1) Object and scope of application

These General Terms and Conditions are intended to regulate the relationship between FAMILIA OSORIO SL. and/or the Company and you (hereinafter, the Client), relating to all transactions carried out in the Company's online store.

Familia Osorio SL is a Spanish company, registered in the Registry, with CIF number ESB01876200 and registered office at Passatge de Padró 13, 08242 Manresa

2) Exclusions

Sale to third parties is prohibited.

3) After-sales service

Due to the nature of the products sold on the Familia Osorio website, no specific after-sales service is offered, but any incident, complaint or claim related to a purchase made through www.familiaosorio.com should be communicated to the email address hola@familiaosorio.com or to the telephone number +34 616 795 177.

4) Purchase process

4.1 How to find products on the website www.familiaosorio.com

To search for a product on the website, you can access the different product sections and categories through the top menu. You can also use the search bar (magnifying glass icon) located on the right side of the top menu. 

4.2 How to make a purchase

Once the customer has decided to purchase a product, they must click the ADD TO CART button, which is visible on each product page. They can continue adding products until they have finished selecting items. The cart can be viewed at any time by clicking the cart button located to the right of the top menu (next to the search icon).

Once the product selection is complete, the Customer must confirm the items in the shopping cart. Before confirming the cart (by clicking the CONTINUE button) or selecting the PayPal payment option, it is necessary to check the box indicating that they have read and accepted the privacy policy and purchase terms and conditions. Any comments or observations regarding the purchase should be included in the designated (and optional) "order comments" section, which appears in the shopping cart summary.

Once the shopping cart is confirmed, the Customer must complete the Contact Information section. The required information includes: email address, first name, last name, address, city, country, province, postal code, and telephone number. On this contact information screen, there is an option to check the box "Save my information and access it more quickly next time." If this is done, the Customer will later receive an email requesting a password to create an account for future purchases (however, creating an account is not required to make a purchase). If the Customer has a discount code, they can add it on this screen or later.

Once the contact information is complete, click the CONTINUE TO SHIPPING button. This will open another screen displaying the customer's contact email and delivery address, as well as shipping costs and delivery options. To continue, click the CONTINUE TO PAYMENT button.

Next, you need to choose your preferred payment method (credit card or PayPal) and complete the order. Depending on the payment method chosen, follow the on-screen instructions to finalize your order.

If, after payment confirmation, the Customer discovers that they have made a mistake during the Purchase process, the Customer can contact Familia Osorio SL through any of the available contact methods: hola@familiaosorio.com, by phone at +34 670 386 974 or via the contact form.

The website is only available in Spanish.

The contract is of a fixed duration, ending on the date of delivery of the products, except in cases of termination due to impossibility of making the delivery or exercise of the right of withdrawal by the customer.

Once the purchase has been made, the Customer will receive an order confirmation via email (within the next 24 hours) and another email when the order has left the Familia Osorio SL warehouse.

If the Customer does not have an account on the Familia Osorio SL website, the contract will be formalized in the confirmation email that Familia Osorio Coffee will send once payment has been processed (in this case, Familia Osorio SL only archives the contracts for internal purposes, so the Customer is advised to save and properly archive the emails). If the Customer has a customer account with Familia Osorio SL, they will receive the order confirmation with the formalization of the contract, and by accessing their customer account on the website, they will be able to access their order and contract history.

4.3 Creating an account

As detailed in the previous section, during the purchase process, the customer can check the box to "save data for future purchases." In that case, they will later receive an email with instructions on how to create a password to register and open an account. Alternatively, they can create an account by accessing the LOGIN option in the top menu and registering as a new customer.

Access to an existing account can be obtained from the LOGIN option (in the top menu), or once the Contact Information data is being registered during the purchase process.

5) Prices, Website Changes, Payment Method, Product Unavailability, Delivery and Withdrawal

5.1 Prices

The prices applicable to each product, expressed in Euros, are those indicated on the website on the date of the order, including VAT (Value Added Tax) and any other applicable taxes.

In the case of special offers or promotions, these will be valid until the date indicated in each case or, in the absence of an indication, while the offer or promotion is accessible to the customer in the online store.

If a product appears with an incorrect price or incorrect information due to a typographical or pricing error, Familia Osorio SL reserves the right to refuse or cancel any order for incorrectly priced products, provided the order has been placed and payment has been processed. In this case, a full refund will be issued.

5.2 Website Changes

Familia Osorio SL reserves the right to make any modifications it deems appropriate to the website at any time and without prior notice, and may update products and services daily according to market conditions.

5.3 Payment method

Once the customer has confirmed the purchase of the product, they must proceed to payment of the indicated amount. Accepted payment methods are credit or debit card and PayPal.

