Returns and cancellations policy

We carefully select our products from specialist producers and want every order to arrive in perfect condition. If you receive a damaged, incorrect or non-conforming product, please contact us so that we can review the case and find the most appropriate solution.

Right of withdrawal

Where permitted by applicable law, you may withdraw from the purchase of eligible non-perishable products within 14 calendar days of receiving your order, without giving a reason.

To exercise this right, the product must be unused, unopened and in its original condition, with its packaging, seals, labels and identification elements intact.

For food-safety and hygiene reasons, ordinary returns are not accepted for:

• Fresh, refrigerated or short-shelf-life products.
• Vacuum-packed or sealed products that have been opened.
• Products that cannot be returned for health or hygiene reasons once their seal has been removed.
• Products that have been incorrectly stored or handled after delivery.

Return costs arising from an ordinary withdrawal are payable by the customer, unless applicable law provides otherwise. Any refund will be made using the original payment method after we receive and check the product, within the applicable legal period.

Order cancellations

You may request cancellation while your order has not yet been prepared for dispatch. Once preparation has started or the order has been handed to the carrier, the request may be treated as a return under this policy.

To request a cancellation, please use our contact form and include your order number.

Damaged, incorrect or non-conforming products

If your order arrives damaged, incorrect or does not correspond to the product purchased, contact us as soon as possible through our contact form.

Please include:

• Your order number.
• A description of the issue.
• Photographs of the product, packaging and labels.
• Photographs of any visible damage to the parcel.

Please keep the product, packaging and labels until we tell you how to proceed.

If we confirm a defect, damage or lack of conformity attributable to the order, we may offer, as appropriate, a replacement with an equivalent product, a full or partial refund, or another solution in accordance with applicable law. When the claim is accepted, Iberian Select Foods will cover reasonable return or collection costs and, where applicable, the original shipping costs.

Specific conditions for whole hams

For claims involving a whole ham or shoulder, keep the piece uncut and deboned, with its original guarantee, traceability or identification label intact.

To assess the claim, the piece should retain at least 85% of its original weight, unless the issue can be verified in another way.

We may be unable to accept a claim where the product has been cut, deboned, incorrectly stored or handled in a way that prevents its condition from being assessed, except where the defect is evident and was reported beforehand.

Sliced and vacuum-packed products

Sliced, cut or vacuum-packed products cannot be returned simply because of a change of mind once they have been opened or handled.

If they arrive damaged, show a storage or quality issue, are incomplete or do not match your order, contact us with photographs and your order number so that we can review the case.

How to contact us

All cancellation, return and claim requests must be submitted through our contact form. We will provide the relevant instructions and, where necessary, coordinate the collection or return of the product.