Terms and Conditions of Purchase

These Purchase Conditions govern the acquisition of items through the website https://www.lavinateria.net/es/ (hereinafter the "Website") through which La Vinateria sells and advertises our products.

Access to the Website grants you the status of "User," understood as anyone who uses the Website for the purpose of obtaining information about the items offered, to register, or to place an order (hereinafter, an "Order").

1.1 Get to Know Us

The items on the Website are made available to you by Comas Calls Vinateria S.L. with registered office at Polígon Les Pinedes, Carrer Pompeu Fabra Hostalric, Girona 17450 Spain, provided with Tax Identification Number B17948548 and registered in the Commercial Registry under number Tomo 2590, Libro 0, Folio 110, Hoja GI-44119, Inscripción 1ª and with the following contact email: info@lavinateria.net

1.2 Acceptance of the Purchase Conditions

We recommend that you read these Purchase Conditions carefully before placing an Order. The use of the Website or the placing of an Order by any User implies full acceptance of these Purchase Conditions, the Privacy Policy, the Cookie Policy, and the Legal Notice, which are available on the Website.

If you have any questions related to the Purchase Conditions, the Privacy Policy, the Cookie Policy, or the Legal Notice, you can contact us through our usual contact channels, and if you do not agree with them, we ask that you leave the Website and do not place any Order. If you place an Order on behalf of a company, you should know that it will be bound by the same.

2. USE OF THE WEBSITE.

2.1 Access to the Website

The Website is free and open access, and generally does not require prior subscription or registration on the Website; however, to place an Order, it may require you to register beforehand.

In your use of the Website, you agree to use it, its contents, and its services in accordance with the Legal Notice, applicable law, public order, and good customs, and not to use it in a way intended to damage, disable, and/or overload the Website, or that may in any way prevent the normal use and operation of the same.

At La Vinateria, we make a continuous effort to keep the Website functioning properly, keeping the contents updated. However, at La Vinateria, we cannot guarantee the complete availability and continuity of access to the Website, or the updating of its contents.

2.2 Registration

As we mentioned, to place an Order, we may ask you to provide certain registration data or other information. By continuing with the registration, you agree to:

• provide true, accurate, current, and complete information in the registration form; and
• maintain and promptly update this information so that it remains true, accurate, current, and complete.

If we have reasonable grounds to suspect that such information does not meet the above criteria, we reserve the right to suspend or cancel your account, to cancel an Order, and even to deny you current or future use of the Website. The processing of personal data you provide us through the registration form will be governed by our Privacy Policy.

2.3 Limitations on Use of the Website

By using the Website, you agree not to:

• Perform actions likely to alter, deteriorate, interrupt, or damage our electronic systems or those of third parties; as well as not to obstruct other users' access to the Website and its services by massively consuming the computing resources through which we provide our services.
• Attempt to access other users' email accounts or restricted areas of our or third parties' computer systems and, if applicable, extract information.
• Infringe our intellectual or industrial property rights or those of third parties.
• Reproduce, copy, distribute (or any other form of public communication), transform, or modify the contents published on the Website.
• Use any robot, spider, or other device, process, or automatic means for any purpose, including monitoring or copying any material on the Website.
• Bypass any measure we may take to prevent or restrict access to certain areas of the Website.
• Attempt in any other way to interfere with the proper functioning of the Website.

Additionally, when placing an Order through the Website, you agree to:

• Use the Website solely to place Orders that are legally valid.
• Not place any false or fraudulent Order. If for any reason we consider that such an order has been placed, we are authorized to cancel it and report it to the appropriate authorities.
• Provide us with truthful and accurate contact and billing information, as otherwise, we will not be able to process your order.
• By placing an Order through the Website, confirm that you are of legal age and have the legal capacity to enter into contracts, especially regarding purchases made through the Website.

2.4 Security and Password

Your password is for your personal use and you should not share it with anyone nor provide any other person access to restricted areas of the Website or parts thereof using your username, password, or other security information.

If there is any unauthorized access or use related to your username or password, you must notify us immediately. We may cancel or block your account to protect you, La Vinateria, or other users.

3. ORDERS

You may place Orders through the Website, for which it is necessary that you accept these Purchase Conditions and the Privacy Policy.

3.1 Placing an Order

To place an Order, you must follow the online purchase procedure and confirm your Order to complete it.

Before confirming, we will show you a summary with the selected items, the itemized total price, and the information you have provided us. You may go back at any time during the process to review and correct the data entered before finalizing the purchase.

