Product return policy

In the event that the Customer wishes to return a product or wishes to make a complaint about the performance of a service, without prejudice to Last, as an intermediary, assuming the management of the same, the final responsible will always be the store in which the purchase was made.

In case of reimbursement of the amount of the purchase to the Customer, it will be up to the retailer to decide the method of return (cash, credit card, voucher…) regardless of whether Last is the one who, on behalf of the local retailer, proceeds to the refund. Therefore, the return of a product purchased by the Agent in execution of the mandate conferred by the Customer shall in any case be subject to the return policy of the retailer.

Certain establishments may not have spaces open to the public, so the User may not be able to access them for the purpose of processing the return or claim. In these cases, the User should contact Last’s customer service department, through the channels present on the Platform, in order to obtain the necessary help and support. Notwithstanding the foregoing, in the specific case of orders placed on the Platform through the product drop-down, the Customer must contact Last directly.

In the event that the User wants to process the return of a product for not conforming to what has been requested through the platform, the User must provide a photograph of the total order along with a list of the incorrect or undelivered products, as well as other evidence demonstrating the unsuitability of the requested product. The Customer shall check the products delivered by the Agent at the delivery address before signing and ratifying the mandate. By signing, the Client confirms and ratifies the mandate, the face-to-face purchase or service performed on his behalf. The Customer also declares that a third party may ratify the mandate on its behalf, for example in cases where the Customer is not at the final delivery address or has designated a third party for collection and signature. Thus, it is the Client’s and/or said third party’s responsibility to verify the adequacy of the service, as well as, if necessary, to gather sufficient evidence to justify the contrary.

In any case, it will be up to the merchant to determine in each case the appropriateness of the return so that, in case of dispute, the Customer must inform Last through the means provided by Last for this purpose.

Incidents or cancellation

In the event that the Customer is not at the place designated for delivery, the Agent shall keep the product for 24 hours, or 5 minutes in the case of perishable products. In addition, the Customer shall bear 100% of the cost of the basic delivery service, as well as the price of the product in the event that one has been purchased or contracted through the Agent on behalf of the Customer, and shall pay again for another service in order to receive the undelivered products. The Agent shall in no case be responsible for the deterioration or expiration of the product that is the object of the order.

Subsequent cancellation of the service by the user, when there has already been confirmation of preparation of the order by the local retailer and the same has been communicated to the User, will entitle Last to charge the Customer the corresponding fee. Likewise, in the event that the User has requested the Mandatary to purchase a product on his behalf, if the Customer cancels the order when the purchase has already been made, he shall bear the costs of the shipping services provided by the Mandatary, as well as the cost of the product. This is without prejudice to the Customer’s right to request a new service for the purpose of returning the products purchased, or to have them delivered to another address.

In the case of non-perishable products, the User may exercise his right of withdrawal with the retailer who sold him the products. If you wish to exercise this right through Last, you must contract the new service.

This Return Policy document was created on 04/1/2024.

If you enjoyed reading our Return Policy you may also be interested in reading our Legal Notice.

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