Return Policy
Our Promise
to You
Every bottle that leaves our kitchen carries our name — and our care. If something is ever less than it should be, we want to make it right. No fuss. No coldness. Just honest service, the way we'd want to be treated ourselves.
Your 14-Day Right of Withdrawal
As an EU consumer, you have a statutory right to withdraw from a distance purchase within 14 calendar days of receiving your order — no reason required. This is guaranteed under EU Directive 2011/83/EU and cannot be taken away from you.
However, EU law explicitly exempts certain categories of goods from this right. Under Article 16(d) of the Directive, the right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly — which includes our chilled, perishable bone broth.
This means we are unable to accept physical returns of bone broth products once they have been delivered. This is a food safety and EU legal standard, not a choice we make lightly.
"We simmered this broth for 16 hours. If it ever arrives anything less than perfect through no fault of your own, we will always make it right — refund, replacement, or credit. Your choice."
What We Cover
While physical returns of perishable products are excluded under EU law, we offer a full refund or replacement where the issue is on our side. All claims must be submitted within 48 hours of delivery with photographic evidence where possible.
- Products that arrived damaged or leaking
- Incorrect products sent due to our error
- Orders lost in transit (confirmed by courier)
- Products delivered outside safe temperature due to a carrier failure
- Significant quality defects present at the time of delivery
- Missing items from your order
- Orders that were never delivered and cannot be traced
- Change of mind (perishables are exempt under EU Art. 16(d))
- Products opened and partially consumed
- Damage caused by improper storage after delivery
- Taste or texture preferences — broth is naturally gelatinous when chilled, which is a sign of quality collagen content
- Delivery delays caused by the carrier or customs
- Incorrect delivery address entered by the customer
Under EU Directive 2019/771 on the sale of goods, you are entitled to a legal guarantee that products conform to their description at the time of delivery. If your order arrives in a state that does not conform — damaged, incorrect, or spoiled — you have the right to a remedy. This guarantee is in addition to, and does not replace, any commercial remedy we offer.
How to Raise a Claim
No lengthy forms, no call centres. A direct line to us — the founders — every time.
Contact us within 48 hours of delivery
Email [email protected] or call +34 686 150 802 within 48 hours of receiving your order. The sooner you reach us, the faster we can help.
Include your order details
Your full name, order number, and the email address used at checkout. Your order number is in your confirmation email from us.
Send photographs if possible
Clear photos of the issue — damaged packaging, incorrect items, or anything that looks wrong on arrival. This helps us resolve claims quickly and improve our process.
We respond within 2 business days
We will confirm receipt of your claim and propose a resolution — refund, store credit, or replacement shipment. You choose. Under EU law, where a remedy is due, we will action it without undue delay.
Refunds & Replacements
Once a claim is approved, the choice of resolution is yours.
| Resolution | How it works | Timeframe |
|---|---|---|
| Full Refund | Returned to your original payment method. Under EU rules, refunds are issued without undue delay and at most within 14 days of approval. | Within 14 days (typically 5–10 business days depending on your bank) |
| Store Credit | Issued as a discount code for your next order — we'll add a little extra as a thank you for your patience | Within 24 hours of approval |
| Replacement Shipment | We reship your order at no additional cost, with express delivery prioritised | Dispatched within 2 business days of approval |
Original shipping costs are non-refundable unless the order was lost in transit or the error was entirely on our side. In those cases, all costs — including shipping — will be reimbursed in full.
Subscription Orders
Our subscription customers are part of The Society — our most cherished community. The same rights and remedies apply to every subscription delivery as they do to one-time orders.
Under EU consumer law, you have the right to cancel a subscription contract at any time. You may pause, modify, or cancel your subscription through your account at thebrothbarmarbella.com/account, by email, or by phone. We require 48 hours' notice before your next scheduled billing date to avoid being charged for that upcoming cycle.
Cancellations are effective at the end of the current billing period. Any subscription charge already processed is non-refundable unless a qualifying delivery issue has occurred. We do not impose cancellation fees or penalties of any kind — you are free to leave The Society and return whenever you wish.
Dispute Resolution & Your Rights
We sincerely hope it never comes to this — but if we are unable to resolve a complaint to your satisfaction, EU law gives you access to independent dispute resolution.
The European Commission provides an Online Dispute Resolution platform for consumers and traders in the EU. If you are not satisfied with our response to a complaint, you may use the ODR platform to seek an independent resolution.
ODR Platform: ec.europa.eu/consumers/odr
Our contact email for ODR purposes: [email protected]
You may also contact the Spanish consumer protection authority: OMIC (Oficina Municipal de Información al Consumidor), or the relevant consumer authority in your country of residence within the EU.
For Spanish residents, the Junta Arbitral de Consumo de Andalucía provides free, independent arbitration for consumer disputes.
Your statutory rights under EU law are not affected or limited by any part of this policy. Where this policy provides fewer rights than EU law requires, EU law prevails.
Policy Details
This policy was last reviewed and updated in March 2026. It is issued by VIDHIE & NATI SL, trading as The Broth Bar Marbella, registered with the Registro Mercantil de Málaga, Spain.
This policy is governed by Spanish law and EU consumer protection legislation, including Directive 2011/83/EU, Directive 2019/771/EU, and Spain's Real Decreto Legislativo 1/2007 (Ley General para la Defensa de los Consumidores y Usuarios).
For all returns, refunds, or order queries, contact us at [email protected] or +34 686 150 802.