Returns & Refund Policy

At The Gourmet Box we work with high-quality perishable products (D.O. Iberian ham, extra virgin olive oil, Manchego cheese, etc.) and each box is prepared to order. Below you'll find our returns and refund policy for professional (B2B) clients.

1. Defective or damaged products

If you receive a product that is damaged, in poor condition or different from what was ordered, please contact us within 48 hours of receipt. Include photographs of the product and packaging.

Resolution: replacement shipment at no additional cost or full refund for the affected product, at the client's choice.

2. Shipping issues

If a shipment does not arrive within the estimated timeframe, is lost or damaged by the carrier, we handle the claim directly with the courier company. The client will receive a replacement or refund within a maximum of 10 business days.

3. Cancellations

Customised orders: may be cancelled at no cost if production has not begun (generally within the first 24 hours after confirmation). Once production or personalisation has started (logo silkscreening, corporate cards), cancellation will not be possible.

Standard orders: may be cancelled before dispatch at no cost.

4. Non-refundable products

As we work with perishable food products, we do not accept returns of products that have been correctly delivered and are in perfect condition. This policy complies with EU Consumer Rights Directive 2011/83/EU (Article 16.d), which exempts goods liable to deteriorate or expire rapidly from the right of withdrawal.

5. Refunds

Approved refunds will be processed via the same payment method used for the original purchase within 5-10 business days of approval. For invoiced orders, a corresponding credit note will be issued.

6. Large volume orders

For orders of more than 100 units, return and cancellation terms are agreed individually in the commercial proposal.

7. Contact

For any issue, email us at contact@thegourmet-box.com or call +34 661 512 383. Our team responds within 24 business hours.

Last updated: April 2026

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