The contract may be formalized in any of the languages in which the Website is available, specifically in the language you are browsing in when placing your Order.

We will keep a record of your Order and the confirmation we send you by email, which constitutes the contract document in durable form. We recommend that you keep it; if you need it again, you can request it from us through our Customer Service channels.

If you do not receive the Order confirmation, check that the payment has been correctly made to your bank account. If the payment is confirmed, check your junk or "spam" mail. It should be there. In any other case, do not hesitate to contact us using any of the contact methods indicated in the Customer Service section.

All personal data or information you provide us to place an Order will be processed as established in the Privacy Policy.

3.2 Modify an Order

If you detect that there is an error in any of the data you entered when placing the order, you can contact us using any of the contact methods indicated in the Customer Service section and we will do our best to correct it.

3.3 Product Availability

All Orders are subject to product availability. If there is any stock or supply issue that prevents us from sending you an item, we may offer you an equivalent alternative. If the alternative is not of your interest, we will proceed with a full refund of any amount you have paid.

4. PRICE

4.1 Amounts

The prices applicable to the products are those indicated at each moment on the Website on the date the Order is placed.

The final price shown to you before confirming the Order is the full price and includes VAT and any other applicable indirect tax, as well as shipping costs and other additional expenses, which will be clearly itemized before confirmation.

When, due to the nature of the product or shipping, any of these costs cannot be calculated in advance, we will inform you that an additional charge may apply and how it will be determined.

For international shipments, and depending on the customs regulations of the destination country, tariffs, import taxes, or customs clearance fees may apply. These amounts are not included in the price, are paid at destination, and will be your responsibility.

4.2 Payment

Once you have selected all the items you wish to purchase, they will have been added to your cart and the next step will be to process the order and make the payment. To do this, you must follow the steps of the purchase process, filling in or verifying the information requested at each step; you will also be informed of the accepted payment methods. In any case, the choice of payment method is made during the purchase process on the corresponding screen at no additional cost.

In the event of any unauthorized or fraudulent charge on the card used for purchases, we ask that you notify us as soon as possible through the usual contact methods so that we can take the appropriate actions.

4.3 Payment Methods

To place an Order, you must provide a payment method. The Website may redirect you to third-party platforms to complete the payment of the Order using any of the payment methods you have selected.

The payment methods accepted on https://www.lavinateria.net/es/ are: Credit card, Bank transfer, Debit card.

Payment method providers or issuers may adopt anti-fraud measures that result in the rejection of certain types of transactions over which we have no control, so at La Vinateria we are not responsible for the application of such security policies.

You can modify your payment methods through your account or by contacting us using any of the contact methods indicated in the Customer Service section.

4.4 Invoices

When making your purchase, you have the right to receive a paper invoice free of charge. If you wish to receive it in electronic format, you only need to expressly authorize it by checking the corresponding box or notifying us through any of our Customer Service channels.

You may revoke this consent at any time by contacting us through the same Customer Service channels, without any cost to you.

4.5 Promotions and Discounts

At La Vinateria, we may launch promotional campaigns or apply discounts on our products or services at any time. These campaigns will be available during the period expressly indicated in the promotion itself or while they remain published on our website.

Unless otherwise indicated, promotions and discounts will be for one-time use only, not cumulative with each other, and subject to availability. At La Vinateria, we reserve the right to cancel any order if we detect an obvious error in the published price or improper, fraudulent, or contrary use to the promotion conditions.

5. SHIPPING

5.1 Shipping Methods

During the purchase process, we will inform you if the shipment can be made to the address you have provided, as well as the available shipping options and their rates, if applicable. Currently, we have the following shipping methods available:

Shipping Method	Delivery Time	Rate
Standard	24-72 hours	Shipping costs are calculated based on the destination, weight, volume, delivery method, and the characteristics of the products included in the Order.

To complete your order, you must confirm the selected shipping method. We will make every effort to deliver your Order within the indicated timeframe for the chosen shipping method and, in any case, within a maximum period of 30 calendar days from the confirmation of the Order.
During high demand periods, such as sales or special campaigns, or due to logistical or weather-related incidents, delivery may be delayed; if this occurs, we will inform you as soon as possible. If we do not deliver on time, you may require us to do so within an additional reasonable period and, if we also fail to deliver within that period, cancel the Order, in which case we will refund all amounts paid without undue delay.

