Purchases & Returns

This English version is provided for information purposes only. In the event of any discrepancy, the Spanish version prevails.

Placing an order implies acceptance of these online order conditions.

Description of the online and onsite shop

Baovan's "online" and "onsite" shop, hereinafter the "Shop", is a service provided by BAOVAN FOODEXPERIENCE, SL (CIF B42732685) for the supply of its products at home on the User's request. The products covered by this service are those expressly indicated on the orders page (hereinafter, the "Website"), where Users can obtain additional information on the characteristics, availability and delivery terms of the products.

Payment will preferably be made online by credit card when confirming the order. Alternatively, payment to the waiter in cash or by credit card will be allowed.

Delivery will be carried out by the restaurant with the delivery service closest to the User's address, which will also be responsible, where applicable, for collecting the corresponding payment. This payment will be made by online credit card payment when confirming the order or by other payment options.

These Shop Conditions, which will not be individually archived, will remain published on the Website for consultation.

Particulars of the shop

The User must have a valid and active email address in order to contract with BAOVAN FOODEXPERIENCE, SL. The User must also check that the email address provided works properly, that no anti-spam filters or equivalent mechanisms are enabled, and that there are no errors that make it difficult to receive messages.

The photographs and images of the products shown on the Website are for guidance only and the actual appearance of some products may differ from these images.

Before placing the order, the User must check that the product fully meets their expectations.

If, for any reason arising from product shortages or incidents in the shop, a product cannot be supplied, this will be indicated on the Website or the User will be contacted to be informed of it if necessary.

BAOVAN FOODEXPERIENCE, SL reserves the right to modify the product list without prior notice. However, it undertakes not to modify the characteristics of the products that make up orders already placed by Users.

There will be no right of withdrawal due to the perishable nature of the products supplied.

The User will have the restaurant staff available at the venue where they place the order for the resolution of incidents and customer service, as well as the telephone number of the venue assigned to their delivery area shown on the Website, with which to contact BAOVAN FOODEXPERIENCE, SL to place orders, resolve incidents and obtain customer service. In the case of an incident not resolved with the assigned venue, you can write to info@baovanfoodexperience.com. Through this channel, the head office of BAOVAN FOODEXPERIENCE, SL will take note of your complaint and inform you of its resolution.

Shop contracting process

The User must create a user account to facilitate order management. It is not necessary to be registered to place an order.

The User may select the items they wish and these will be added to the basket.

Once the purchase is confirmed, a User who does not have a user account will have to fill in the required fields: personal information needed to place the order, billing details, where applicable, and delivery details. Once the User has read and understood these Shop Conditions, they may click the corresponding button to accept them and proceed, where applicable, to the payment method.

After placing an order, the User will receive an email with the order details, provided they have updated their profile with an email address that has been duly validated by means of a verification and activation email.

Price and payment method

Before the final confirmation, a summary of the online order will be shown and all the data entered may be corrected by the User. Final confirmation of the order implies the conclusion of the contract with BAOVAN FOODEXPERIENCE, SL. When enabled, and if the User so chooses, payment must be made in order to start the delivery process.

BAOVAN FOODEXPERIENCE, SL may reject a User's order if payment is not made correctly by the User. In the case of card payment, if the card is declined, the User will be informed and asked to pay another way. If this is not possible, the order will be cancelled and notified by email.

The User may pay for their order by the following means, to the extent that they are available for the shop:

Credit card: the banking data collected through the payment gateway is encrypted and securely transmitted to the bank's servers. BAOVAN FOODEXPERIENCE, SL reserves the right to take whatever legal action it considers appropriate against anyone who carries out a fraudulent transaction or enters credit card data without the cardholder's authorisation. In the case of payment by credit card, the order will not be considered effective until the Administration Department of BAOVAN FOODEXPERIENCE, SL obtains bank confirmation of the payment.

"One click" credit card (only available to registered users with a previously validated email): same conditions as the previous point.

Cash, Meal voucher or Credit card: payment will be made directly to the waiter or at the restaurant's till.

Regardless of the chosen payment method, the User will receive an order confirmation email provided they have previously registered and validated their email. The order data will be recorded by BAOVAN FOODEXPERIENCE, SL in the personal account created by the User on the Website.

The prices shown for each product include applicable taxes and, in the final summary before proceeding with the purchase, any item such as delivery costs will be included, should such costs exist.

Delivery and returns policy

Once payment has been checked and validated, BAOVAN FOODEXPERIENCE, SL will contact the riders who occasionally provide service to the shop to proceed with delivery of the product, providing them with the data necessary for delivery, in accordance with the Privacy Policy. The details of each restaurant are available to the User on the Legal Notice page.

The User is responsible for correctly indicating the delivery address of the order. If the address is entered incorrectly, BAOVAN FOODEXPERIENCE, SL or the restaurant in question will try to contact the User and resolve the error, but declines all liability arising from such errors by the User.

The delivery time, which will in any case be approximate, will be indicated when the order is placed. BAOVAN FOODEXPERIENCE, SL and the restaurants attached to the shop are not responsible for any delay caused by reasons beyond their control.

The User must check the products received in the presence of the delivery staff to verify their integrity and condition in order to give their approval. In the event of non-conformity with the product received, the user must tell the delivery staff, who will offer the option of refunding the price of the product or processing an order for the same product after receipt of the product under the delivery conditions.

In accordance with Law 11/2010 of 17 December on the prevention of alcohol consumption by minors, it is prohibited to sell alcoholic beverages to persons under 18 years of age, or by persons over 18 for persons under 18. Orders containing alcohol cannot be accepted from persons under 18 years of age.