Return and refund policy
The User will have a maximum period of fourteen (14) calendar days from the receipt of the product to withdraw from the purchase. Return shipping costs will be borne by the user/buyer.
Once the 14-day period has expired, The Finest Group S.L. will not accept returns due to withdrawal from product purchases. The period shall be deemed met if the return is made before the deadline.
The User shall not have the right to withdraw from the purchase in cases established by applicable regulations. Specifically, and without limitation, the following items may not be returned:
(i) Any sealed product that is not suitable for return due to health or hygiene reasons and has been unsealed after delivery,
(ii) Products made according to the User’s specifications or clearly personalized,
(iii) Used products, or
(iv) Goods that may deteriorate or expire quickly.
In the event of withdrawal from the purchase, the following requirements must be met:
- The product must be in the same condition as when delivered and must retain all instructions, documentation, accessories, original packaging, and labeling. If sealed, the opening mechanism must remain intact.
- The return to The Finest Group S.L. must be made using the same box or envelope used for delivery, or, if not possible, a similar format that ensures the return of the products in perfect condition.
- A copy of the purchase receipt and the delivery note must be included inside the package, clearly marking the returned products and the reason for the return.
Procedure:
- Write to us at creamheroes@thefinestgroup.es indicating your intention to return the order. We will send you the appropriate instructions along with the Return Form (which will soon be available via a link).
- The form must be duly completed and enclosed in your package (you may also send a copy via email).
- You must return the goods directly to the following address:
Calle Garraf 6-8, nave 38, 08759 Vallirana (Barcelona, Spain).
Please make sure to proceed without delay and no later than 14 calendar days from the date you notify us of your withdrawal. - If you have any questions about the return process, please contact us at creamheroes@thefinestgroup.es or by phone at +34 932 650 878.
Refund of Product Price
Provided the User has followed the return procedure and fulfilled the requirements set out in these General Terms or otherwise indicated by The Finest Group S.L., we will refund the amount paid by the User for the returned products, minus the return shipping costs.
The User will not be entitled to a refund for returned products that are not in the same condition as when delivered or if the requirements set out in these General Terms have not been met.
Partial returns will result in partial refunds of the corresponding product prices.
The Finest Group S.L. will process the refund using the same payment method used by the User for the original purchase.
The refund may be withheld until the returned goods have been received at our warehouse.
Return of Defective Products
Without prejudice to the rights established in this section or any other applicable rights, the User will be entitled to a refund for defective products or for products delivered that do not match the User’s order, including shipping costs if applicable.
In such cases, returns to The Finest Group S.L. must follow the return procedure established by the company, although the User will not be responsible for the return shipping costs of such items.
Provided the User has followed the procedure and met the requirements set out in these Terms of Service, The Finest Group S.L. will refund the amount paid for defective products or those not corresponding to the order.
