Política de reembolso

RETURN AND REFUND POLICY

Our Commitment

At Milk Bar Gelato, we're committed to your satisfaction. Due to the perishable nature of our gelato products, we have specific policies in place to ensure food safety while protecting your consumer rights under EU law.

Perishable Products - Special Conditions

As our products are perishable food items, they are exempt from the standard 14-day right of withdrawal under EU Consumer Rights Directive (2011/83/EU). Returns of gelato products are not accepted once the package has been opened or if the cold chain has been broken.

When You Can Request a Refund

We will provide a full refund in the following circumstances:

  • Damaged or defective products: If your order arrives damaged, melted, or in unsatisfactory condition
  • Incorrect order: If you receive the wrong products
  • Delivery issues: If your order doesn't arrive within the estimated delivery timeframe
  • Quality concerns: If the product quality doesn't meet our standards upon arrival

How to Request a Refund

If you experience any of the above issues, please contact us within 24 hours of delivery at:

  • Email: meltgelatoes@gmail.com

Please include:

  • Your order number
  • Photos of the product and packaging (if applicable)
  • Description of the issue

Refund Process

  • Refund requests are reviewed within 1-2 business days
  • Approved refunds are processed within 5-7 business days
  • Refunds will be issued to your original payment method
  • You will receive an email confirmation once your refund has been processed

Non-Returnable Items

Due to food safety regulations, we cannot accept returns of:

  • Opened or partially consumed products
  • Products that have been stored improperly after delivery
  • Products ordered more than 24 hours ago without documented delivery issues

EU Consumer Rights

As a business operating in Spain, we comply with EU consumer protection laws including:

  • Right to conformity of goods (Directive 2019/771/EU)
  • Consumer rights directive (Directive 2011/83/EU)

Contact Us

If you have questions about our return and refund policy, please contact us:

  • Email: meltgelatoes@gmail.com
  • Phone: +34 666 30 22 67