Tropitop HORECA Channel Return Policy
1. THE RECEIVED PRODUCT IS INCORRECT, DAMAGED OR DEFECTIVE
Our return policy applies to orders placed directly through horeca.tropitop.com
Thus, when you receive your Tropitop order, you must inspect it immediately to verify that the order is correct, always before opening and consuming the products. If you have received an incorrect order, or if the products are damaged or defective, please accept our apologies first of all. These cases are very rare; however, we will try to resolve this issue as quickly as possible.
To receive a refund or product replacement, you must return the order or product in the same condition in which you received it and within fourteen (14) calendar days to withdraw, totally or partially, from the purchase of the product, in accordance with applicable legislation. After this legally established period of fourteen (14) calendar days has elapsed, returns due to withdrawal from purchases and/or orders will not be accepted.
2. CONSUMER RIGHTS
Our Return Policy does not affect your rights as a consumer.
3. HOW TO RETURN A PRODUCT
Contact us quickly and securely, either by phone or by email (you will find this information at the end of the policy), providing your order number, the product to be returned and the reason for the return.
In this way, we will confirm the address to which the product in question must be sent. It is essential that the item is securely packaged using the same wrapping and that the order number, full name and complete address are included inside the box.
Any product sent back is the responsibility of the user until it reaches our warehouse. It is important to note that we may withhold the refund until we have received the goods or until you have provided proof of their return; therefore, please ensure that you return the product using a secure shipping method.
4. COST OF RETURNED ITEMS
We will only refund shipping costs for returns related to incorrect orders, as well as for products that are damaged or defective.
Likewise, we will process the refund using the same payment method used for the initial transaction, unless you have expressly agreed otherwise; in any case, you will not incur any charges as a result of the refund.
5. COMPLAINTS AND CLAIMS
If you are not satisfied with the method we have applied to manage your return or replacement of any product, please accept our apologies.
We will be happy to look for alternative solutions to resolve any incident.
You may contact the Customer Service team through the following channels:
Tropitop
NATURE TROPICAL FRUIT, S.L.U
info@tropitop.com
Carrer Marisol 14
12539 Les Alqueries
Castellón
Telephone: (+34) 964975107