Refund policy
PART 1 · UK TERMS (ENGLISH)
DELIVERY & RETURNS (UNITED KINGDOM)
1. Buying products on our website
By placing an order at mallorcadistillery.com, the Customer confirms that they have read and accepted these Delivery & Returns Terms. If the Customer is not happy with any aspect of them, they should contact info@mallorcadistillery.com before placing an order.
In these terms, “Mallorca Distillery” means Mallorca Distillery, S.L.; “Customer” means the person placing an order; and “Consumer” means a Customer who is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
All prices are shown in pounds sterling (£) and include VAT and alcohol duty. Delivery charges are shown before the order is placed and are included in the total price payable.
Mallorca Distillery must receive full payment of the price of the products before an order can be accepted. Once payment has been received, Mallorca Distillery will confirm acceptance of the order by email to the address given in the order form. The sales contract between Mallorca Distillery and the Customer is formed when that confirmation is sent.
2. Age restriction
Alcohol can only be sold to, and delivered to, persons aged 18 or over. By placing an order, the Customer confirms that they are at least 18 years old. Mallorca Distillery operates a “Challenge 25” policy: anyone who appears to be under 25 may be asked for valid photographic proof of age (a passport, a photocard driving licence, a card bearing the PASS hologram or an HM Forces warrant card) at the point of sale and on delivery. It is an offence for anyone under 18 to buy or attempt to buy alcohol, and for anyone to buy or attempt to buy alcohol on behalf of a person under 18.
Mallorca Distillery will not knowingly sell or deliver alcohol to anyone under 18 and may cancel any order placed by a person under 18, refunding the amount paid. An adult aged 18 or over must be available at the delivery address to receive the order. The courier will require a signature, may ask for proof of age and will refuse to deliver if the recipient cannot show that they are 18 or over, appears to be under the influence of alcohol, or if the courier believes the alcohol is being bought for a person under 18. In that case the order will be returned to Mallorca Distillery, which will contact the Customer to arrange a new delivery (the cost of which may be charged to the Customer) or to cancel the order with the corresponding refund.
Alcohol licensing information: [PREMISES LICENCE NUMBER] issued by [LICENSING AUTHORITY]. Designated Premises Supervisor: [NAME].
3. Order processing
Once an order has been placed, it will be processed within 3 to 5 working days. The courier will then send the Customer an email with the tracking number.
4. Delivery
Delivery area. Orders are dispatched from Mallorca Distillery’s UK warehouse to addresses in [the United Kingdom, excluding the Channel Islands and the Isle of Man]. Products will not be delivered to PO boxes or parcel lockers.
Delivery time. Mallorca Distillery will deliver the products without undue delay and, in any case, within 30 days of the order confirmation, unless another period is expressly agreed. If Mallorca Distillery does not deliver on time, the Consumer may set a new deadline appropriate to the circumstances and, if delivery is still not made by that deadline, may treat the contract as ended and receive a full refund without undue delay and within 14 days. If the delivery date was essential, the Consumer may treat the contract as ended immediately.
Signature and transfer of risk. A signature is required for every delivery. The products are at the Customer’s risk from the moment they come into the physical possession of the Customer, or of a person designated by the Customer other than the courier. If the Customer has named a recipient other than themselves (for example, as a gift), the Customer accepts that a signature by that person, or at that delivery address, is evidence of delivery and fulfilment by Mallorca Distillery, and transfers risk in the same way.
Checking the parcel. If possible, the condition of the parcel should be checked before signing. If it is damaged, it should not be signed for and should be handed back to the courier to return to Mallorca Distillery. If damage is discovered only after signing, the Customer should call +34 871 704 310 or email info@mallorcadistillery.com. This does not affect the Consumer’s statutory rights (see sections 8 and 9).
Failed delivery. If delivery is not possible because the recipient is absent or for any other reason not attributable to Mallorca Distillery, the courier will contact the recipient in accordance with its procedures to arrange a new delivery.
5. Delivery charges
Delivery charges are borne by the Customer and are calculated and shown before the order is placed. Delivery is free for orders over [£XX].
6. Availability
All items are subject to availability. If any of the products ordered is unavailable, Mallorca Distillery will inform the Customer as soon as possible and will refund the amount paid for that product without undue delay.
