Refund policy

Iberian Select Foods SL Total Guarantee

For non-sliced Hams (whole pieces): You will find a label around the hoof of the ham you have purchased.

This label is extremely important as it identifies the piece and supports its guarantee. Therefore, YOU MUST NEVER THROW AWAY OR DETACH THIS LABEL. In fact, it is best NOT TO REMOVE IT at all to avoid losing it.

This label indicates that your piece has passed all quality controls carried out by our experts and, consequently, meets all quality standards required by Iberian Select Foods SL.

However, if you have started carving your piece and it is not to your liking or you detect a problem, this label is your guarantee for an exchange or a solution based on the current state of the piece. For this reason, it is essential that you keep this label and do not discard it, as the return protocol explained below cannot be applied without it.

Return Conditions and Non-Conformity Policy

The customer has the right to return products that are defective or do not meet their expectations. The customer has a period of 15 days from the moment the product is received to notify Iberian Select Foods of the defect or discrepancy and proceed with the return.

If the customer returns the product due to defects or lack of conformity and the return is accepted, Iberian Select Foods SL will replace the product with another of similar characteristics and will cover the shipping costs, as well as the direct costs of the return. If the item cannot be replaced due to lack of availability, a refund will be issued to the customer.

In the event that a defect or lack of conformity is detected in hams and charcuterie, it is necessary to return at least 85% of the product's weight. Started pieces missing more than 15% of the product will not be accepted. Hams and shoulders (paletas) must be returned with the original seals, stamps, or labels untampered with.

Any whole piece (whether ham or shoulder) that has been sliced or deboned after delivery at your destination will not be subject to this protocol. The piece must remain intact (not chopped or deboned) and must carry the guarantee label.

The return protocol will not apply if the product has been improperly stored or preserved after delivery.

For other cured products—such as whole cured meats, vacuum-packed items, cured and semi-cured cheeses, oils, or other food products—a solution will be provided according to the nature of the problem, provided that the claim is made within a maximum period of 5 days from the receipt of the order.

Instructions for Returning a Product Purchased Online

If, despite our rigorous quality controls, you are not satisfied with your product—either because it is not to your liking or because it presents an issue—you must inform us immediately. To do so, please contact our customer service team through the CONTACT section, providing the following information:

  • Photos of the current state of the product, clearly showing the defect and the guarantee seal/label.

  • A brief explanation of the incident.

  • Your order number.

Once we receive this information, we will arrange to collect the product from your address. Once the product arrives at our facilities, our quality experts will analyze it and proceed to find the best solution.