Devoluciones

Warranties and Right of Withdrawal (Returns)

SOLO CHAI guarantees that the products it sells have the highest quality standards, as well as legally recognized warranty periods. 

Products purchased on our website always come with information and a customer service department in Spain. For more information, you can contact us by calling +34 642 27 47 68 or by email at info@solo-chai.com. 

In the event that a product you purchased is defective, please contact SOLO CHAI's customer service immediately via email at info@solo-chai.com, where we will provide you with the return procedure. Once the defects are verified, a full refund of all payments will be issued. The return of the products will never incur a direct cost for the user. If a product is found to be non-compliant, the user may choose to have it replaced, with no additional cost to the user. To submit a claim and begin the process, the user must send an email to info@solo-chai.com outlining the issue, and we will provide the necessary instructions to fulfill your request.

Right of Withdrawal

In accordance with the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, users are informed of the following: For food safety reasons, returns will not be accepted for products ordered by customers outside the European Union or intended for countries outside the EU. 

For the return of products purchased within the European Union, the customer has a period of 14 calendar days to cancel the purchase, provided that the nature of the acquired item allows it. This period begins on the day the customer receives the purchased goods. 

It is understood that the customer is aware of the right of withdrawal from the moment of finalizing the purchase of any product, which requires reading and accepting these General Terms and Conditions (GTC), and in any case, from the moment the order is placed. 

This right of withdrawal does not apply to personalized products or products that, for reasons of hygiene or other legally contemplated exceptions, are not eligible for withdrawal. Order returns must be sent to the address we provide after you contact SOLO CHAI. Simply send us an email to info@solo-chai.com with your Name, Address, Phone Number, ID Number, and the product you wish to return. You can also call us at +34 642 27 47 68, and we will contact you to arrange the product pickup day. 

The product pickup will be managed by SOLO CHAI, and the direct costs associated with this return will be assumed by the customer as additional costs and expenses. However, in the event of product breakage or defects, and as long as this is noted on the delivery receipt, SOLO CHAI will cover these costs. 

We will only accept returns that meet the following requirements: Each product must, as far as possible, retain its original packaging and labeling. If the customer returns a product without its original packaging and labeling, the product will be subject to a depreciation of the price at which it was purchased. All products must be returned protected and in perfect condition. Any damage will void the right to a refund. A copy of the delivery receipt, along with the purchase ticket or invoice, must be included inside the package. 

Once the condition of the merchandise is verified, a refund will be issued within a maximum period of 14 calendar days from its arrival at our facilities, via the same payment method used for the purchase. If this is not possible, the refund will be made by bank transfer to the account specified by the customer. For food safety reasons, returns cannot be accepted under any circumstances once the product's protective packaging has been opened. 

For food safety reasons, returns of food and other perishable products intended for human consumption that have been previously opened or handled by the customer will not be accepted. 

If the product received by the customer does not match the description, qualities, or uses advertised by SOLO CHAI, the customer has the right to return the product, and SOLO CHAI will assume the return costs. 

To make a return, please note the following: To make a return to SOLO CHAI, it must be done within 14 days of the reception date. The return shipping costs will be borne by the customer. The product to be returned must be in its original condition, and its seals must not have been used or tampered with. Opened products cannot be returned unless they are broken, and this was noted at the time of delivery on the delivery receipt provided by the shipping company, as stated in clause 8. In that case, they will be replaced with the same product. In case of issues with third-party products, SOLO CHAI will adhere to the manufacturer's or distributor's exchange/return policy. Please inquire about it before placing your order. 

A product cannot be returned because it does not achieve the expected result. Please make sure to read the product specifications in detail before placing your order. If you have any doubts, contact us. Shipping costs are the responsibility of the customer unless the product is defective or there was an error on our part. In case of a refund for a purchase paid with a credit or debit card, a fee for management and administration may apply. 

We are not responsible for shipments confiscated by Customs or other similar entities. If you have any doubts, please contact the authorities in your country or region for more information on the product you wish to purchase. All returns must be pre-authorized by SOLO CHAI. To do so, please send us an email stating the reason for the return, and we will contact you as soon as possible to manage the process. 

The refund for the purchase will be made upon the reception of the items at SOLO CHAI. After verifying the condition of the merchandise, which must be unused and in its original packaging, the refund will be processed (shipping costs are not included) via a bank transfer to the account you provide. In the event that a returned item is not in the aforementioned conditions, that is, it has been used in a way that does not correspond to its normal use, it will be sent back to the customer, who will also be charged for the corresponding shipping costs.

Refund Policy on Your First Trial Order

A 100% refund will be issued on any user's first order under the following conditions: It must be the first order placed by the user on the online store. Exclusively applicable to orders of Original Chai Masala and Rooibos Masala Chai. The refund exclusively covers a maximum of 1 package of Original Chai Masala (100g or 32g) and 1 package of Rooibos Masala Chai (100g or 32g).