5.2 Deliveries

For the purposes of these Purchase Conditions, delivery or the order being delivered will be understood to have occurred at the moment you or a third party authorized by you acquires physical possession of the products, which will be evidenced by the signature of receipt of the order at the agreed delivery address.

If delivery is not possible due to the recipient's absence, the shipping agency will contact you by the usual means to inform you of the next steps to enable delivery.

6. RETURNS AND WITHDRAWAL.

6.1 Returns due to withdrawal

Have you changed your mind? No problem. According to European Union consumer protection legislation, you have the right to withdraw from all or part of your Order, without needing to provide a reason, within 14 calendar days from the date you, or a third party authorized by you, receive the products.

To exercise this right you can:

• Withdraw your Order here, without leaving the Website. This is the fastest way: you can do it throughout the withdrawal period and we will confirm receipt without delay in durable form, indicating its content and the date and time we received it.
• Write to us through any of the channels in the Customer Service section, telling us you want to withdraw your Order. You do not need to explain the reason or fulfill any formalities; if you provide us with the Order number, it will help us process it faster.

If you prefer not to write the message, you can copy the withdrawal form template found at the end of this section. Its use is optional: any communication clearly expressing your decision is equally valid.

If you have any questions, you can contact us through the usual channels available in the Customer Service section of these Terms of Purchase.

Withdrawal form template:

(You only need to complete and send this form if you wish to withdraw. Its use is not mandatory.)

To the attention of Comas Calls Vinateria S.L., with address at Polígon Les Pinedes, Carrer Pompeu Fabra , 17450 Hostalric, Girona, Spain, and email info@lavinateria.net: I hereby inform you that I withdraw from my sales contract for the following goods:

• Order number:
• Product or products:
• Date of Order and receipt:
• Name and address of the consumer:
• Signature of the consumer (only if the form is submitted on paper):
• Date:

Shipping cost for withdrawal:

Once you inform us that you withdraw, you will have 14 calendar days to return the Order.

You can send us the Order by the means you prefer or use the means we provide, in which case the shipping cost will be applied to you as appropriate in each case:

Case	Cost
Standard return	Handled by the customer

6.2 Refunds

When making a return exercising your right of withdrawal, we will refund all amounts received, including ordinary delivery costs, if any. Additional costs arising from choosing a delivery method other than the most economical ordinary method we offer will not be refunded. Also, if you withdraw only part of the Order, shipping costs will not be refunded.

We will proceed with the refund within a maximum period of 14 calendar days from the moment you inform us of your decision to withdraw. However, we may withhold the refund until we have received the Order or until you provide proof of its return, whichever occurs first; at that moment, we will make the refund without delay. We will do so using the same payment method you used to place the Order and at no cost for the refund, unless you expressly indicate otherwise. If you have not received it within this period, contact us and we will assist you.

Remember that you will only be responsible for the decrease in value of the products resulting from handling other than what is necessary to establish their nature, characteristics, or functioning. That is: you can examine the item as you would in a physical store, but if you return it used, damaged, or incomplete, we may deduct from the refund the amount corresponding to that loss of value. To avoid this, we ask you, whenever possible, to return the item with all its original packaging, instructions, and other accompanying documents.

6.3 Exceptions

The right of withdrawal does not apply to products that:

• By their nature may deteriorate or expire quickly;
• Are sealed and cannot be returned for health protection or hygiene reasons if the seal has been removed; and
• Have been personalized or made according to your specifications.

6.4 Returns of defective items

Is there a problem with one of the items in the Order? All our products are covered by the legal warranty of conformity: they must correspond to their description, be suitable for their usual use, and function like any other product of the same type.
If an item is non-compliant, you can choose between its repair or replacement free of charge, unless one of these options is impossible or disproportionate. If we cannot repair or replace it within a reasonable time, or the non-compliance persists, you may demand a price reduction or contract termination with a refund.

This warranty is independent of the right of withdrawal and does not entail any cost to you. To proceed with a return of a defective product, please contact us through the channels we provide.

6.5 Issues with fresh products

Due to their perishable nature, fresh products are excluded from the right of withdrawal, as indicated in the Exceptions section. This does not affect your right to receive them in good condition.

If the Order arrives in poor condition, incomplete, or different from what was requested, please contact us as soon as possible, preferably within 24 hours of delivery so that we can verify the issue. You can do so through the usual customer service channels or by email at info@lavinateria.net, detailing the reasons. Once the issue is verified, we will proceed with the replacement of the product or refund, and the corresponding return shipping costs will be borne by us.

