Terms of Service

terms of service ORIGINALPAELLA.com

These are the Terms and Conditions that regulate the contractual relationship of product purchase that originalpaella offers at its online shop.

The sales Terms and Conditions described below exclusively govern the contractual relationships between all orginalpaella websites users (hereinafter called “Client”) and the seller, hereinafter called “originalpaella” and “Us”) and owner of the online shop.



1.1. The purpose of these sales Terms and Conditions is the provision by originalpaella of the products and services offered at its online shop in exchange for financial payment.

1.2. By accessing our website, the Client promises to respect the Terms and Conditions, as well as the user rules that appear therein.



2.1. These Terms and Conditions, together with their order confirmation, constitute the contract between originalpaella and the Client for the provision of products. No other Terms and Conditions will apply.

2.2. It will be understood that the Client agrees with the general conditions that are provided for in this text from the moment he/she accepts that he/she has read and agrees with the Terms and Conditions. 



3.1. To place an order, the customer must be at least 18 years old.

3.2. You, the user, must complete the personal data form which is found on the online shop (open 24 hours a day) once you have accessed the page and clicked “place order”.

3.3. When the client places his/her order, we will send him/her an order number.

3.4. At www.originalpaella.com  we do our utmost to deliver the correct products to the customer with the corresponding order confirmation. However, there is a chance that we cannot supply every product ordered for example  due to a lack of stock. In such instance, we will inform the customer of the issue at hand and offer an alternative product. If the customer is not in accordance with our proposal, we will cancel the order and they will be refunded for any fees paid for the products that we could not provide. In rare cases, the prices of the products in our online shop can be incorrect or marked unjustifiably low without cause. In the instance that this has occurred and the customer has already received confirmation of the order, we contact the customer with an aim of sending a new confirmation with the correct pricing. In the case that the customer is unsatisfied with the different pricing, the customer reserves the right to cancel the order and we will refund the payment.

3.5. In exceptional circumstances, we may not have a product in stock, therefore, delivery may take longer, though we will always inform in these cases by email. There are some products that need to be specially ordered (large size paella pans, natural gas paella stoves and special international connections), in which case “specially ordered product“ characteristics will appear on the product specification, along with the availability time to which we must add the delivery time, depending on the destination.

3.6. At any moment before the order has been shipped, the customer can cancel the order without any additional fees. After this time, cancelling the order may incur additional costs.



On confirmation of your order, we will deliver your products in accordance to the Terms and Conditions.



5.1. We pay great attention to information in regards to the main characteristics and functions of products, through  technical descriptions provided by our partner companies and manufacturers or via photographs illustrating the products. This all happens within the boundaries of technology and in accordance with the highest market standards.

5.2. Read carefully the product descriptions before purchasing. The image shown can differ from the end product. If you have any doubts, please contact us before purchasing the product.



6.1 The price of the products can be seen clearly on the website. The price and terms of the product may vary. The valid price and terms that are used,  will be those stated at the time the customer places the order.

6.2. We reserve the right to charge for the order on the date that we receive the order.

6.3. The selling prices in our online store are as follows:

If the customer lives in the European Union, all the prices are including VAT.  If the customer lives in a tax-free zone we will deduct the tax costs, but the customer must indicate this under “other comments or special requests?”.

6.4. The shipping costs are not included in the price of the product. The shipping costs are paid by the customer and will be added to the total price of the selected products.. The customer will be informed about the additional costs for delivery before being able to complete the transaction and receive a confirmation of the order. The indicated weight corresponds to the most unfavorable criterion between the real weight and the volumetric weight of your order, as billed by most shipping companies.

6.5. We reserve the right to modify our prices at any time. However, we promise to use the prices that are shown at  the time of placing the order will be the same as what we will charge.

6.6 In the event that the Products must be delivered to a country outside the European Union, the total price indicated in the order and ratified in the order confirmation does not include any indirect taxes, tariffs and/or applicable customs fees depending on the country of destination. The Consumer agrees to pay them, if they are applicable as provided by the laws of the country where the products will be delivered.

The Consumer must consult the competent authorities of their country of residence or destination of the products, in order to obtain information on the duties or taxes that apply in their country of residence or destination of the goods.



7.1. The customer should be aware that the orders will be sent, depending on the availability of the stock. If one of the ordered items is not in stock , we will contact the customer (on the next working day after placing the order) by sending an e-mail with the possible delivery time of the products. If the customer does not want to wait, they can ask for a refund of the amount paid for the products that cannot be delivered.

7.2. If one of the products is not available after being charged for the order, at the customers request, we are required to send the available  products and the shipping prices will be adjusted appropriately. When possible we will suggest a product that is equivalent in quality to substitute the unavailable item. If this proposal is declined by the client, we will reimburse the amount paid for the products that were not available.



8.1. To guarantee maximum safety when paying for items with Originalpaella, we have a partnership with Deutsche Bank. When the customer sees the symbol of Deutsche Bank, the client can assume that the payment is 100% protected.

8.2. If our security department suspects fraud or irregularities, for security reasons, Oriiginalpaella has the right to cancel  transactions.

8.3. Originalpaella offers customers three different methods of payment:

- Payment by credit / debit card:

If the buyer prefers to pay by credit card, the customer´s order can only be recognized and be progressed when the payment is approved by the bank. The online credit card payment  conducted by the “Secure Socket Layer”, will encrypt your credit card information during transmission. For safety reasons, Originalpaella will check all the orders that will get paid by credit card. We accept American Express, Maestro and all Visa and MasterCards, which are verified by Visa as a secure payment method. In addition to this, any order that exceeds the limits set by Originalpaella, will have to be verified by sending a form of  identification as a proof of residence by fax or e-mail.

