Our goal is to achieve maximum customer satisfaction. If you are not completely satisfied with your order upon receipt, you have 14 days from the date of receipt to return it to us in unused condition and exchange it for another product.
Collection and reshipping costs will only be borne by Hostelking if the following situations apply :
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The product must be in perfect condition , unused and in its original packaging.
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The product is not the one requested or has some defect .
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The product has suffered some damage during transport and this has been noted on the order receipt .
To return your order to Hostelking, you must email us at info@hostelking.es before returning the order. We will send you an authorization number and the carrier's phone number so you can pick up the returned item.
We will not be responsible for any costs incurred if you did not contact us in advance to process the return and if you return the order without the authorization number.
Once we have received the product in our warehouses and verified that it meets the conditions described above, we will proceed to make a transfer to the account you indicate or to replace the same order.
Please note that for food safety reasons we are unable to exchange opened or tightly sealed packages .
If the order was shipped with free shipping, in the event of a partial or full return, you will be responsible for the outbound shipping costs. This cost is typically €10.50 (5 kg) or €14.50 (20 kg) per box or package.
The box, bag, or product itself shows a different volume or capacity than the one I requested. Did they make a mistake?
We have harmonized the units of measurement, primarily the capacity in ounces (oz) of American and/or English manufacturers. However, the vessel capacities indicated on the website correspond to the maximum capacity* and the measurements are correct.
Maximum capacity is the capacity up to the rim. By convention, in Spain, unlike other European countries that indicate the useful volume, the total or maximum capacity is used as the reference measurement for vessels.
Some cups have level marks indicating the volume up to that line, but we shouldn't confuse this line with the cup's total capacity. For example, paper cups are usually marked in ounces (4 oz would be 120 ml in Spain), but the manufacturer may indicate 100 ml on the bag, since that country specifies the useful volume, not the maximum. This is completely normal.
Please note that product dimensions may occasionally vary slightly (up to a maximum of 10%) due to the material of the product, the manufacturing process, or the shape of the product. This is an inherent characteristic of any product, material, and/or manufacturing process. These variations, regardless of their degree, are beyond our control. Additionally, if you order plastic products in bulk, they may show small scratches due to the elements being in contact with each other. We recommend bagged products if you wish to avoid these. Products are single-use (unless otherwise specified), so they may show small marks due to the nature of the material and/or manufacturing process. We recommend glass or metal products if you prefer the absence of marks. Product images are for informational purposes only. If you require a product with a very specific shape, design, or dimensions, we recommend contacting us first.
We apologize for any inconvenience this may cause. As part of our return policy, you can return any unwanted items.
To learn more, see Legal Notice and Conditions.