DEADLINES, PLACE OF DELIVERY AND LOSSES
I. Product delivery
BODEGAS ALTANZA undertakes to deliver the product in perfect condition to the address indicated by the client in the order form, and which in any case must be within the national territory. In order to optimize delivery, we thank the customer for indicating an address where the order can be delivered within normal business hours.
BODEGAS ALTANZA will not be liable for errors caused in delivery when the delivery address entered by the customer in the order form does not match reality or has been omitted.
BODEGAS ALTANZA informs the customer that it is not possible for the same order to be divided into several deliveries. II. Delivery term
The maximum deadline set for deliveries is seven (7) days for shipments by NORMAL parcel transport and 48 hours for shipments made by URGENT transport. Check costs of one and the other transport.
It is important to note that orders received before 11 noon will go out that same day and orders received after 11 am will go out the next day. Weekends (Saturday and Sunday) do not count for order picking or delivery times.
These deadlines are means, and therefore an estimate. Therefore, it is possible that they vary for logistical reasons or force majeure. In cases of delays in deliveries, BODEGAS ALTANZA will inform its clients as soon as it becomes aware of them.
Each delivery is considered completed from the moment in which the transport company makes the product available to the customer, which is materialized through the control system used by the transport company.
In the case of delays in the delivery of orders attributable to BODEGAS ALTANZA, the customer may cancel their order in accordance with the procedure described in Section “11. Return”. Delays in delivery will not be considered those cases in which the order has been made available to the customer by the transport company within the agreed period and could not be delivered for reasons attributable to the customer.
III. Delivery Data, Deliveries not made and Loss
In the same email in which the customer is informed that the product has left the BODEGAS ALTANZA warehouses, the shipping number and the customer service number of the transport company responsible for the delivery are provided, so that, In the event that any incident arises in the delivery, the client can contact to resolve it.
If at the time of delivery the customer is absent, the carrier will leave a receipt indicating how to proceed to arrange a new delivery. BODEGAS ALTANZA contracts, as part of the courier delivery service, to carry out a series of follow-up actions (calls to customers in different time slots), aimed at guaranteeing that delivery occurs.
If after 7 working days after the delivery of the order, delivery has not been arranged, the customer should contact BODEGAS ALTANZA. In case the client does not proceed like this, after 10 business days from the delivery of the order, it will be returned to our warehouses and the client will be responsible for the shipping costs and return to origin of the merchandise, as well as possible associated management expenses.
If the reason why the delivery could not be made is the loss of the package, our carrier will initiate an investigation. In these cases, the response times of our carriers usually oscillate between one and three weeks.
IV. Diligence in delivery
The customer must check the good condition of the package with the carrier that, on behalf of BODEGAS ALTANZA, delivers the requested product, indicating on the delivery note any anomaly that may be detected in the packaging. If, subsequently, once the product has been reviewed, the client detects any incident such as blow, breakage, signs of having been opened or any damage caused to it by the shipment, the client undertakes to notify BODEGAS ALTANZA via email as soon as possible. possible time and in a maximum of 7 working days from delivery.
I. Return procedure
All products purchased at BODEGAS ALTANZA may be returned and reimbursed, provided that the customer communicates to BODEGAS ALTANZA his intention to return the product (s) purchased within a maximum period of 10 business days from the delivery date and that the rest of the conditions established in this section are met.
BODEGAS ALTANZA will only accept returns that meet the following requirements:
The product must be in the same state in which it was delivered and must retain, as far as possible, its original packaging and labeling.
In the event that it cannot be done in the same way as it was delivered, the customer must return it with packaging similar to how it was delivered so that the product reaches the BODEGAS ALTANZA warehouse with the maximum possible guarantees.
A copy of the delivery note must be included in the package, where the returned products and the reason for the return are also marked.
If the reason for the return is attributable to BODEGAS ALTANZA (the product is defective, not the one you ordered, etc.), the use of this service is free. If the reason is another (the products were served correctly but they are not to your liking), you should consult BODEGAS ALTANZA about the cost of this service (variable depending on the destination transport agency), the amount that will be discounted when making the payment of the products returned on the credit card or transfer.
To proceed with the return, you must contact us on the phone +34 941 450 860, once you confirm your return, BODEGAS ALTANZA will schedule the collection and inform the customer via email or phone of the date and time it will occur. .
BODEGAS ALTANZA will not be responsible for the expenses caused by those returns that occur without respecting the steps established in this procedure.
II. Customer refunds
The return of the products will result in a refund equal to the cost of the returned products less the cost of the return service.
Only in the event that the delivered product is defective or incorrect, BODEGAS ALTANZA will also reimburse the customer for the corresponding shipping costs. Returns and partial cancellations will result in partial refunds.
BODEGAS ALTANZA will manage the return order under the same system that was used for payment within 48 hours from the confirmation of arrival at the warehouse of the returned order. The application of the refund on the customer’s account or card will depend on the card and the issuing entity. The application period will be up to 7 days for debit cards and up to 30 days for credit cards.