Refund policy
Returns & refund policy
Due to the nature of our products, we do not accept returns of cheese or other food products. This is due to hygiene and food safety reasons. Once the cheese has left our premises, we can no longer guarantee proper storage conditions and we cannot resell the product.
Responsibility after delivery
After delivery of your order, the responsibility for proper storage lies with the customer. After delivery of your order, the responsibility for proper storage lies with the customer. We are not liable for any loss of quality resulting from improper storage or handling after delivery.
Delivery and risk
The risk of loss or damage to the products passes to the customer at the moment of delivery.
Hand-cut products & weight tolerance
All our cheeses are cut by hand. A weight deviation of up to ±10% may occur. The price is based on the selected weight at checkout and not on the exact final weight.
Damage or issues
Please check your order immediately upon receipt. To ensure a quick resolution, we kindly ask you to report any damage, defects or incorrect deliveries as soon as possible (preferably within 24 hours) via info@costacheese.es. Please include clear photos of the issue and the packaging. For perishable products such as cheese, timely reporting is essential for the assessment of the complaint.
Exceptions / non-returnable items
The following items cannot be returned or refunded:
- Cheese and other perishable food products
- Custom-made or specially ordered products
- Discounted items
- Gift cards
If you are unsure about a product before placing your order, feel free to contact us — we are happy to help.
Cancellation of orders
Orders can only be cancelled as long as they have not yet been processed or shipped.
Once an order has been processed and/or shipped, cancellation is no longer possible due to the perishable nature of our products.
European Union – right of withdrawal
According to European consumer legislation, you normally have the right to withdraw from your order within 14 days.
However, this right of withdrawal does not apply to perishable goods or products with a limited shelf life, such as cheese (Article 16(c) of Directive 2011/83/EU).
Refunds (only in approved cases)
If a refund is approved (for example in case of damage or incorrect delivery), we will notify you and process the refund within 10 working days via the original payment method.
Please note that it may take additional time for your bank or credit card company to process the refund. Refunds are granted only for the product concerned and not for any additional costs, unless legally required.
If more than 15 working days have passed since the refund was approved, please contact us via info@costacheese.es.