Our commitment: 100% of your money, no small print

We’ve been hanging pieces in the same Guijuelo cellar since 1890, and in these 130 years we’ve learned one very simple thing: a ham of ours is a calling card. When a piece leaves here with our mark, it carries behind it the work of four generations of the family, the hands of the masters who have cared for it for years in a natural cellar and the signature of those of us who put it in salt on the first day.

That’s why, if something isn’t right when you open the box, we want to know. And we want to resolve it. Not with a labyrinthine form or a call from a salesperson who doesn’t know who you are: with us answering you, in person, within hours.

Our guarantee is very easy to explain: if the piece doesn’t arrive as it should, we refund your money in full or we replace the piece. You choose. No arguments.

What our guarantee covers

We cover anything that’s our responsibility or the carrier’s:

A visible defect in the piece: damaged rind where there shouldn’t be, strange stains, abnormal mould beyond the natural rind.
Odd flavour or aroma: if when tasting you notice something that doesn’t fit (acidity, rancidity, a strange smell), trust your palate and let us know.
A shipping error: you receive a different reference from the one you ordered, a piece is missing from the order, it comes at a different weight.
Transport damage: a knocked box, broken packaging, a mishandled piece.

In any of these cases we offer you the two options, your choice: a full refund of the amount paid (shipping included) or a complete replacement of the piece with a new shipment at no cost to you.

What it does NOT cover

To be completely honest, there are a couple of things this guarantee doesn’t contemplate:

Changes of mind over personal taste. Ham is a food product and, by law, it doesn’t admit return by simple withdrawal once opened or handled. This isn’t our decision: it’s set by consumer regulations (you can read the legal detail in our terms of sale). If you’re unsure between one piece or another before buying, write to us and we’ll advise you with no obligation.
Damage after receipt due to poor storage. If the piece arrives perfect and is then kept in an unsuitable environment (excessive humidity, direct heat, contact with other foods), that’s beyond our control. With every shipment we include a keeping guide and we’re one email away from any question.

Beyond these two nuances, we take on the rest.

How to claim in 3 steps

Write to info@jamongourmet.es within the first 48 hours of receiving the order, attaching photos of the problem (of the box if it’s a transport issue, of the piece if it’s a product issue). State your order number.
We reply within less than 24 working hours with confirmation and the option you prefer: refund or replacement.
Resolution in 5–7 days: if you choose a refund, you’ll see it credited to your account or card within that period. If you choose a replacement, the new piece leaves Guijuelo and you have it at home in 48–72 hours.

No paperwork, no odd receipts, no having to talk to three different departments.

Why we can guarantee this

We can sign this commitment because we control the whole chain from beginning to end:

We are producers, not intermediaries. The piece that reaches you we’ve made ourselves from day one; we don’t buy it from third parties.
Four generations of craft and founders in 1986 of the Guijuelo Protected Denomination of Origin: we know exactly how a piece has to be to leave the cellar.
A natural cellar at 1,000 metres of altitude, where we cure the 40,000 pieces we produce each year. Each one passes through our hands.
A Guijuelo PDO seal and ENAC audits on every batch: there’s independent external control verifying what we say (you can see the details in quality and certifications).
Piece-by-piece traceability: every ham carries its unique number. If you want the full history, we’ll send it to you.

When the whole process is under one roof, refunding the money when there’s a problem isn’t a risk: it’s the logical thing.

What our customers say

Have questions?

Write to info@jamongourmet.es and we’ll answer you in person. There’s no small question when it comes to a piece that’s going to be in your home for several months.

For the full legal details (deadlines, withdrawal rights, the formal return procedure), you can consult our shipping and returns page.