Refund policy
RIGHT OF WITHDRAWAL
The customer may exercise the legal right of withdrawal within 14 calendar days from receipt of the product, unless a legal exception applies.
To exercise the right of withdrawal, the customer must notify DESTILO of their decision by means of an unequivocal statement before the corresponding period ends.
The customer must return the products without undue delay and, in any case, within a maximum of 14 calendar days from the date on which they communicate their decision to withdraw.
The products must be returned in appropriate condition, without having been consumed, altered, damaged or handled beyond what is necessary to establish their nature, characteristics or functioning. Where the product has seals, labels, packaging or security elements, these must be preserved to the extent necessary to guarantee the hygiene, safety, traceability, preservation and suitability of the product for return, without prejudice to the consumer's mandatory rights.
The customer will be liable for any diminished value of the products resulting from handling other than that necessary to establish their nature, characteristics or functioning.
Unless DESTILO expressly states otherwise or is legally obliged to bear them, the customer will bear the direct return costs arising from the right of withdrawal.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal will not apply when a legal exception arises and, in particular, in respect of:
- Products made to the customer's specifications or clearly personalised;
- Products that may deteriorate or expire quickly;
- Sealed products that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery;
- Products that, after delivery and given their nature, have been inseparably mixed with other goods;
- Alcoholic beverages whose price was agreed at the time the sales contract was concluded and that cannot be delivered within thirty days, when their real value depends on market fluctuations that
DESTILO cannot control; - Services related to leisure activities, food, tastings, workshops, experiences, visits, tasting activities or events, when the contract provides for a specific date or period of performance;
- Fully performed services, when the customer has expressly requested the start of the service during the withdrawal period and has been informed that, once the service has been fully performed, they will lose their right of withdrawal. If the services have not been fully provided, you must pay the proportional part corresponding to the services provided up to the moment you notify us of your decision to withdraw.
The exclusion of the right of withdrawal is without prejudice to the rights the customer may have for lack of conformity, breach of contract, cancellation attributable to DESTILO, error in the product delivered, food safety, defective product or any other right recognised by mandatory law.
REFUNDS FOR WITHDRAWAL, CANCELLATION OR MODIFICATION
When the customer validly exercises the right of withdrawal, DESTILO will refund all payments received, including, where applicable, the ordinary delivery costs, without undue delay and, in any case, within a maximum of 14 calendar days from the date on which it was informed of the decision to withdraw.
DESTILO may withhold the refund until it has received the returned products or until the customer has provided proof of return, whichever occurs first.
The refund will be made using the same means of payment used by the customer in the initial transaction, unless the customer has expressly agreed otherwise and provided that they do not incur any charge as a result of the refund.
If the customer has expressly selected a delivery method more expensive than the ordinary method offered by DESTILO, DESTILO will not be obliged to refund the additional costs arising from that method.
Refunds for service cancellation, lack of availability, failed delivery, error, defect, lack of conformity or logistics incident will be governed by the Terms of Service, by the accepted Particular Conditions and by the applicable mandatory regulations.
How to start a return
Write to us at hola@destilodrinks.com stating your order number.
We will confirm acceptance and the return shipping address:
Primera Línea Logística (Grupo Talentum)
Calle Rachel Carson nº5, Área Empresarial Los Gavilanes
28906, Getafe (Madrid), Spain.
Returns sent without a prior request will not be accepted.
INCORRECT, DAMAGED, DEFECTIVE OR NON-CONFORMING PRODUCTS
If the customer receives an incorrect, damaged, defective, incomplete or non-conforming product, they must notify DESTILO by email to hola@destilodrinks.com within 24 hours of receipt, providing a description of the incident and, where reasonable, photographs, order number, proof of purchase, packaging, transport label or other relevant documentation.
If the customer receives an incorrect, damaged, defective, incomplete or non-conforming product, they must notify DESTILO through the customer service channels indicated, providing a description of the incident and, where reasonable, photographs, order number, proof of purchase, packaging, transport label or other relevant documentation.
In the event of lack of conformity, the customer will be entitled to the corrective measures legally provided for, including, where appropriate, repair, replacement, price reduction or termination of the contract, free of charge for the consumer under the terms legally provided.
When the incident is attributable to DESTILO or to the transport contracted by DESTILO, DESTILO will bear the reasonable costs of return, replacement, reshipment or refund that may apply.
For food products, beverages or other perishable, refrigerated, live goods or goods subject to special preservation conditions, the lack of conformity must be assessed taking into account the nature of the product, its best-before or expiry date, preservation and transport conditions, the instructions provided, the customer's handling and the appropriate use of the product.
The above rights will not affect any additional commercial warranty that may be expressly offered, nor the rights that may apply for food safety or product liability.
EXPERIENCES
Experience bookings are governed by the following Particular Conditions, unless otherwise stated in the service listing:
- The customer may request a date change up to 15 calendar days before the service, subject to availability;
- Cancellations notified more than 15 calendar days in advance will entitle the customer, at their choice, to a date change or to the issuance of a credit for the amount paid, valid for future purchases of products or experiences at DESTILO for 12 months from its issuance;
- Cancellations with less than 15 days' notice do not give the right to a credit or a date change, unless legally justified;
- Failure by the customer or attendee to show up at the scheduled date and time will result in the loss of the amount paid;
- The substitution of attendees may be accepted when the new attendee meets the age, access, health, safety and other applicable requirements, and it is notified sufficiently in advance.
As these are leisure services with a set date, the 14-calendar-day right of withdrawal does not apply to them.
DESTILO may cancel or reschedule a service for organisational reasons, lack of minimum capacity, unavailability of the venue, staff illness, unavailability of the essential product, administrative restrictions, safety risk, force majeure or any cause that prevents its proper provision.
In the event of cancellation attributable to DESTILO, the customer may choose, subject to availability, between rescheduling the service, replacement with another equivalent service if accepted, or a refund of the amounts paid for the cancelled service.
The inability to attend due to a personal reason of the customer or attendee will be governed by the cancellation policy applicable to the service, without prejudice to DESTILO being able to offer alternative commercial solutions when it deems appropriate.