Terms and Conditions

General Overview

The ownership of this website, www.alcalaoliva.com (hereinafter referred to as the Website), belongs to ALCALA OLIVA, S.A., with registered office at Carretera A-339, Km 50, 23680 Alcalá la Real (Jaén, España), CIF A23359896, and registered in the Commercial Registry of Jaén: FOLIO 175 TOMO 185 INSCRIPCION 1ª HOJA J-5821.

To contact ALCALA OLIVA, S.A. you may write to info@alcalaoliva.com or call +34 953581017.

This document governs the terms and conditions under which the Website operates and the purchase of products (hereinafter, the Terms). It is understood that the business activity carried out by ALCALA OLIVA, S.A. includes the sale of food products (specifically extra virgin olive oil, vinegars, and other condiments).

Before accessing, browsing, or using this Website, the user must read these Terms, as well as the Legal Notice, the Privacy Policy, and the Cookie Policy. By using the Website or placing an order for any product, the user agrees to be bound by the Terms in force at the time of purchase. The user declares that they are over 18 years of age and have the legal capacity to enter contracts through this Website.

Use of the Website

The user agrees to:

  • Use the Website only to make legitimate inquiries or purchase.
  • Refrain from making any fraudulent purchases.
  • Provide truthful and lawful contact information.

Purchase process

The user must follow the online purchase procedure for the products offered. Before making payment, the user will have the opportunity to review and modify the information entered. Transactions may be stored by ALCALA OLIVA, S.A. as a security measure, in compliance with current regulations, particularly Regulations (EU) 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD).

Availability

All purchase orders are subject to product availability. If an order cannot be fulfilled, the amount paid by the user will be refunded.

Prices and Payment Methods

The prices of the products shown on the Website include VAT (unless otherwise stated).

Prices may change on this Website at any time, but such modifications will not affect orders or purchases for which the user has already received an order confirmation.

Shipping costs will be displayed during the purchasing process and will depend on the destination and total amount of the order.

The available payment methods are credit/debit card, bank transfer, and other electronic payment systems indicated on the Website. In the case of bank transfer, payment must be made within a maximum of 3 days from the order confirmation. If payment is not received within 5 days, the order will be cancelled. Bank transfer fees will always be borne by the buyer.

Credit or debit card details are entered directly on the bank’s secure payment page (Point of Sale Terminal – TPV) and are neither entered nor stored on any ALCALA OLIVA, S.A. server. Payment with VISA or MASTERCARD always requires the following information: card number, expiration date, and validation code (the three digits on the back of the card), guaranteeing the security of the transaction. This payment method is valid only through the website.

All operations involving the transmission of personal or banking data are carried out in a secure environment via an SSL (Secure Socket Layer) server, ensuring that all information is encrypted as it travels through the network.

If a purchase is charged incorrectly or fraudulently, the cardholder may request immediate cancellation of the charge. If a purchase was made by the cardholder and the refund is unjustifiably claimed, the cardholder shall be liable to ALCALA OLIVA, S.A. for any damages or losses incurred.

For bank transfers, the order number, full name, and surname must be included in the payment reference. The transfer must be made within 3 business days from order confirmation and in euros. The customer shall bear all banking and exchange fees. For international transfers, the customer must ensure that bank fees are charged at the origin; otherwise ALCALA OLIVA, S.A. may hold the shipment until the full amount of the order has been received.

Shipping and Delivery

Orders will be delivered to the address provided by the user. The estimated delivery times will be indicated during the purchasing process and will depend on the destination.

  • Deliveries within the Iberian Peninsula: 3-5 working days.
  • Deliveries to the rest of Europe and other countries: 7-10 working days.

Orders shipped to the Canary Islands, Ceuta, Melilla, and countries outside the European Union may be subject to taxes, duties, or customs fees, which are the sole responsibility of the buyer. Alcalá Oliva will not be held responsible for delays in delivery caused by customs procedures.

Standard shipment

Iberian Peninsula: 3-5 working days | Cost: 5 € (VAT not included) | Free shipment conditions: ≥ 100€ buying

Other european countries: 7-10 working days | Cost: 20 € (VAT not included) | Free shipment conditions: ≥ 500€ buying

If ALCALA OLIVA S.A. is unable to meet the delivery date for any reason attributable to the company, the user will be contacted and informed of the situation. The user will then be offered the option to proceed with the purchase by setting a new delivery date or cancel the order and receive a full refund of the amount paid.

