Customer Service

Complaints and Claims Procedure

In accordance with Article 97 of the Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Protection of Consumers and Users, we provide our customers with a clear and accessible procedure for filing complaints and claims related to the products or services purchased through our website.

  1. Submission of Complaints and Claims Customers may submit complaints or claims regarding the products purchased or the service provided through the following means:

    • Through our contact form available in the "Customer Service" section of this website.
    • Via email to info@joverfruits.com
    • By postal mail to the following address: Calle Presbítero Conrado Poveda 10, Petrel, Alicante 03610

    The complaint must include:

    • The order number or order reference.
    • A detailed description of the reason for the complaint or claim.
    • The customer's contact information (name, email address, and phone number).

  2. Resolution Timeframe Once the complaint or claim is received, our customer service team will send an acknowledgment of receipt to the customer within a maximum of 48 hours. The complaint will be resolved within a maximum period of 14 calendar days from the date of receipt. In exceptional cases that require further investigation, we will inform the customer of the status of the claim and the estimated time for the final response.

  3. Dispute Resolution If the customer is not satisfied with the solution provided, the following out-of-court dispute resolution mechanisms are available:

    • European Union Online Dispute Resolution Platform (ODR): Customers can access the EU's online dispute resolution platform to resolve any disputes amicably. The platform is available at the following link: https://ec.europa.eu/consumers/odr/.
    • Consumer Arbitration System: As a company that adheres to the Consumer Arbitration System, we  DO NOT offer the possibility of resolving disputes through this free out-of-court procedure at the moment.  

  4. Complaint Forms In compliance with current regulations, we also provide customers with the official Complaint Forms of the regional authorities. These forms can be requested at any time by emailing info@joverfruits.com or at our physical address: Calle Presbítero Conrado Poveda 10, Petrel, Alicante 03610