The customer has the right to request the cancellation of an order at any time and to receive a refund of the full amount paid, except from the moment the order has entered the preparation phase; once it has been prepared, sent or delivered, in order to cancel an order or return it, either in part or in full, the customer must make use of the right of withdrawal or the right of return, the conditions of which are also specified below.

In those cases in which the order has not yet entered the preparation phase, it will be sufficient for the client to request its cancellation by e-mail, although the client should bear in mind that a period of time may elapse between receipt of the message and its reading and processing, during which the order may have entered the preparation phase and it may not be possible to stop its dispatch.

Once the order has been cancelled, Altos De Caleruega Sl undertakes to reimburse the full amount paid within a maximum period of 7 calendar days. For this purpose, the same method of payment will always be used, except in the case of payments by transfer to bank accounts belonging to a non-EU country, in which case the customer may choose between (1) accepting the repercussion of any commission that may be generated by transfers to accounts in countries that are not members of the European Economic Area, (2) providing an alternative method of payment, whether it be a Paypal account or a bank account in a non-EU country, or (3) providing an alternative method of payment, whether it be a bank account in a non-EU country or a bank account in a non-EU country.

In the case of refunds to bank accounts or cards in countries with a currency other than the euro, given that the amount to be refunded will be in euros - as was the payment - and in order to avoid the necessary commissions, the customer may also request to leave the amount as a credit for a future purchase.

In the event that the payment method used at the time of purchase is no longer available (Paypal account cancelled or card expired), the customer may request a refund on another Paypal account, a refund by transfer (with the reservations detailed above for bank accounts belonging to non-EU countries), or also leave the amount as credit for a future purchase; in no case may it be on a card other than the one used for payment of the order.

Once the order has been prepared, is ready for shipment, dispatched or delivered, any request for cancellation will be treated as a right of withdrawal. In order to exercise the right of withdrawal, the customer must communicate his decision in a clear manner, free of any ambiguity: either (1) by post, addressed to the head office of

Altos De Caleruega Sl C/ CANARIAS, 1 - 09400 ARANDA DE DUERO (Burgos)

 (2) by e-mail to

info@altosdecaleruega.com


 or The return of the order in the event of withdrawal will also give rise to the reimbursement of the entire order, including shipping costs, except in the case of having requested, for the original shipment, a type of shipment with a higher cost than the basic one; in this case, only the amount corresponding to a standard service will be reimbursed as shipping costs.

In the event of cancellation, Altos De Caleruega Sl will organise and assume the costs of collection and transport of the returned products to its warehouse, and will do so through one of its partner agencies and according to the usual conditions of a standard service, i.e. the customer must allow the collection of the products during the day, without the obligation to specify a specific timetable by the agency. The collection must be made at the same address where the original order was delivered. If the customer requests collection from another address, this must be confirmed in advance by Altos De Caleruega Sl, who reserves the right to request payment of the difference in the event that the cost of transport for collection from this new address is higher than the cost of collection from the original address.

No returns will be accepted for deliveries made to special territories or countries outside the European Union.

Every customer has the right of withdrawal without the need for justification provided that he/she exercises this right within 14 calendar days from the date of delivery of the order, as communicated by the transport agency, or from the return of the order to the transport agency in the event of failed delivery or repeated absence. The right of return due to withdrawal cannot be exercised when there are indications that the products have been opened, manipulated or exposed to unsuitable conditions. And it is compulsory to return the entire shipment in this case, with all products properly protected, in their original packaging and in perfect condition for subsequent sale.

Once the order has been recovered and the