The order shall be deemed delivered when the user or a third party designated by the user takes possession of the goods, as evidenced by the signature of the delivery receipt at the agreed delivery address.

In accordance with the provisions of Law 37/1992 of December 28 on Value Added Tax (VAT), purchase orders for delivery and/or provisions will be considered located within Spanish VAT territory whenever the delivery address is located within that territory, except for the Canary Islands, Ceuta, and Melilla.

The shipping company will make several attempts to deliver your order to the recipient. If delivery cannot be completed after multiple attempts, the package will be returned to our warehouse. In that case, we will issue a refund for your order, excluding any shipping costs incurred.

Right of Withdrawal and Returns

The right of withdrawal applies only to consumers (natural persons acting for purposes unrelated to their commercial, business, trade, or professional activity). It does not apply to business customers (B2B) unless expressly agreed in writing. The user acknowledges that there are exceptions to the right of withdrawal, such as personalised products, goods that may deteriorate or expire quickly, or products that sealed for health or hygiene reasons and have been unsealed after delivery, in accordance with Article 103 of Royal Legislative Decree 1/2007 of November 16, which approves the revised text of the General Law and other complementary laws.

The user has 14 calendar days from the date of receipt of the product to withdraw from the purchase without the need for justification. To exercise this right, the user must notify us clearly and unequivocally by email at info@alcalaoliva.com, indicating the order number, the products to be returned, contact details, and, if applicable, photos showing the condition of the product and its packaging.

Returns Conditions:

Returns must be made:

  • In the original packaging, including all internal protections and with seals/caps intact (where applicable)
  • Unless otherwise stated, return shipping costs are the responsibility of the customer. The customer will also be liable for any loss of value or damage resulting from inadequate packaging.

We recommend using registered or tracked shipping. The risk of the returned goods remains with the customer until they are received at our facilities.

Refunds:

ALCALA OLIVA, S.A. will refund the payments received (including, where applicable, the standard delivery shipping costs) within 14 calendar days from the date we are informed of the customer’s withdrawal. We may withhold the refund until we have received the returned goods or until the customer provides reliable proof of their return – whichever occurs first.

Transport Damage:

In case of visible damage or suspected transport issues, we recommend noting it on the carrier’s delivery slip at the time of receipt and notifying us within 24-48 hours at info@alcalaoliva.com, including photos of the outer packaging, inner packaging, and the product. This helps us manage claims with the transport company, without affecting your legal consumer rights.

Return Address:

Unless otherwise stated in the instructions sent by email, returns should be sent to:

ALCALA OLIVA, S.A. – Returns
Carretera A-339, Km 50
23680 Alcalá la Real (Jaen, Spain)

Returns

If the product is defective or does not match the order, ALCALA OLIVA, S.A. will cover the costs of replacement or return. The customer must notify us at info@alcalaoliva.com, providing the order number, a description of the issues, and photographic evidence of the defect or error. After verification, we will offer a refund if applicable, a replacement, or an equivalent solution at no cost to the customer.

Warranties

Consumers have the right to claim for non-conformity of the products within the timeframes established by applicable law.

Limitation of Liability

ALCALA OLIVA, S.A. shall not be liable for the following losses, regardless of their origin, unless otherwise required by law:

  • Losses not attributable to any breach on our part.
  • Business or commercial losses.
  • Delays or issues caused by the transport company.
  • Accidental technical failures.
  • Improper use of the products by the user.
  • Force majeure circumstances.

We take all measures to provide an accurate representation of the product on the website, but we are not responsible for minor differences or inaccuracies that may exist.

In any case, the maximum liability of OLIVA, S.A. toward the user shall be limited to the total amount of the purchase made, establishing a clear cap.

Data Protection

Any personal data provided by the user will be processed in accordance with the Privacy Policy available on this Website.

Written Communications and Notifications

The user agrees that most communications with ALCALA OLIVA S.A will take place electronically.

Users may contact ALCALA OLIVA S.A. through the contact details provided above or via those listed on the Website.

Applicable Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with Spanish law.

In the event of any dispute, the parties agree to submit to the jurisdiction of the competent courts and tribunals as established by applicable legislation.

The European Commission offers an online dispute resolution platform, available at: http://ec.europa.eu/consumers/odr/

Complaints and Claims

Users may send any complaints, claims, or comments to ALCALA OLIVA S.A. at info@alcalaoliva.com.

ALCALA OLIVA S.A. also provides official complaint forms available to consumers and users upon request at any time.