Refund policy

Returns and Refunds Policy
Right of withdrawal

You have 14 calendar days from receipt of your order to withdraw from the purchase, without having to give a reason and without incurring any penalty.

If the order includes several items delivered separately, the period begins from the date of receipt of the last item.

How to exercise this right

You can do so via any of the following methods, the quickest being the first:

From your account, in the order details, using the withdrawal function
By emailing tiendaonline@marabans.com with your order number
By submitting the withdrawal form at the bottom of this page
By post to Carrer Sestadors, 23, 07458 Can Picafort (Balearic Islands)

You do not need to give a reason. You simply need to inform us of your decision before the 14-day period expires.

Products excluded from the right of withdrawal

As these are food products, the following are excluded:

Products that have been opened or unsealed, for reasons of hygiene and food safety
Products that are liable to deteriorate or expire rapidly

An unopened packet of coffee or a box of tea can be returned without any problem. An opened one cannot.

This exclusion does not apply to faulty products, which are covered in the following section.

Returning the product

You have 14 calendar days from the date you notify us of your withdrawal to return the product to us.

We will cover the return postage costs. We will send you a pre-paid GLS label; you simply need to hand the parcel to the courier or drop it off at a GLS collection point.

Please return the item in its original packaging and in the same condition as when you received it. You are only liable for any reduction in value resulting from handling other than that necessary to check the nature, characteristics and functioning of the product.

Refund

We will refund the full amount paid, including standard delivery charges, within a maximum of 14 calendar days from the date you notify us of your decision.

The refund will be made via the same payment method you used, unless we agree otherwise. There will be no cost to you.

We may withhold the refund until we have received the product or until you provide proof of its return, whichever occurs first.

Defective or damaged products

If you receive a product that is defective, out of date, damaged in transit or different from the one you ordered, this does not constitute a withdrawal: it is a lack of conformity, and you are entitled to have the issue resolved at no cost to you.

Please email us at tiendaonline@marabans.com with your order number and a photo of the product. We will send you a new one and cover all costs, including both the return and redelivery charges.

Products are covered by the statutory three-year guarantee of conformity from the date of delivery, in accordance with Royal Decree-Law 7/2021.

This procedure is not subject to the 14-day time limit or the exclusion of opened products: if the product is in poor condition, it does not matter whether you have opened it or not.

Order errors

If you have made a mistake when placing your order and it has not yet left our warehouse, please contact us as soon as possible and we will correct it free of charge.

Complaints

You can send them to tiendaonline@marabans.com or to Carrer Sestadors, 23, 07458 Can Picafort (Balearic Islands).

If you are not satisfied with our response, you can contact:

The Consumer Arbitration Board in your autonomous community
The Directorate-General for Consumer Affairs of the Government of the Balearic Islands
The European Consumer Centre (cec.consumo.gob.es), for cross-border purchases within the EU