Returns and Incident Policy (B2B)
DonSnacks operates exclusively in the B2B (Business-to-Business) sector, serving hotels, restaurants, bars and catering businesses with a valid tax ID (NIF/CIF). The following terms apply to all orders placed by professional operators.
Exclusion of the right of withdrawal
In accordance with Article 103 of Royal Legislative Decree 1/2007 and Directive 2011/83/EU, the 14-day right of withdrawal does not apply to B2B contracts. All orders are final once confirmed.
Inspection on delivery
The customer is required to inspect the goods upon receipt. In the event of visible damage to the packaging or obvious discrepancies, the customer must:
- Sign the carrier's delivery note "with reservation" ("con reserva"), indicating the damage observed.
- Photograph the packaging and the damaged products.
- Notify DonSnacks within a maximum of 48 hours of receipt, sending the photographs to info@donsnacks.com.
Accepted grounds for return
| Reason | Notification period | Resolution |
|---|---|---|
| Defective product or damaged in transit | 48 h after receipt | Replacement or refund |
| Order error (incorrect product) | 48 h after receipt | Replacement with correct product |
| Product expired at time of delivery | 48 h after receipt | Replacement or refund |
Claims process
To submit a claim, please send an email to info@donsnacks.com with the subject line "Claim — Order #XXXX", attaching photographs of the product and packaging. DonSnacks will respond within a maximum of 2 business days.
Return costs
Return costs are borne by DonSnacks only in the event of our error or a defective product. In all other cases, return costs are the customer's responsibility.