Returns of products
In the event that the Customer wishes to proceed with the return of a product or wishes to make a claim regarding the provision of a service, regardless of whether Last, as an intermediary, manages the process, the final responsibility will always fall on the store where the purchase was made.
In the event of a refund to the Customer, the store will have the authority to decide the method of refund (cash, credit card, voucher, etc.), regardless of whether Last processes the refund on behalf of the local store. Therefore, the return of a product purchased by the Agent in execution of the mandate granted by the Customer will always be subject to the return policy of the store.
Certain establishments may not have spaces open to the public, which means that the User may not have access to them to process the return or claim. In such cases, the User must contact the Last customer service through the channels available on the Platform to receive the necessary help and support. However, in the specific case of orders placed on the Platform through the product drop-down menu, the Customer must contact Last directly.
In the event that the User wishes to return a product because it does not coincide with what is requested through the platform, the User must provide a photo of the complete order along with a list of incorrect or undelivered products, as well as other evidence that demonstrates the discrepancy with the product requested. The Customer must verify the products delivered by the Agent at the delivery address before proceeding to sign and confirm the mandate. By signing, the Customer confirms and ratifies the mandate, face-to-face purchase or service performed on his behalf. The Customer also acknowledges that a third party may ratify the mandate on his or her behalf, for example, in cases where the Customer is not at the final delivery address or has appointed a third party to pick up and sign the order. Therefore, it is the responsibility of the Client and/or such third party to verify the suitability of the service and, if necessary, to gather sufficient evidence to prove otherwise.
In any case, it will be up to the store to determine the validity of the return in each case. In the event of a dispute, the Customer shall notify Last through the means provided by Last for that purpose.
Problems or withdrawal
In cases where the Customer is not present at the designated place of delivery, the Agent will retain the product for 24 hours, or 5 minutes in the case of perishable products. In addition, the Customer must assume 100% of the basic cost of the delivery service, as well as the price of the product if it was purchased or contracted through the Agent on behalf of the Customer, and must pay for another service to receive the undelivered products. The Agent shall not be liable for the deterioration or expiration of the product in question.
If the User cancels the service after the local store has confirmed the preparation of the order and this has been communicated to the User, Last will be entitled to charge the corresponding fee. Likewise, if the User requested the Agent to purchase a product on his behalf, and the Customer cancels the order when the purchase has already been made, he must bear the costs of the delivery services performed by the Agent, as well as the cost of the product. This is without prejudice to the Customer’s right to request a new service to return the purchased products or to be delivered to another address.
For non-perishable products, the User may exercise their right of withdrawal with the store that sold the products. If you wish to exercise this right through Last, you will need to hire a new service.