Refund Policy

1. General Provisions
This Policy outlines the terms and conditions for returning products and receiving refunds for purchases made on the BroccoPizza.es website (hereinafter "the Company").
We aim to ensure the high quality of our products and maximum customer satisfaction.
2. Exceptions to the Right of Withdrawal
In accordance with European Union legislation (Directive 2011/83/EU), the consumer’s right to withdraw from a purchase within 14 days without providing a reason does not apply to goods that can deteriorate quickly or have a limited shelf life. Frozen pizza products sold by our Company fall into this category of perishable goods and therefore cannot be returned based on this right.
However, returns may be accepted under the circumstances specified in Section 3 of this policy.
3. Grounds for Refund
Refunds are processed in the following cases:

• Damaged or Defective Products: If the product is damaged upon receipt (e.g., packaging integrity compromised or product thawed).
• Incorrect Order: If the delivered product does not match the order placed (incorrect type, quantity, or assortment).
• Out-of-Stock Product: If the ordered and paid-for product is unavailable and no timely replacement is possible.
• Payment Errors: In case of technical errors or duplicate charges for the same order.

Important:

• Refunds will not be issued for any other reasons as frozen pizzas and frozen pizza bases are considered perishable products with a limited shelf life and are excluded from the general 14-day withdrawal right under EU legislation.
• The Company does not accept returns for products purchased at discounted prices or via gift cards.

4. Conditions for Product Return
When returning products based on the above grounds, the items must be in their original condition:

• In the original packaging with all labels intact.
• Visual and quality characteristics must remain as they were at the time of delivery.

Proof of purchase (receipt or bank statement) must accompany the return.
5. Procedure for Refunds
To initiate a refund, the customer must:

• Submit a written request via email to the Company, specifying:
• Full name and contact details;
• Order number and date;
• Detailed reason for the refund;
• Bank details for the refund transfer.
• Attach copies of documents confirming the purchase (receipt or bank statement).

The Company will review the request within 5 working days of receipt and notify the customer of the decision via email.
6. Timeframe for Refunds

• Upon approval, refunds will be processed using the original payment method within 10 working days after the refund decision.
• Depending on the customer’s bank or payment provider, funds may take up to 30 calendar days to appear in the customer’s account.

7. Damages and Issues Upon Delivery
Customers must inspect the products upon receipt. In case of any defects, damages, or discrepancies with the order, customers must immediately contact the Company to promptly address the situation.
8. Additional Information
For inquiries regarding returns and refunds, please contact the Broccopizza S.L. Customer Service Department via email or telephone listed in the "Contacts" section of our website.
The Company reserves the right to amend this Policy. All updates will be published promptly on the website.