Returns and Refund Policy

Returns for Unwanted Items

You may ask to return or exchange an eligible product within 14 days of receiving it.

This option does not apply to perishable goods or products that have been opened, partly used or cannot be resold for hygiene or food-safety reasons.

To begin a return, contact Pure Spain through the website contact form or call 01273 59 02 82 during office hours.

Where you no longer want an eligible product, we will refund the amount paid for that item, excluding delivery charges, provided that:

You tell us within 14 days of receiving the order.
You wait for our approval before sending anything back.
The product is returned safely and in the condition in which it was supplied.
The item is unused, unopened and undamaged.
The product is not perishable, chilled or frozen.
The original labels, packaging and accessories are included.

Once we approve the return, the item must normally be sent back within seven days unless we agree a different deadline with you.

How to Send an Item Back

You are responsible for making sure that unwanted products reach us safely.

We strongly recommend that you:

Use a tracked or signed-for postal service.
Keep your proof of postage.
Arrange insurance that covers the full value of the returned goods.
Reuse the original packaging wherever possible.
Add enough protective packaging to prevent damage while the parcel is in transit.

We cannot accept liability for returned items that are lost, delayed or damaged before they reach us.

No refund will be issued until the returned goods have arrived and have been checked by our team.

Non-Returnable Products

For health, hygiene and food-safety reasons, we are unable to accept returns of:

Perishable goods.
Refrigerated or frozen products.
Items that have been opened or partly consumed.
Goods that are no longer in their original condition.
Products damaged after they were delivered.
Items returned without required packaging or labels.
Any product that cannot safely or legally be offered for resale.

A returned product that appears to have been used, opened, stored incorrectly or tampered with may be disposed of and will not qualify for a refund.

These exclusions do not limit your legal rights if an item is faulty, damaged, unsafe or not as described.

Faulty, Damaged or Wrong Items

Please check the contents of your parcel as soon as it arrives.

If you receive an item that is faulty, damaged, unsafe, incorrect or materially different from its description, contact us as soon as possible.

Please provide:

Your order number.
A clear explanation of the issue.
Photographs showing the product and the problem.
Images of the outer packaging, internal packaging and courier label where relevant.

We may ask you to keep the item and packaging while we investigate. In some cases, we may also request that the product is returned for inspection.

Depending on the circumstances and your statutory rights, we may offer a repair, replacement or refund.

Where we ask you to return a faulty or incorrectly supplied product, we will cover reasonable return postage costs.

A refund or replacement may not be available where:

The product continued to be used after the issue became apparent.
The problem results from ordinary wear and tear.
The item was damaged through misuse, carelessness or poor storage.
Product handling, storage or preparation instructions were ignored.
The product deteriorated because the customer requested a delay or change to delivery or storage arrangements.

Perishable, Chilled and Frozen Goods

Perishable, chilled and frozen products cannot normally be returned because their condition and safety cannot be verified once they have left our control.

If one of these products arrives damaged, unsafe or not as described, please contact us within four hours of delivery wherever reasonably possible.

Keep the product, packaging and delivery label until we have replied, unless retaining the item could create a health or safety risk.

We may request photographs or other evidence before deciding whether a refund, replacement or other remedy is appropriate.

How Refunds Are Issued

Approved refunds will normally be returned to the payment method used for the original transaction.

We cannot send a refund to another person or an unrelated payment account.

Depending on the reason for the return, a refund may not include:

The original delivery fee, unless the law requires otherwise.
The cost of returning an unwanted product.
Missing, incomplete, opened, used or damaged goods.
Products that cannot be resold because they were stored, handled or packaged incorrectly.

After we process the refund, your bank or payment provider may take additional time to credit the money to your account.

Gift Card and Account Credit Purchases

Where an order was paid for using a Pure Spain Gift Card or account credit, any approved refund may be returned to the same Gift Card or added back to your Pure Spain account.

Amounts paid using a Gift Card will not normally be refunded as cash.

Where an order was paid using more than one payment method, the refund may be divided between those methods.

Undelivered or Refused Parcels

A parcel may be returned to us where delivery fails because of an action, omission or error by the customer or recipient.

This may include:

Supplying an incomplete or incorrect address.
Nobody being available to receive the order.
Failing to provide necessary gate codes or access details.
Refusing the parcel.
Ignoring courier messages or delivery instructions.

When a parcel is returned to us:

Perishable goods will be destroyed for food-safety reasons and will not be refunded.
Food products will not be dispatched again.
Eligible non-perishable products may be refunded after they have been received and inspected.
A 25% administration charge will be deducted from the refund. For orders over £60, this deduction will be capped at £15.
The original delivery charge will not be returned.

A replacement delivery requires a completely new order and separate payment.

Cancelling Before Your Order Leaves Us

To ask us to cancel an order, use the contact form on the Pure Spain website or telephone 01273 59 02 82 during office hours.

Please contact us before 10:00 am on the working day before the planned delivery date.

Where the deadline is close, telephone contact is recommended.

We will try to stop the order, but cancellation cannot be guaranteed once picking, packing or dispatch preparation has begun.

Cancelling an Order in Transit

Where practical, do not accept the parcel from the courier.

Any refund will depend on the type of goods and their condition when the parcel is returned.

Perishable, chilled and frozen products that have entered the delivery network will not normally qualify for a refund because we can no longer confirm that they are safe or suitable for resale.

For eligible non-perishable items, we may deduct the original delivery cost, return postage and reasonable handling charges from the amount refunded.

Contacting Pure Spain

To request a cancellation, return, refund or replacement, contact us using the form on the Pure Spain website or telephone 01273 59 02 82 during office hours.

Please provide your order number, contact details and a clear description of the issue so that we can deal with your request efficiently.