All orders are subject to prior verification and confirmation of payment. If the financial institution issuing the credit card does not authorize the payment, the sale will be considered invalid and the order will not be processed.

5.4 Invoice

The customer will receive a purchase receipt with their order. If an invoice with tax identification number (CIF/NIF) or other billing information is required, it can be requested through one of the available channels (email, phone, or contact form).

5.5 Product unavailability

If a product is unavailable after the order has been processed, the Customer will be informed immediately, and only part of the order will be delivered, or the order will be cancelled according to the Customer's wishes.

5.6 Delivery

We ship to mainland Spain and the Balearic Islands. We also ship to Ceuta, Melilla, the Canary Islands, Andorra, Portugal, and any other EU country.

Delivery takes 1-2 business days for mainland Spain (24-48 hours) and 2-3 business days for the Balearic Islands (48-72 hours). Orders placed before 11:00 AM will be prepared and handed over to the courier the same day. Orders received after 11:00 AM will be prepared the following day.

Orders are not prepared or shipped on weekends and holidays (both weekends or holidays at origin and destination).

It is not possible to specify delivery time slots. However, if you have any special requests, please contact Familia Osorio and they will inform the courier company.

The courier company will make three delivery attempts, notifying the customer accordingly. If delivery is unsuccessful after the third attempt, the order will be returned to the Familia Osorio warehouse.

If the Customer does not receive the order within the indicated time or there is any problem, they can contact Familia Osorio through any of the available means.

Failure to meet the delivery deadline will not be considered to be caused by absence or change of address of the recipient, unknown recipient or address, non-payment of shipping costs, additional charges or refunds, closure for holidays, deliveries outside the deadline on the second delivery attempt, causes of force majeure or fortuitous event or others not attributable to the carrier.

5.7 Warranty and Withdrawal

The products are guaranteed in terms of their quality.

If you wish to cancel your order before it has been shipped, you may do so and receive a full refund via the same payment method used for the original purchase (unless you specify a different method). Cancellations can be communicated via email ( hola@familiaosorio.com ), telephone (+34 616 795 177), or through the contact form on the www.familiaosorio.com website.

If the package has already been shipped, the Customer must wait to receive it before proceeding with the return.

Pursuant to Royal Legislative Decree 1/2007 of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, the Customer has a withdrawal period of 14 calendar days from the date of receipt of the goods. To exercise the right of withdrawal, the Customer may use the withdrawal form accessible HERE , although its use is not mandatory. Alternatively, the Customer may notify their decision to withdraw from the contract through an unequivocal statement (letter sent by post or email).

The right of withdrawal cannot be exercised when there are indications that the products have been opened, handled or exposed to unsuitable conditions.

It is mandatory to return the products properly protected (in the original packaging or equivalent packaging). The customer must return the products without undue delay and, in any event, no later than 14 calendar days from the date on which they communicate their decision to withdraw from the contract. The deadline will be considered met if the goods are returned before the end of this period.

The return address is:

OSORIO ROASTERY FAMILY

Passatge de Padró 13

08242 Manresa

Tel. 616 795 177

From Monday to Friday from 9 a.m. to 5 p.m., except public holidays in the town of Manresa.

In the event of cancellation by the Customer, Familia Osorio Coffee will refund the payment received, including delivery costs (with the exception of additional costs incurred if the Customer chose a delivery method other than the least expensive standard delivery option), without undue delay and, in any event, no later than 14 calendar days from the date on which the decision to withdraw from the contract is communicated (in the case of a refund by credit card, the 14-day period may be extended by the time it takes the credit card issuer to process the refund. In the case of PayPal, the period may also be extended, depending on the time it takes PayPal to process the refund). The refund will be made using the same payment method used by the Customer for the initial transaction, unless the Customer expressly agrees otherwise.

The refund will be withheld until the products have been received or the Customer has provided proof of their return.

The customer will be responsible for the return shipping costs.

6) Osorio Coffee Family Responsibilities

The Company guarantees to Customers the quality of the products offered at Familia Osorio Coffee as determined by the corresponding producer, as well as the shipping service, and undertakes to preserve and respect the rights granted by applicable legislation to consumers and users.

7) Customer Responsibilities

The Customer is obligated to provide accurate, truthful, and up-to-date information during the product purchase process, assuming all responsibility that may arise from providing information that does not meet these requirements. Likewise, the Customer is obligated not to provide information about third parties without their prior consent, in accordance with the terms outlined in the Privacy Policy.

The Customer undertakes to use the purchased Products solely for lawful and legal purposes and with full respect for contractual rights