REFUND AND RETURNS POLICY

At CitrusRicus we are committed to the quality of our products. If something is not right, we want to know and fix it.

1. PERISHABLE PRODUCTS (fruit, vegetables, fresh products)

In accordance with Article 103(c) of Royal Decree 1/2007, perishable products are excluded from the right of withdrawal. However, we take full responsibility for any product that arrives in poor condition or has been damaged in transit.

If upon receiving your order you find that the products are not fit for consumption:

• Notify us in writing at hola@citrusricus.com within 48 hours of receiving the order.

• Include photographs of the affected products inside the original box.

• Our team will assess the issue and offer a solution, which may include: a replacement product in your next order, an equivalent discount, or a refund for the affected products.

We trust the good faith of our customers. We have never had issues in this regard and our customers are, in general, very satisfied.

2. NON-PERISHABLE PRODUCTS (packaged goods, preserves, non-food products)

For packaged and non-perishable products, you have fourteen (14) calendar days from the date of receipt to exercise your right of withdrawal, provided that:

• The products have not been opened or unsealed.

• They are in perfect condition, in their original packaging.

The cost of the return is borne by the buyer. We will refund the amount via the same payment method originally used, and will process the payment within a maximum of 14 calendar days once the goods have been received and inspected.

3. DAMAGE IN TRANSIT

If upon receiving your order the packaging shows visible damage:

• Note the issue on the carrier’s delivery note before signing.

• Contact us immediately at hola@citrusricus.com with photographs of the damaged packaging and product.

• Do not consume or handle the affected goods until you have received our instructions.

4. CLAIMS PROCESS

For any claim related to an order, you can contact us via:

• Email: hola@citrusricus.com

• Phone: +34 679 890 459

We commit to responding to your claim as soon as possible and, in any case, within the legally established timeframes.

5. ALTERNATIVE DISPUTE RESOLUTION

In compliance with Regulation (EU) 524/2013, we inform you that you may access the European Union’s online dispute resolution platform: https://ec.europa.eu/consumers/odr/