We ask that whenever possible, you check the Orders at the time of receipt so that if there is any issue, you can contact us as soon as possible and we can provide you with a solution.

7. CUSTOMER SERVICE

For any questions, suggestions, inquiries, or complaints about the Website, you can contact our customer service through any of the following means:

• Email: info@lavinateria.net
• Postal mail at the following address: C/ Pompeu Fabra, 417450 Hostalric
• Hours: Mañanas de lunes a sábado de 9h a 14h Tardes de martes a viernes de 16h a 20h

We will attend to you and respond as soon as possible and in any case within a maximum period of one month. If your complaint is not resolved through our customer service, we will inform you about the competent alternative consumer dispute resolution entities, without prejudice to your right to go to consumer authorities or the courts.

8. LIMITATION OF LIABILITY

8.1 About the information.

The content of the Website is general in nature and intended for informational purposes without guaranteeing its completeness, accuracy, timeliness, or usefulness for a specific purpose.

We do our best to accurately display the attributes of our products. However, the representation of colors may vary slightly depending on the screen of the device you use. These possible display variations do not affect your right to receive a product that conforms to its description nor the other rights granted to you by law.

8.2 About third-party linked content and services.

We provide you with links to third-party websites, platforms, and content to offer and manage Orders, and it is your responsibility to read and accept the terms and conditions and privacy policies published on those linked websites or applications.

Under no circumstances does the existence of linked sites, integrations, the presence of plugins, or search mechanisms imply our recommendation or promotion of the linked sites or their content. Therefore, we are not responsible for the content, statements, or services provided by third-party websites.

In any case, we will proceed to the immediate removal of any link when the content it redirects to may contravene national or international legislation, morality, or public order. Therefore, if you believe there is a linked website with illegal or inappropriate content, we ask you to inform us so that we can take the appropriate measures.

8.3 About the availability of the website.

We have adopted, and will continue to adopt, all necessary measures within our capabilities and the state of technology to ensure the proper functioning of the Website and to prevent the existence of harmful components. However, we will not be liable for any damages or losses that you or third parties may suffer due to the inability to access the Website, as well as the presence of viruses, worms, or other harmful elements. Nothing in this section excludes or limits our liability in cases of fraud or gross negligence, nor any of the rights that consumer legislation imperatively grants you.

8.4 Dangerous products

All products available on https://www.lavinateria.net/es/ comply with the safety requirements set forth in Regulation (EU) 2023/988 on General Product Safety. If you believe that any product may be dangerous because it may pose a risk to the health and safety of users, please contact us at the following email: info@lavinateria.net.

9. REVIEWS AND RATINGS

At La Vinateria we allow Users who have placed an Order to share their experience through reviews, ratings, and comments (hereinafter, the “Reviews”). These Reviews aim to help other Users make informed decisions.

By submitting a Review, you expressly accept these Terms of Purchase, the Legal Notice and the Privacy Policy, and declare that:

• You are of legal age.
• You are the original author of the content or have the necessary authorizations for its publication.
• The Review reflects a real personal experience, either your own or of people in your environment for whom you have authorization to share such experience.
• You have not received any payment, gift, discount, or other compensation in exchange for posting the Review. We do not publish purchased or incentivized reviews. If a review comes from a commercial collaboration, it will not be shown as a consumer opinion and will be clearly and unequivocally identified as promotional content.
• The content does not infringe third-party rights (including copyright, image rights, data protection, trade secrets, or the right to honor).
• You do not include personal data (such as full names, addresses, emails, phone numbers, Order numbers, or similar identifiers) of yourself or third parties.
• You refrain from including images or references to minors.
• You agree that, when the system requires it, you may be asked for a pseudonym, which may be visible alongside the Review.

9.1 Moderation and publication

At La Vinateria we may review Reviews, both through automated systems and manual methods, before or after their publication. Likewise, we reserve the right to remove or reject them, in whole or in part and without prior notice, if:

• They are false, misleading, inaccurate, or not based on a real experience.
• They contain offensive, defamatory, threatening, discriminatory, sexist, racist language or incite hatred or violence.
• They include advertising, spam, links, prices, external comparisons, or other commercial purposes.
• They contain viruses or potentially harmful technical elements.
• They refer to issues unrelated to the evaluated Order, such as payment problems, returns, or other incidents (for these, the designated contact channels must be used).
• They contain any type of personal data or sensitive data pursuant to Article 9 of Regulation (EU) 2016/679 (such as health, beliefs, sexual orientation, etc.).
• They constitute attacks on other Users or other Reviews.

