brief description of the incident.
5. Once the incident has been received, the Seller may choose between:
a) Refund of the order amount.
b) Supply a replacement product.
c) Reduce the price in proportion to the Defect of the Goods.
In any of the above circumstances, the Seller shall bear the cost of transporting the replacement Goods or product, but no other costs.
6. Without prejudice to the foregoing, the Seller shall be entitled to investigate the claim and to request any evidence from the Customer that it deems necessary. If, as a result of the investigation, it is proven that the notified Defect does not exist, or that it is not the Seller's responsibility, the Seller shall be entitled to reimbursement of the expenses incurred by the Customer for the claim.

RIGHT OF WITHDRAWAL

In accordance with the provisions of Law 3/2014, of 27 March, amending the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of 16 November, and specifically Article 102 thereof, titled “Right of Withdrawal”, We inform you that in accordance with Article 103 and its subsections D and E, the right of withdrawal does not apply to products displayed and/or published on this website. (www.galletaspolen.com).

Article 102. Right of withdrawal.

  1. Except for the exceptions provided for in Article 103, the consumer and user shall have the right to withdraw from the contract within a period of 14 days.

Article 103. Exceptions to the right of withdrawal.

The right of withdrawal shall not apply to contracts relating to:

  1. d) “The supply of goods which are liable to deteriorate or expire rapidly.”
  2. e) “The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed by the consumer after delivery.”

NOTIFICATIONS

Notifications to be made to the Seller shall be sent to the address shown in the Order Acceptance, or to any other address subsequently provided to the Customer. Those to be made to the Customer shall be sent to their last known address.

DATA PROTECTION

In compliance with the provisions of the Organic Law on Personal Data Protection, we inform you that:
A) BEE POLLEN BISCUITS. Guarantees the confidentiality of all data provided by its customers. In addition to the minimums established by law, the collection and processing of data are carried out with security levels that prevent data loss or manipulation.
B) In accordance with current legislation, all GALLETAS POLEN customers have the right to access, rectify, cancel, and object to their data. Furthermore, at any time, customers may express their wish NOT to receive any type of advertising. To exercise these rights, customers can write to the following postal address: C/JAIME FERRAN, 26 (P.I. COGULLADA) 50014 ZARAGOZA – SPAIN or send an email to the address gestion@galletaspolen.com.
C) To ensure the best possible delivery of its services, GALLETAS POLEN is obliged to provide certain customer data, such as name, address, telephone number, etc., to other companies that collaborate in the provision of the service – carriers, financial institutions, etc. In all cases, the data provided are strictly necessary for the performance of the specific activity to be carried out.