Returns & Cancellation Policy

1. General

This policy explains how orders placed with Franquette Ltd may be cancelled, returned or refunded. It supplements the Terms and Conditions of Sale and does not limit the statutory rights of consumers.

2. Cancelling an order

Because our products are prepared fresh to order, an order can be cancelled free of charge by contacting us at franquette.mallorca@gmail.com or +34 659 79 70 73 no later than 2 days before the scheduled collection or delivery time. After that point, ingredients have been purchased and preparation has begun, and the order can no longer be cancelled or refunded, except where Franquette is unable to fulfil it.

3. Perishable and personalised products

In accordance with Article 103 of Royal Legislative Decree 1/2007, perishable food products, products made to order or personalised, and sealed goods that have been opened after delivery for health or hygiene reasons cannot be returned under the right of withdrawal.

4. Right of withdrawal for other products

For non-perishable boutique products, consumers may withdraw from the contract within fourteen calendar days of receipt without giving a reason, by sending an unequivocal statement to franquette.mallorca@gmail.com. The product must be returned unused, in its original packaging, within fourteen days of that statement. Direct return costs are borne by the customer unless the product is defective.

5. Defective or incorrect products

If a product arrives damaged, defective or different from what was ordered, please notify us within 24 hours of receipt, with photographs if possible. We will offer a replacement or a full or partial refund.

6. Refunds

Approved refunds are made to the original payment method within fourteen days of our decision, or of receiving the returned product where applicable. A refund may be full or partial depending on the circumstances. The customer receives an email confirmation when a refund has been issued. The time for the amount to appear on the account depends on the card issuer.

7. Cancellation by Franquette

If we are unable to fulfil an order for reasons beyond our control, such as unavailability of ingredients, we will inform the customer as soon as possible and refund the full amount paid.

8. Events, catering and memberships

Cancellation of events, catering, privatisations and memberships is governed by the Event and Catering Terms and the Membership Terms respectively.