7. Right to cancel and returns
7.1. Right to cancel. A Consumer has the right to cancel their order within 14 days, without giving any reason. The Consumer may cancel at any time from the moment the order is placed.
7.2. Cancellation period. The cancellation period ends 14 days after the day on which the Consumer, or a person designated by the Consumer other than the courier, takes physical possession of the products. If the order is delivered in several shipments, the period ends 14 days after the day on which the last product is received.
7.3. How to cancel. The Consumer must tell Mallorca Distillery of their decision to cancel by a clear statement, for example by email to info@mallorcadistillery.com or by post to [UK RETURNS ADDRESS]. The model cancellation form at the end of this document may be used, but its use is not mandatory. The deadline is met if the notice is sent before the cancellation period expires.
7.4. Returning the products. The Consumer must send the products back to Mallorca Distillery at [UK RETURNS ADDRESS] without undue delay and in any event within 14 days of telling Mallorca Distillery of their decision to cancel. The deadline is met if the products are sent back before the 14 days have expired. The products should be returned in their original packaging, unopened and with all seals intact, and should be packed securely to avoid breakage in transit. The Consumer must pay the direct cost of returning the products. On receipt, Mallorca Distillery will inspect the products before issuing the refund.
7.5. Diminished value. The Consumer is liable for any reduction in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. This includes, for example, products whose bottle, packaging or seal is damaged, broken, opened or removed. Mallorca Distillery may deduct from the refund an amount equal to the reduction in value. This does not affect the Consumer’s statutory rights.
7.6. Refund. Mallorca Distillery will refund all payments received from the Consumer, including standard delivery charges, without undue delay and in any event within 14 days of the day on which it receives the products back or, if earlier, the day on which the Consumer provides evidence of having sent them back. The refund will be made using the same payment method used for the purchase, at no cost to the Consumer, unless the Consumer expressly agrees otherwise. Mallorca Distillery is not required to refund the Consumer before receiving the products back or evidence of their return, whichever is earlier.
7.7. Exceptions. The right to cancel does not apply in the cases set out in law, including products made to the Consumer’s specification or clearly personalised.
8. Damaged products or delivery errors
If the Customer receives a damaged product or one that differs from the order, they should write to info@mallorcadistillery.com or call +34 871 704 310 (photographs of the product and packaging are recommended). Mallorca Distillery will arrange collection and the replacement of the product or a refund, at no cost to the Customer.
9. Your statutory rights
Under the Consumer Rights Act 2015, products must be as described, of satisfactory quality and fit for their purpose. If a product does not meet these requirements, the Consumer may reject it within 30 days of delivery for a full refund. After 30 days, and within six months of delivery, the Consumer is entitled to a repair or replacement and, if that is not possible or unsuccessful, to a price reduction or a final right to reject and receive a refund. After six months, the Consumer may still be entitled to a remedy but must show that the fault was present at delivery. Claims may generally be brought within six years of delivery (five years in Scotland). Nothing in these terms affects the Consumer’s statutory rights.
10. Complaints, governing law and jurisdiction
Any enquiry or complaint may be sent to info@mallorcadistillery.com or made by phone on +34 871 704 310. If a complaint cannot be resolved, Mallorca Distillery will tell the Consumer whether it is willing to use an alternative dispute resolution provider and, if so, which one: [ADR PROVIDER / NOT APPLICABLE].
These terms are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. A Consumer who lives in Scotland or Northern Ireland may also bring proceedings in the courts of Scotland or Northern Ireland respectively.
11. Company information
Mallorca Distillery, S.L.
Carrer del Gremi de Sucrers i Candelers 20, Nave 4
Polígono Son Castelló, 07009 Palma (Illes Balears), Spain
Email: info@mallorcadistillery.com
Telephone: +34 871 704 310
Spanish tax ID (NIF): B16529216
UK VAT number: [UK VAT NUMBER]
UK returns address: [UK RETURNS ADDRESS]
Model cancellation form
(Complete and return this form only if you wish to cancel the contract.)
