Refund policy

REFUND AND RETURN POLICY

We want you to enjoy every product you order from Iberian Direct.
If you're not fully satisfied, this policy explains how returns,
exchanges, and refunds work.

RETURN WINDOW

You may request a return within 14 days of receiving your order,
in accordance with EU consumer protection law (Directive
2011/83/EU). Returns requested after 14 days may not be accepted
at our discretion.

RETURN CONDITIONS

To be eligible for a return, items must be:

  - In their original, unopened packaging
  - In the same condition you received them
  - Not used, consumed, or damaged after receipt
  - Accompanied by proof of purchase (order number or
    confirmation email)

NON-RETURNABLE ITEMS

Due to hygiene, food safety, and product-specific regulations,
the following items CANNOT be returned once delivered (except
in case of defect or damage on arrival):

  - Opened food products
  - Opened cosmetics, soaps, or personal care items
  - Custom or personalized gift items
  - Sale or clearance items marked as "Final sale"

HOW TO START A RETURN

1. Email info@iberiandirect.com within 14 days of delivery.
   Include:
     - Your order number
     - The item(s) you wish to return
     - The reason for return
     - Photos, if the item arrived damaged or defective

2. We will reply within 24-48 business hours with a return
   authorization (RA) and a return shipping address in Spain.

3. Ship the item(s) back to the provided address. Returns sent
   without a prior RA may be refused.

RETURN SHIPPING COSTS

  - If the return is due to our error (wrong item shipped,
    defective product, or arrived damaged): WE COVER the
    return shipping cost. Please contact us BEFORE shipping
    so we can arrange a label.

  - If the return is for change-of-mind reasons (you no longer
    want the item): YOU ARE RESPONSIBLE for return shipping
    cost. We recommend using a tracked service, as we are not
    responsible for returns lost in transit.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective, please:

  1. Take photos of the damaged packaging AND the damaged
     product, within 7 days of delivery.
  2. Email info@iberiandirect.com with the photos and your
     order number.
  3. We will offer a full refund, replacement, or store credit
     at your choice — no need to return the damaged item in
     most cases.

LOST OR UNDELIVERED PACKAGES

If your package has not arrived within the estimated delivery
window:

  - For EU orders: contact us after 14 business days from
    shipment
  - For US/Canada orders: contact us after 20 business days
  - For Australia/Asia: contact us after 30 business days

We will open a claim with the carrier on your behalf. Once the
package is confirmed lost, we will issue a full refund or send
a replacement.

REFUND PROCESSING

Once we receive and inspect your returned item (or confirm a
lost/damaged claim), we will:

  - Send you a confirmation email within 2 business days
  - Process the refund to your original payment method
  - Refund typically appears within 5-10 business days,
    depending on your bank or card issuer

Original shipping charges (built into product prices for
international orders) are NON-REFUNDABLE for change-of-mind
returns. For our-error returns, the full purchase price is
refunded.

CUSTOMS DUTIES AND TAXES

If your order was subject to import duties or local taxes upon
delivery (paid by you to the carrier or customs authority),
these are NOT refundable by us, as we do not collect them.
You may be able to claim a partial refund directly from your
country's customs office for returned items — check with them
locally.

EXCHANGES

We do not offer direct exchanges. To exchange an item, please
return the original order following the process above, then
place a new order for the replacement item.

CANCELLATIONS BEFORE SHIPMENT

Orders can be cancelled before they ship (typically within
1-3 business days of placement). To cancel, email
info@iberiandirect.com immediately with your order number.
Once an order has shipped, the return process above applies.

EU CONSUMER RIGHT OF WITHDRAWAL

EU customers have a 14-day right of withdrawal under EU
Directive 2011/83/EU, calculated from the day you receive the
goods. To exercise this right, send an unequivocal statement
(by email to info@iberiandirect.com) within 14 days. You then
have an additional 14 days to return the item.

You may use the model withdrawal form available from your
national consumer protection authority, but it is not mandatory.

The right of withdrawal does not apply to:
  - Sealed goods unsuited for return for reasons of health or
    hygiene that have been unsealed after delivery (e.g.,
    opened food products, opened cosmetics)
  - Goods that are liable to deteriorate or expire rapidly
  - Personalized or custom-made goods

CONTACT US

For all return, refund, or exchange questions:

  Email: info@iberiandirect.com
  Response time: 24-48 hours, Monday-Friday

Iberian Direct is operated by:
  Nolibu Ltd, Companies House registration 16033166
  F04 1st Floor Knightrider House, Knightrider Street,
  Maidstone, ME15 6LU, United Kingdom

Last updated: May 2026