This page sets out the general conditions for returns, incidents and withdrawal adapted to the current operation of the Castanya de Viladrau shop.

Products damaged during transport

If one or more products arrive damaged as a result of transport, you must:

  • note it in writing on the carrier's delivery note or proof of delivery, whenever possible
  • take a photograph of the product and the condition in which it was received
  • report the issue in writing to info@castanyadeviladrau.cat within a maximum of 7 business days of receipt

Affected products must be kept unopened, in their original packaging and without any handling, alteration or use.

After the relevant checks, Castanya de Viladrau may process the corresponding refund within a maximum of 30 days from the report of the issue. Once the refund has been made, it reserves the right to claim back the affected products, covering the return costs where applicable.

Incorrect product or one different from the order

If the customer receives a product different from the one ordered, they must report it in writing to info@castanyadeviladrau.cat within a maximum of 7 business days of receipt, attaching a photograph of the product.

The product must be kept unopened, in its original packaging and without alterations. Once the case has been reviewed, Castanya de Viladrau may arrange the refund or the appropriate solution.

Voluntary returns

If, for a reason other than those above, the customer decides to return a product, they have 14 business days from the date of receipt to notify Castanya de Viladrau in writing beforehand.

For a return to be accepted, products must meet these conditions:

  • be in perfect condition
  • remain unopened
  • keep their original packaging
  • not have been handled, altered or used

In this case, the customer bears both the cost of the original shipment and the cost of the return that they must arrange directly, as well as any additional costs associated with the return.

Once the products have been received and the relevant checks made, Castanya de Viladrau may refund the amount through the same payment method used or an equivalent system, within a maximum of 14 days from the correct receipt of the return.

Products excluded from return

The following are excluded from withdrawal or voluntary return due to their nature:

  • fresh or perishable products
  • seasonal products
  • hygiene or consumable products that are not suitable for return once opened
  • personalised products or those prepared to specific requirements
  • products with a short shelf life

Where to send a return

To coordinate any return or incident, please contact first:

  • Castanya de Viladrau, S.C.P.
  • Address: Carretera de les afores, s/n, 17406 Viladrau (Girona)
  • Tax ID (CIF): J55051775
  • Email: info@castanyadeviladrau.cat
  • Phone: +34 93 884 83 95

No return should be sent without prior communication with the Castanya de Viladrau team.