Although we may correct spelling or formatting errors that do not alter the content, as well as delete personal data included by mistake, we will publish both positive and negative Reviews that meet these requirements and under the same moderation criteria. Likewise, you may publish only one Review per Order placed.

9.2 Verification and publication of reviews

We apply reasonable and proportionate measures to verify that the Reviews come from people who have actually purchased or used the product. To do this, we check that each Review corresponds to an Order actually placed, through the Order number, the email linked to the account, or another technical validation mechanism. Reviews that pass this check may be displayed as verified, indicating the verification method applied.

Reviews may come both from those who have placed an Order directly on La Vinateria and from third-party websites, in which case we may indicate their origin.

Once published, we will inform you about the criteria used to determine their order of appearance, which will be based on objective parameters such as the publication date, relevance, or usefulness. Under no circumstances will the original content or rating be modified.

9.3 Rights of use over Reviews

By submitting a review, you grant us a free, non-exclusive license to use, reproduce, adapt, translate, publicly communicate, or distribute the Review, in any medium or format, including websites, social networks, commercial communications, points of sale, and, in particular, also for advertising or promotional purposes.

This license does not grant you the right to remuneration and will remain in effect as long as the Review remains published. If you request its removal or revoke your consent in accordance with the following section, we will cease to use it in new media or campaigns, without prejudice to uses already made in accordance with the law.

9.4 Removal, modification, and revocation

You may request at any time the removal, anonymization, or modification of your Review by contacting info@lavinateria.net. You may also revoke the consent granted for its use, without prejudice to the processing already carried out in accordance with the law.

9.5 Liability

As a User, you are solely responsible for the content of your Review and any legal consequences arising from it. Reviews reflect the personal opinions of their authors, and therefore do not constitute statements or guarantees issued by us. At La Vinateria, we disclaim all liability regarding their truthfulness, accuracy, or usefulness.

10. MISCELLANEOUS PROVISIONS

10.1 Force Majeure

In the event that a fortuitous event or force majeure occurs that prevents or delays the fulfillment of our obligations, we may be forced to suspend your Order in whole or in part. Such events shall be considered, in particular, without this list being exhaustive: war, riots, insurrection, social unrest, strikes of any kind, and supply problems not attributable to us.

If a fortuitous event or force majeure occurs, we will inform you without undue delay. In the event that such suspension extends beyond a period of 20 days or if it becomes evident that we will not be able to fulfill the order, you will have the option to terminate the current Order and a refund will then be processed under the conditions set forth in these Purchase Conditions.

10.2 Independence and Integrity of Clauses

The illegality, invalidity, or ineffectiveness of any of the clauses that make up these Purchase Conditions shall not affect the effectiveness of the rest, provided that the rights and obligations are not essentially affected. Such clauses shall be replaced or supplemented with others that, being in accordance with the law, fulfill the purpose of the replaced clauses.

10.3 Modification of the Purchase Conditions

These Purchase Conditions were last updated on 04/09/2026. We may review and update these Purchase Conditions, notifying you by the usual means; when the modification affects substantial elements, it will not take effect until 14 days after its publication. In any case, each Order will be subject to the Purchase Conditions in force at the time it is placed, and no subsequent modification will affect Orders already placed.

10.4 Applicable Law and Jurisdiction

Access to and use of https://www.lavinateria.net/es/ shall be governed by the provisions of Spanish law. Any dispute or controversy shall be resolved by the courts and tribunals of Santa Coloma de Farners with express waiver of any other jurisdiction that may correspond to you, except in the case where you are considered a consumer, in which case the courts and tribunals of your domicile shall have jurisdiction.

Shipments

Shipping Methods
During the purchase process, the customer will be informed of the available shipping methods based on the destination, weight, volume, and characteristics of the Order.
The available delivery methods may include:

Standard home delivery.

Delivery to a pickup point, when this option is available.
Free pickup at LaVinateria’s establishment in Hostalric, if this method is enabled during the purchase process.
The shipping method, estimated delivery time, and corresponding cost will be shown before confirming and paying for the Order.
Deliveries to PO boxes are not made.
LaVinateria reserves the right to select or modify the shipping company responsible for the delivery, provided that this does not cause harm to the customer or substantially alter the delivery conditions accepted when placing the Order.

