Return and Refund Policy

Last update: 22.01.2026

At Pal’Olivo, we pride ourselves on the exceptional quality of our Grands Crus. We want your experience to be perfect, from ordering to tasting. In line with e-commerce standards and current legislation, here are our clear and transparent return conditions.

1. Withdrawal period

You have a legal period of 14 days after receipt of your order to inform us of your wish to return a product, without having to justify your reasons.

2. Conditions for accepting returns

As olive oil is a perishable food product, strict hygiene rules apply to guarantee the safety of all our customers.

To be eligible for a return, your item must be :

  • Intact and sealed: The bottle must never have been opened. The cap, safety ring and seal must be intact.
  • In its original packaging: The product must be returned with its protective packaging to avoid breakage during transport.
  • In resalable condition: Labels must not be damaged, torn or stained.
⚠️ Important : Hygiene and Safety
For obvious reasons of food safety and health protection, we cannot accept the return of any open, unsealed or opened bottle, even if it has only been tasted. Any product returned open will be systematically refused and will not be reimbursed.

3. Breakage and defective products (Pal’Olivo warranty)

Glass is a noble but fragile material. If your parcel arrives damaged or if a bottle is broken in transit, our guarantee applies immediately:

  1. Safety first: Don’t handle broken glass and don’t send the shards back to us.
  2. Proof: Take a clear photo of the damage (the wet/damaged box and the broken bottle) as soon as you open it.
  3. Contact: Send us the photo to our support e-mail within 48 hours.
  4. Resolution: We will immediately proceed, at your option, with the return of a new bottle at our expense or with a full refund.

4. Return shipping costs

  • Pal’Olivo’s error or breakage: We cover 100% of return or reshipment costs.
  • Change of mind (Withdrawal) : Return shipping costs are at the customer’s expense. We strongly advise you to use a shipment with tracking number. We cannot guarantee a refund if we do not receive the returned item.

5. Time limits and refund procedure

Once your return has been received and inspected at our warehouse (please allow 3 to 5 working days after shipment) :

  1. We will send you an email to notify you of receipt.
  2. If the return is approved (product sealed and compliant), the refund will be initiated immediately.
  3. The credit will be automatically applied to your credit card or your original payment method (Twint, PayPal, etc.) within 5 to 10 business days (this period depends on your bank).

6. Return address

Please do not send us anything without first contacting us by email.

For Switzerland:
Pal’Alcarria SL – Succursale Suisse, Route de la Rivaz 21, 1844 Villeneuve, Vaud, Switzerland

For the EU, Spain:
Pal’Alcarria SL, Carretera Carrascosa-Sacedón, km 42,100, 16512 Buendia, Cuenca, Spain