- Payment by bank transfer:

The customer has to make the final payment via a bank transfer using the details provided. After completing the purchase, the customer will receive an automatic e-mail with the bank details needed for the transfer. Important: for the transfer, the reference number provided in the automated email MUST be given. If the reference is not present, the order is classed as invalid and we will refund the payment after 7 days.

- Payment by PayPal:

PayPal allows the user to pay directly without the need to enter any account information. PayPal encrypts confidential data, by using the best technologies available on the market. The aforementioned payment service includes a small extra cost that the client accepts, which is always indicated prior to the payment an invoicing thereof. 

Additionally, and only in (peninsular) Spain,  the Client can choose payment on delivery, accepting the small extra cost that the aforementioned payment service includes, which is always indicated prior to the payment and invoicing thereof. 

8.4. In the instance that the purchase has been made by an end user or company, an extended corresponding invoice will be sent.  In both invoices will include a breakdown with the amount of VAT if applicable and any shipping costs.



9.1. We will ship the products to the delivery address provided by the customer  in the personal information required to create an account.

9.2. On the website, including in the shopping cart, the sum of the items will be shown including the shipping costs for the order.

9.3 We are referring to working days and working hours, therefore, excluding Saturdays, Sundays and bank holidays. If for whatever reason, this period will be exceeded, originalpaella will contact the customer and when possible, find an alternative solution.

9.4. The customer agrees that themselves or a representative will be available to receive the delivery in the previously stated place of  residence. In the event that there is no one present on the first delivery attempt, the delivery company will return several times. If the package is still not delivered after these attempts, then it will be returned to us. The amount paid by the customer will be refunded, minus the shipping costs and costs of return.

9.5 During this month of August 2023, we close the facilities on Fridays, August 4, 11, 18 and 25, also including Monday the 14th for staff rest and Tuesday the 15th for a national holiday.


10.1. All products offered by Originalpaella have a warranty. We promise to replace any products that have manufacturing faults with a new version or a corresponding alternative or will refund the payment for the product, for up to two years from the date of delivery (this in no event applies if the reason is due to lack of maintenance or the incorrect use of the products). In this instance, all costs for the return and redelivery of an order are charged to Originalpaella not the customer.

10.2. The customer must inform Originalpaella via e-mail explaining that you wish to return the product. This way, we can organise returning the product in a suitable manner. In the instance that the problem with the product is not covered in the guarantee, the customer will have to pay additional costs that may arise from such a refund.



11.1. If the Customer is not satisfied with the product which have purchased from us, he can change or return the product within 14 days of delivery of the goods and get a refund of the product returned no longer than 15 days. The cost of return of package will always be a customer responsibility.

11.2. If the order had been damaged. damaged or shows signs of being damaged in its own packaging during transport, they must leave a record on the delivery note of the carrier, indicating it in the delivery receipt in the section "pending review of hidden damages", otherwise we cannot attend no claim. Notify us of the incident through our contact form or by email to originalpaella@originalpaella.com adding photos of the damaged parts and the packaging within 24 hours. In this way, it will be the insurance of the transport agency that will bear the costs of the product, otherwise originalpaella will not assume any direct or indirect responsibility for damages, defects or delays caused in product delivery.

11.3. If the product arrives damaged, harmed or with any anomalies, the customer is obligated to inform Originalpaella immediately upon receiving the product. Guidelines and advice will be given by Customer Service upon contacting them.

11.4. To be eligible for a refund or a replacement product,  the following guidelines have to be followed.

• Products must be returned in the original packaging and/or in the box they arrived in. If this is not possible, packaging of at least similar quality has to be used.

• The product may not have been used in any way that could have decreased its value or caused the product any harm.

• Returned products must be accompanied by the delivery note along with the reason/s for the return written on paper. This is to make the return faster and the process easier to handle.

11.5. The condition of the returned product will be assessed once it has been returned to the warehouse. If the product does not comply with the standards and requirements set for a return or if the status differs to that stated by the customer, we may in our sole discretion refuse or lower the amount of money to be refunded.

11.6. After a successful return the customer will be contacted by the company to be informed of a refund via the same payment channel chosen and used by the customer.



If you wish to speak to our Customer Service Team:

- Please contact us on 963906901, Monday to Friday from 09:00 to 16:00

- You can send us a message via the contact form



13.1. The customer agrees to complete the order forms and personal details correctly and according to the instructions provided. Originalpaella will protect data by providing SSL security systems.  In addition to this, the customer agrees to pay the price of the products, including the corresponding taxes and shipping costs.

13.2. We advise that all customers save a copy of any data concerning the purchasing of their products. Originalpaella is not responsible for loss of data, files or in general damages as a result of a backup failure on the customers part.

13.3. Originalpaella is not responsible for the consequences arising from the  improper use of products bought on our online store.



The personal data that the customer has to provide us is essential for sending orders and invoicing. In the absence of this information, the order will be canceled automatically. When registering on our site, the client agrees to provide us with  valid personal data, data that allows the service of Originalpaella to function and correct identification of the registered customer, as well allowing the sending of information and advertising for different products and offers that Originalpaella offers on the website.



All content on the Originalpaella Online Store (images, text, names, trademarks and videos) are property of Originalpaella. The duplicating of partial or whole content in any form must have prior, and the explicit approval by Originalpaella.



16.1. Unless an alternative end date is shown, all offers and coupons are valid for one month.

16.2. Discount coupon promotions are exclusively for the value of the product and can only be used once.

16.3. When taking advantage of a discount coupon, there will always be a minimum spend amount. If there is no minimum amount indicated, it is 50 €.

16.4. Originalpaella has the right to exclude a person who abuses the promotion or attempts  to repeatedly use the action under different identities.

16.5 You can only use one coupon per purchase. Coupons are not cumulative.




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