To Mallorca Distillery, S.L., [UK RETURNS ADDRESS], info@mallorcadistillery.com:
I hereby give notice that I cancel my contract of sale of the following goods: ________
Ordered on / received on: ________
Name of consumer: ________
Address of consumer: ________
Signature of consumer (only if this form is notified on paper): ________
Date: ________
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PART 2 · SPAIN TERMS (ENGLISH)
DELIVERY & RETURNS
1. Buying products on our website
By placing an order at mallorcadistillery.com, the Customer declares to have read and accepted these Delivery & Returns Terms. If the Customer is not satisfied with any aspect of them, they must contact info@mallorcadistillery.com before placing the order.
In these terms, “Mallorca Distillery” means Mallorca Distillery, S.L.; “Customer” means the person placing an order; and “Consumer” means a Customer acting for purposes outside their trade, business, craft or profession, as defined in the Consolidated Text of the General Law for the Defence of Consumers and Users, approved by Royal Legislative Decree 1/2007 (the “Consumer Law”).
Prices shown on the website include VAT and all other applicable taxes. Shipping costs are shown separately before the order is completed.
Mallorca Distillery must receive full payment of the price of the products before an order can be accepted. Once payment has been received, Mallorca Distillery will confirm acceptance of the order by email to the address provided in the order form. Such confirmation concludes the sales contract between Mallorca Distillery and the Customer.
2. Minimum age
To buy from Mallorca Distillery, the Customer must be at least 18 years old. By placing an order, the Customer declares to be over 18. Mallorca Distillery does not sell alcoholic beverages to minors and may cancel any order placed by a minor, refunding the amount paid.
Delivery will only be made to persons over 18. The courier will require a signature on delivery and may ask for proof of identity if unsure of the recipient’s age. If the recipient cannot prove they are over 18, delivery will not be made and the order will be returned to Mallorca Distillery, which will contact the Customer to arrange a new shipment (the cost of which may be borne by the Customer) or to cancel the order with the corresponding refund.
3. Order processing
Once an order has been placed, it will be processed within 3 to 5 working days. The courier will then send the Customer an email with the tracking number.
4. Delivery
Delivery time. Mallorca Distillery undertakes to deliver the products as soon as possible and, in any case, within a maximum of 30 calendar days from the order confirmation, unless another period is expressly agreed. If Mallorca Distillery fails to deliver on time, the Consumer may require it to deliver within an additional period appropriate to the circumstances and, if delivery is still not made within that additional period, may terminate the contract and obtain a refund of everything paid, in accordance with the Consumer Law.
Place of delivery. Delivery will be made to the address indicated by the Customer during the ordering process. Products will not be delivered to PO boxes or parcel lockers.
Signature and transfer of responsibility. A signature is required for every delivery. Upon delivery to the Customer, or to a third party designated by the Customer other than the carrier, responsibility for the products (including the risk of loss or damage) passes to the Customer. If the Customer has named a recipient other than themselves (for example, as a gift), the Customer accepts that a signature by that person, or at that delivery address, is evidence of delivery and fulfilment by Mallorca Distillery, and transfers responsibility in the same way.
Checking the parcel. If possible, the condition of the parcel should be checked before signing. If it is damaged, delivery should not be signed for and the parcel should be handed back to the courier to return to Mallorca Distillery. If damage is discovered only after signing, the Customer should call +34 871 704 310 or email info@mallorcadistillery.com. This is without prejudice to the Consumer’s rights regarding damaged or defective products (see sections 8 and 9).
Failed delivery. If delivery is not possible because the recipient is absent or for any other reason not attributable to Mallorca Distillery, the courier will contact the recipient in accordance with its procedures to arrange a new delivery.
5. Delivery area and shipping costs
Mallorca Distillery ships to mainland Spain and the Balearic Islands. It does not ship to the Canary Islands, Ceuta or Melilla. The delivery address must be located within the delivery area indicated.
Shipping costs are borne by the Customer and are calculated and shown before the order is completed. Shipping is free for orders over €40/£38.
6. Availability
All items are subject to availability. If any of the products ordered is unavailable, Mallorca Distillery will inform the Customer as soon as possible and will refund the amount paid for that product without undue delay.
7. Returns and right of withdrawal
7.1. Right of withdrawal. A Consumer who has purchased on mallorcadistillery.com has the right to withdraw from the contract within 14 calendar days, without giving any reason and without penalty.
