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Shipping and returns
1. Delivery of products
Mainland Spain and the Balearic Islands:
CVNE undertakes to deliver the products purchased by the User during the purchase process within the shortest possible time and, in any event, within five (5) working days from the date the order is placed. Delivery will be made to the address indicated for this purpose during the registration process in the CVNE Online Store; products will not be delivered to P.O. boxes or call shops.
During delivery, if you are not at home, the transport company will contact you to arrange a second delivery.
If, once the period established by CVNE and the corresponding carrier for the delivery and collection of the product has elapsed, the user is not available, the products will be returned to CVNE and the User must bear the shipping and return costs, as well as any associated handling costs.
CVNE shall not be liable for errors or damages caused during delivery when the delivery address provided by the User does not correspond to the delivery location intended by the User.
2. Other Destinations
Shipping to the Canary Islands, Ceuta and Melilla is currently unavailable.
We ship throughout Europe and to the United States. Shipping costs will be calculated depending on the destination and the weight of the order, once you have entered the shipping address. For other countries, please check prices by calling +34 91 628 93 80 or writing to pedidos@cvne.com.
3. Return of products
(i) Right of withdrawal
In accordance with the provisions of Royal Legislative Decree 1/2007, of 16 November, approving the Consolidated Text of the General Law for the Protection of Consumers and Users (hereinafter, TRLGDCU), the customer has a period of fourteen (14) calendar days from receipt of the goods to exercise their right of withdrawal, without the need to provide any justification.
To exercise this right, the customer must notify CVNE before the expiry of the aforementioned period, by contacting pedidos@cvne.com or by means of any other unequivocal statement of their decision to withdraw from the contract.
Return conditions and deduction for loss of value:
The customer is responsible for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning. Consequently, CVNE reserves the right to apply a proportional deduction to the amount to be refunded, based on the loss of value identified, following an individual inspection of each returned product.
For these purposes, and given the nature of the products sold —wines and other alcoholic beverages which, once opened or consumed, cannot be reintroduced into the commercial circuit—, CVNE will apply the following criteria:
If the product is returned unopened, in its original packaging and in perfect condition, the full amount paid will be refunded, excluding return shipping costs, which shall be borne by the customer.
If the product shows signs of having been opened, partially or fully consumed, or has suffered damage resulting from improper handling, the loss of value is total, as the product can no longer be sold. In this case, the deduction for loss of value will be 100% of the price of the product, and therefore no refund will be issued for that item.
If the outer packaging is damaged or incomplete but the product itself is intact, CVNE will carry out an individual assessment of the deterioration and may apply a deduction proportional to it.
The assessment of the condition of the products will be carried out on an individual basis once the return has been received, and the customer will be informed of the outcome and, where applicable, of the amount to be refunded.
In order to process a return under the right of withdrawal, the following procedural requirements must be met:
The product must be returned in the same condition in which it was delivered, retaining its original packaging and labelling wherever possible.
The return must be made using the same box or packaging used for the delivery or, failing that, a similar format that ensures the products arrive in suitable condition.
A copy of the proof of purchase and the delivery note must be included inside the package, indicating the products returned and the reason for the return.
Returns must be sent to: CVNE, C/ San Mario nº 6, 28041 Madrid. The shipping costs for returns made under the right of withdrawal shall be borne by the customer.
(ii) Return of defective products
Without prejudice to any other rights to which they may be entitled, the customer shall be entitled to a full refund of the price of any products that are defective or that do not correspond to the order placed. Alternatively, the customer may request the delivery of an identical product in perfect condition.
If the order arrives damaged or broken, this must be expressly noted on the delivery note at the time of receipt. Any other incident must be reported to CVNE within 24 hours of receipt of the order, by calling +34 91 628 93 80 or writing to pedidos@cvne.com.
In these cases, the return will be processed following the procedure described in section (i) above, although the return costs shall be borne by CVNE. CVNE will refund or replace the product as soon as possible and, in any event, within 30 days of confirmation of the incident.
(iii) Reimbursement of the price of the products to the User
Once the returned products have been received and their condition verified in accordance with the criteria set out in the previous sections, CVNE will process the corresponding refund using the same payment method used by the customer for the original purchase, within a maximum period of fourteen (14) calendar days.
Partial returns of an order will only give rise to a refund of the price corresponding to the products actually returned and accepted.
The customer shall not be entitled to a refund for products which, following individual inspection, show a total loss of value in accordance with the provisions of section (i), or where the procedural requirements set out in these General Terms and Conditions have not been met.