LUX IBÉRICO: Garantía y Política de devolución

All our ham or shoulder pieces are in the highest quality category within their type, considering factors such as breed and nutrition. When a part does not meet the rigorous quality standards our experts expect to find, it is recalled immediately. This can occur during any of the numerous checks we carry out on each piece, from its selection at origin to its delivery to the customer’s home.

Nuestro compromiso es proporcionar lo mejor a nuestros clientes, y si, a pesar de nuestros esfuerzos, no quedan satisfechos, nuestra garantía total entra en acción para encontrar una solución.

Protocolo de devoluciones de LUX IBÉRICO

Our hams are subjected to three rigorous quality controls, which gives us total certainty of their excellence. However, we recognize that tastes may vary, so if you are not completely satisfied with the product, we will be more than willing to exchange it for another item.

The customer has the right to return defective products or products that do not meet his expectations. The customer has a period of 7 days from the time he receives the product to notify LUX IBÉRICO about the defect or discrepancy and proceed to return the product. By sending an e-mail to info@luxiberico.com

Si el cliente devuelve el producto debido a defectos o falta de conformidad, y la devolución es aceptada (ver protocolos), LUX IBÉRICO reemplazará el producto por otro con características similares y asumirá los gastos de envío, así como los costes directos de la devolución.

¿Cuáles son las instrucciones para hacer una devolución de un producto comprado en la Tienda Online?

If, in spite of all our rigorous quality controls, you are not satisfied with your ham or shoulder, either because it is not to your liking or because it has a problem, you must inform us immediately. You can do this by sending us photos of the current condition of the part and providing a brief explanation of the problem, along with your order reference number. To do so, you must write an email to info@luxiberico.com

A partir de ese momento, pondremos en marcha el siguiente protocolo de acción:

Protocolo para piezas enteras (Jamón o Paleta)

• Recogida de la pieza.
• Análisis del problema por parte de nuestros expertos en nuestro almacén.
• Solución:
  • Si la pieza apenas ha sido consumida o cortada (máximo 10% del peso del producto), procederemos al cambio por otra de la misma calidad.
  • In case the piece has been consumed to a large extent, our experts will evaluate the amount still to be cut. In that case, we will send you the same quantity and of the same quality, which will be previously cut and vacuum-packed in envelopes.
    

Any piece that has been cut after delivery at your destination by a company, butcher or delicatessen other than LUX IBÉRICO will not be subject to the application of this protocol. In order for you to benefit from this protocol, the piece must be kept intact (uncut), otherwise LUX IBÉRICO cannot be held responsible for any problems that the piece may present.

Protocolo para piezas enteras (Jamón o Paleta): Cortadas y envasadas al vacío

Si, al abrir un sobre de loncheado, no encuentra el sabor que esperaba, y lo mismo sucede con un segundo sobre (le recomendamos probar un segundo ya que el sabor del jamón puede variar según la parte de la pieza de la que proviene) y confirma que no está satisfecho, le pedimos que nos notifique de inmediato a través del email info@luxiberico.com

If necessary, you can attach a photo and, above all, explain why you are not satisfied. The collection procedure will be carried out as follows:

• Se llevaría a cabo la recogida del producto.
• Upon arrival at our warehouse, if only two envelopes are missing to complete the total amount, we will send you another complete and cut ham or shoulder. If, on the other hand, more envelopes are missing, we will send you a complete and cut ham or shoulder without the missing envelopes.
  

Protocolo para embutidos curados: En pieza y envasados al vacío

In the case of other cured meat products, such as sausages in pieces and vacuum-packed, a solution will be provided according to the nature of the problem, provided that the claim is made within a maximum period of 14 days from receipt of the order. After this period, the claim period will have expired and it will not be possible to offer a solution. Therefore, we recommend that you carefully check the products upon arrival, paying special attention to the integrity of the vacuum packaging.

Protocolo para sobres loncheados varios y sueltos: Procedimiento y soluciones

In the case of loose and various sliced envelopes, it is important to verify upon arrival that the vacuum packaging is correct. If you encounter any problems in this regard, please submit any complaints within 14 days of receipt of the order via your private panel. After that time, we will not be able to accept any changes or claims.

This warranty and return protocol is valid only for a maximum period of 14 days after receipt of your order. After this period, the return and exchange protocol will no longer apply. However, please note that each incident will be thoroughly analyzed by our experts.

Derecho de desistimiento, devoluciones y reclamaciones

El comprador tiene un plazo de catorce días naturales para ejercer su derecho de desistimiento, contados a partir del día en que reciba el producto, sin incurrir en ninguna penalización y sin necesidad de proporcionar una razón específica.

To exercise the right of withdrawal, the buyer may notify its decision by e-mail to info@luxiberico.com. Customer data will be kept for the time strictly necessary to fulfill the intended purpose (8 years), in accordance with legal obligations. The legal basis for data processing is legal compliance.

According to the provisions of Article 103 of Law 3/2014 of March 27, amending the revised text of the General Law for the Defense of Consumers and Users, the right of withdrawal does not apply to supplies of services or goods made to the consumer’s specifications or clearly personalized, nor to those goods which, by their nature, cannot be returned or which may deteriorate or expire rapidly. In these cases, the customer will be responsible for the return costs.

In any case, the products to be returned must be in perfect condition, unused and in their original packaging. To avoid problems during transport, it is recommended to ensure that the package is adequately protected and sealed. Once we receive the products, we will check them to verify that they are complete and in perfect condition, including components, accessories, promotional gifts and documentation. If everything is in order, we will proceed to refund the amount paid.

In the case of hams, shoulders and sausages, it is necessary to return at least 90% of the weight of the product. In other words, parts started with more than 10% of the product missing will not be accepted. Hams and shoulders must be returned with the original seals, seals or labels without manipulations.

Devolución del producto defectuoso

In the event that the product is not in good condition and the causes of this are not attributable to the customer, the customer shall have the right to return the product. To exercise this right, the customer must inform LUX IBÉRICO about the reason for the return through any of the means provided in these conditions of contract, and this will not generate any additional cost to the customer. It is important to note that this return, due to defects or poor condition of the product, is not considered an exercise of the right of withdrawal.

LUX IBÉRICO se compromete a asumir los costos asociados a la devolución y a proporcionar al cliente un producto nuevo de acuerdo con las condiciones aceptadas en el momento de la venta.

Si el cliente desea presentar una reclamación, puede comunicarse a través del correo electrónico info@luxiberico.com.