7.2. Withdrawal period. The period begins on the day on which the Consumer, or a third party designated by the Consumer other than the carrier, takes physical possession of the products. If the order is delivered in several shipments, the period runs from receipt of the last product.
7.3. How to exercise the right. The Consumer must notify their decision to withdraw by an unequivocal statement, by any of the following means: (a) email to info@mallorcadistillery.com; (b) post to Mallorca Distillery, S.L., Carrer del Gremi de Sucrers i Candelers 20, Nave 4, Polígono Son Castelló, 07009 Palma (Illes Balears), Spain; or (c) the online withdrawal function available on this website [TO BE IMPLEMENTED · see Part 3]. The model withdrawal form at the end of this document may be used, but its use is not mandatory. The deadline is met if the notification is sent before the period expires.
7.4. Returning the products. The Consumer must return the products to Mallorca Distillery without undue delay and, in any case, within 14 calendar days of notifying their decision to withdraw, to the Mallorca Distillery address given in section 11. The products must be returned in their original packaging, unopened and with all security seals intact, and should be packed securely to avoid breakage in transit. The direct costs of returning the products are borne by the Consumer, who has been informed of this before entering into the contract. On receipt, Mallorca Distillery will inspect the products before issuing the refund.
7.5. Diminished value. The Consumer is liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning. This includes, without limitation, cases where the bottle, packaging or seal is damaged, broken, opened or removed. In that case, Mallorca Distillery may deduct from the refund an amount equal to the diminished value. This is without prejudice to the rights legally granted to the Consumer.
7.6. Refund. Mallorca Distillery will refund all payments received from the Consumer, including standard shipping costs, without undue delay and no later than 14 calendar days from the day on which it is informed of the decision to withdraw. The refund will be made using the same payment method used for the purchase, at no cost to the Consumer. Mallorca Distillery may withhold the refund until it has received the products or until the Consumer provides proof of having returned them, whichever occurs first.
7.7. Exceptions. The right of withdrawal does not apply in the cases set out in the Consumer Law, including products made to the Consumer’s specifications or clearly personalised.
8. Damaged products or shipping errors
If the Customer receives a damaged product or one that differs from the order, they should write to info@mallorcadistillery.com or call +34 871 704 310 (photographs of the product and packaging are recommended). Mallorca Distillery will arrange collection and the replacement of the product or a refund, at no cost to the Customer.
9. Legal guarantee of conformity
The products are covered by the legal guarantee of conformity provided for in the Consumer Law. Mallorca Distillery is liable for any lack of conformity that exists at the time of delivery and becomes apparent within three years of delivery. Unless proven otherwise, any lack of conformity that becomes apparent within the first two years is presumed to have existed at the time of delivery. The Consumer is entitled to have the product repaired or replaced free of charge and, where applicable under the law, to a price reduction or termination of the contract. These rights cannot be waived. To exercise them, the Consumer may contact Mallorca Distillery at info@mallorcadistillery.com or on +34 871 704 310.
10. Complaints, governing law and language
Any enquiry or complaint may be sent to info@mallorcadistillery.com or made by phone on +34 871 704 310. The Consumer retains the right to use out-of-court dispute resolution mechanisms and to bring proceedings before the courts that are competent under applicable law.
These terms are governed by Spanish law. They are provided in Spanish and English; in the event of any discrepancy between the two versions, the Spanish version will prevail.
11. Company information
Mallorca Distillery, S.L.
Carrer del Gremi de Sucrers i Candelers 20, Nave 4
Polígono Son Castelló, 07009 Palma (Illes Balears), Spain
Email: info@mallorcadistillery.com
Telephone: +34 871 704 310
Tax ID (NIF): B16529216
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To Mallorca Distillery, S.L., Carrer del Gremi de Sucrers i Candelers 20, Nave 4, Polígono Son Castelló, 07009 Palma (Illes Balears), Spain, info@mallorcadistillery.com:
I hereby give notice that I withdraw from my contract of sale of the following good: ________
Order number: ________
Ordered on / received on: ________
Name of consumer: ________
Address of consumer: ________
Signature of consumer (only if this form is notified on paper): ________
Date: ________