1. Scope

This policy applies to all purchases made at Es Natural Barcelona (“we”, “us”, “our”), whether in-store at any of our physical locations in Barcelona or via our online shop at esnaturalbarcelona.com.
For purchases made in-store, the policy applies at the location where the purchase was made unless otherwise noted.

2. Consumer Rights & Fresh-Food Products

As a grocery retailer, many of our items are perishable (fresh fruit & vegetables, bakery items, dairy products etc.). According to Spanish consumer law and good retail practice:

  • Items that are perishable or intended to be consumed quickly cannot typically be returned simply because you changed your mind, once the shelf-life has started.

  • If however an item is faulty, damaged, incorrectly described, expired or unfit for consumption, we will offer a remedy (refund or replacement) as detailed below.

  • For non-perishable grocery items (packaged goods with a reasonable shelf-life) purchased in-store or online, you may be eligible for a return or exchange under the conditions described.

3. Eligibility for Returns / Refunds

a) Faulty, Damaged or Incorrect Items

You are eligible for a refund, replacement or store credit if:

  • The product delivered or sold is damaged, broken, spoiled, or in such a condition that you cannot reasonably use it.

  • The product is not as described, or we supplied the wrong item.

  • The product has exceeded its expiry or “use-by” date (for fresh/perishable products) at time of delivery or pickup.

To request a remedy, you will need:

  • The original proof of purchase (receipt or order confirmation).

  • To contact us within 24 hours of discovering the problem (for fresh/perishable items) or within 7 calendar days for non-perishables.

  • To bring or return the item (or in the case of online orders, make it available for collection) along with its original packaging where practicable.

b) Change of Mind / Non-Faulty Items

  • For in-store purchases of non-perishable items: We may accept a return or exchange only if the item is unused, sealed (if packaging was sealed), in its original condition, and returned within 14 calendar days of purchase. We reserve the right to charge a restocking fee or refuse the return if the item is not in a resalable condition.

  • For fresh/perishable items: Because of the nature of the goods (food items), we do not accept returns simply because you changed your mind after purchase, unless there was a fault or mis-description.

  • For online purchases: If you exercise your right to withdraw (change of mind) before the goods are dispatched, you may cancel the order. Once dispatched, you may return non-perishables unused/sealed within 14 days of delivery; costs for returning may be borne by you unless the item is faulty. Fresh/perishable items are excluded from change-of-mind returns once delivered.

4. How to Request a Return / Refund

  • In-store purchases: Please bring the product, packaging (if applicable), and your receipt to the same Es Natural location where you purchased the item (one of our Barcelona branches). Our staff will assess and proceed with the remedy.

  • Online purchases: Contact our Customer Service team via [insert email or contact form] within the relevant timeframe, quote your order number, describe the issue, and attach photos if possible. We will arrange collection or instruct you how to return the item.

  • Once we receive and inspect the item, we will notify you via email (or in-store) whether you are eligible for a refund, replacement or store credit.

5. Refunds & Credits

  • If approved, refunds will be issued using the original payment method as far as possible (e.g., card, PayPal). Please allow up to 14 calendar days for the refund to appear in your account, depending on your bank or payment provider.

  • If you prefer, we may offer instead a store credit voucher valid at any of our Es Natural Barcelona locations or online for the same value.

  • Shipping or delivery charges (if any) are only refunded when the reason for return is our error (faulty, damaged or incorrect item). In other cases (change of mind returns), shipping charges may not be refundable and you may need to cover the return shipping cost.

6. Exceptions & Non-Returnable Items

The following items cannot be returned or refunded unless faulty:

  • Fresh, chilled or frozen produce (fruits, vegetables, dairy, meat & fish if applicable) once you have left the store or the delivery has been made.

  • Any food or drink item which has been opened, partially consumed, or whose packaging has been broken or tampered with.

  • Items with broken seals or that have been dismantled, unless the fault was present at delivery.

  • Any item marked as non-returnable (such as special promotional or clearance items) unless faulty.

  • Perishable goods purchased online and already delivered or collected cannot be returned for change of mind.

7. Partial Refunds

Occasionally, only a partial refund may be offered (or transfer to store credit) in scenarios such as:

  • Items returned that are not in their original condition, show signs of use, or are missing parts.

  • Significant drop in value due to consumer use beyond checking the item’s condition.

  • Items which are eligible for a replacement rather than full refund.

8. Multiple-Location Store Note

Because Es Natural Barcelona operates multiple shops in Barcelona, please return to the exact store where you made the purchase if the purchase was in-store. If you are unsure which location that was, please contact our Customer Service team and we will assist you. For online orders, the return will typically be processed via the warehouse or logistics partner regardless of the store location.

9. Legal Rights

This policy does not affect your statutory rights as a consumer in Spain (under the Ley General para la Defensa de los Consumidores y Usuarios and related legislation). Your rights to a remedy for faulty goods remain unaffected.

10. Contact Us

If you have any questions about returns, refunds or exchanges, please contact:

  • Email: pedidos@esnaturalbarcelona.com

  • Phone: +34 654 39 28 39

  • Address: You can visit any of our Barcelona branches – details are available on our “Store Location” page on our website.