Last updated: 18 August 2026.
How a return is handled
The seller identified on the order physically receives returns of its products. El Mercado de Origen facilitates communication, provides customer support and may mediate with the seller. Before sending anything back, contact us or the seller for the applicable return address and instructions.
Damaged, wrong or non-conforming products
If you receive a damaged, incorrect, incomplete or non-conforming product, email hola@elmercadodeorigen.com or use our Contact page. We may ask for photographs of the product, packaging and shipping label to document the case. Please report the issue as soon as reasonably practical to help the investigation. This recommendation does not limit any statutory rights.
Right of withdrawal
Where legally applicable, consumers generally have 14 calendar days to notify their decision to withdraw without giving a reason. The period is calculated under applicable law and, for sales of goods, normally runs from physical receipt of the goods.
Important food-related exceptions
The right of withdrawal does not apply where a statutory exception applies. Particularly relevant to this marketplace are goods liable to deteriorate or expire rapidly, goods made to the customer’s specifications or clearly personalised, and sealed goods unsuitable for return for health or hygiene reasons once unsealed.
An exception from withdrawal does not remove the customer’s rights where a product arrives damaged, is incorrect or does not conform to the contract.
Return costs and method
For a valid withdrawal, the customer bears the direct cost of return unless the seller has agreed to bear it or the law requires otherwise. For non-conforming goods or seller error, statutory remedies apply. Do not send a perishable product back without instructions: contact us first so that the appropriate solution can be arranged.
Refunds
Where a refund is due, the original payment method will be used where possible. If payment was processed through El Mercado de Origen, the platform may technically execute the refund on the seller’s behalf. For withdrawal, statutory time limits will be respected and, where the law allows, reimbursement may be withheld until the goods or sufficient evidence of their return have been received.
Seller-specific conditions
A seller may offer more favourable return terms. Seller-specific terms cannot reduce mandatory minimum consumer rights or contradict this policy to the customer’s detriment.
Need help?
Email hola@elmercadodeorigen.com, call +34 603 02 95 09 or use our Contact form. Our aim is to give the customer one clear support point even though physical preparation, dispatch and returns are handled by the producer.