If we made a mistake or there was any percance,we will resolve it as soon as possible. Steps to follow:

• Product damaged in transit:As mentioned in Offices, please contact us within 48 hours by sending photos of the damage. This includes, for example, broken bottle, loose lid that caused spill, abolished packaging that affected the content. We will offer you immediate replenishment at no cost. If the product no longer had stock (e.g. it was a limited edition), we will coordinate a replacement by equivalent or full refund of the value.

• Factory defective product:This is rare, as we work with high quality brands, but it can happen. Examples: a batch of tea with moisture, a sauce fermented by sealing failure. If you notice an intrinsic quality problem:

  • Do not consume more of the product.
    

  • Contact usinfo@extravirgen.storeimmediately and we will send you a form to collect the necessary data: we will ask you for descriptions, batch and ideally photos. In some cases, in order to evaluate with the supplier, we could coordinate the withdrawal of the faulty unit (this they analyse it).

  • Solution:replacement with a new one (from a different batch) or refund, depending on your preference. In addition, we will give you some kindness about the inconvenience (a discount coupon for your next purchase, for example).

• Incorrect product shipped:Did you ask A and get B? Our apologies. Although we do triple picking control, we are human. If you received a product that does not correspond to your order:

  • Let us know immediately.

  • If the product that came to you by mistake you and would like to stay, we see collection adjustment if it applies (sometimes you are in favour of if it was more expensive, and we assume that cost!).

  • If not, we coordinate to withdraw the wrong itemandgive you the right one as soon as possible. All at no extra cost to you.

  • We resolve these types of cases are resolved with absolute priority,generally in 24-48 hourswithin MRI, or with express shipping to regions.

• Missing:If for any reason a product was missing in the box on the ballot, please notify us. We will review our cameras and stocks (we have cameras in packing for these eventualities). If we confirm the missing one, we send it to you immediately or refund, plus the apologies in the case.

Remember that we are obliged by consumer law to respond for damaged or unfit products, and at ExtraVirgen.Store we go further. We want you to buy with zero concerns.

For claims, use ourSAC portalor just send us a WhatsApp. Our Customer Service team will assist you empathy and quickly. Your feedback helps us to improve continuously!