Delivery Areas
LaVinateria makes deliveries to the territories and countries enabled at any given time during the purchase process.
Shipping availability will depend on the delivery address provided, the type of product, and the logistical conditions applicable to the Order.
If a destination is not available, the system will not allow the purchase to be completed or LaVinateria will inform the customer before processing the shipment.
Any applicable taxes, duties, customs fees, or additional charges at the destination will not be included in the Order price, unless expressly stated otherwise.

Preparation and Delivery Times

Orders will be prepared once payment has been correctly confirmed and provided the products are available.
For Orders paid by bank transfer, preparation will not begin until LaVinateria has received effective confirmation of the payment.
As a general rule, shipments to the Peninsula will be delivered within an estimated 48 to 72 business hours, counted from the moment the Order leaves LaVinateria’s facilities and is handed over to the shipping company.
Shipments to the Balearic Islands, Portugal, or other enabled destinations may have longer delivery times, which will be indicated during the purchase process or before confirming the Order.
Once the Order has been dispatched, the customer may receive a confirmation communication of the shipment and, when available, the necessary information to track it.
Ordinary deliveries are not made on Saturdays, Sundays, or holidays, unless expressly stated otherwise.
Delivery times are estimated and may be affected by causes beyond LaVinateria’s control, such as weather incidents, high demand campaigns, strikes, breakdowns, logistical problems, or difficulties accessing the delivery address.
In case of significant delay, LaVinateria will inform the customer as soon as it becomes aware of the issue.

Shipping Costs
Shipping costs are calculated based on the destination, weight, volume, delivery method, and the characteristics of the products included in the Order.
The corresponding amount will be clearly displayed before confirming the purchase.
Shipping rates include transportation and, when applicable, insurance associated with the shipment.
Free shipping promotions will be subject to the specific conditions indicated in each campaign and may depend on a minimum purchase amount, the destination, or certain products.

Delivery Address
The customer must provide a complete, correct, and accessible delivery address.
It is recommended to indicate an address where someone is available during the usual delivery hours.
LaVinateria will not be responsible for delays or additional costs resulting from:
- An incomplete or incorrect address.
- The repeated absence of the recipient.
- The inability to access the delivery location.
- Failure to respond to notifications from the transport company.
If an error in the address is detected, the customer must report it as soon as possible through the channels indicated in the Customer Service section.
If the Order has already been shipped, LaVinateria cannot guarantee that the address can be modified.
5.6 Delivery Attempts and Recipient Absence
If no one is available at the time of delivery, the transport company may make a new delivery attempt, contact the recipient, leave the Order at a pickup point, or temporarily hold it at their facilities.
The specific procedure will depend on the transport company and the selected delivery method.
If the Order cannot be delivered due to the recipient’s absence, lack of response, or incorrect information, it may be returned to LaVinateria’s facilities.
In such a case, LaVinateria may request payment for the costs arising from a new shipment, provided that the delivery failure is attributable to the customer.

Receipt and Inspection of the Order

At the time of receiving the Order, the customer must check the external condition of the package before accepting delivery.
If any dents, moisture, breakage, tampering, or any visible anomaly is detected, it is recommended to:
- Record the incident on the carrier’s delivery note or device.
- Take photographs of the packaging and the affected products.
- Contact LaVinateria as soon as possible through Customer Service channels.
If the package is wet, shows obvious damage, or there are reasonable signs of internal breakage, the customer may refuse delivery and immediately report the incident.
The absence of observations at the time of delivery will not prevent the consumer from exercising their legally entitled rights, although it may make it more difficult to prove that the damage occurred during transport.

Damaged, incomplete, incorrect, or lost orders

If the Order arrives damaged, incomplete, incorrect, or does not arrive within a reasonable time, the customer must notify LaVinateria as soon as possible.
LaVinateria may request:
- The Order number.
- Photographs of the packaging.
- Photographs of the affected products.
- The shipping label.
- A description of the issue.

Once the issue has been verified, LaVinateria may, as appropriate:
- Resend the affected products.
- Replace the damaged or incorrect products.
- Refund the corresponding amount.
- Refund the proportional part of the shipping costs.

The solution will be determined based on product availability, the nature of the issue, and the customer's preference when legally applicable.

Delivery and transfer of risk
The Order will be considered delivered when the customer, or a third party indicated by them other than the carrier, has taken physical possession of the products.
The risk of loss or damage to the products will transfer to the customer at the time of actual delivery.