Product Returns
In the event that the Customer wishes to proceed with the return of a product or wishes to make a claim regarding the performance of a service, regardless of the fact that Last, as an intermediary, handles the management of the process, the final responsibility will always rest with 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 store's return policy.
Certain establishments may not have spaces open to the public, meaning the User may not be able to access them to process the return or claim. In such cases, the User should contact Last's customer service through the channels available on the Platform in order to receive the necessary help and support. Notwithstanding the above, in the specific case of orders placed on the Platform through the product dropdown, the Customer should contact Last directly.
In the case that the User wishes to return a product because it does not match what was requested through the platform, the User must provide a photo of the entire order along with a list of incorrect or undelivered products, as well as other evidence demonstrating the discrepancy with the requested product. The Customer must check 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, the in-person purchase, or service performed on their behalf. The Customer also acknowledges that a third party may ratify the mandate on their behalf, for instance, in cases where the Customer is not at the final delivery address or has designated a third party to collect and sign for the order. Thus, it is the responsibility of the Customer and/or said third party to verify the adequacy of the service and, if necessary, 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 should notify Last through the means provided by Last for this purpose.
Issues or Withdrawal
In cases where the Customer is not present at the designated delivery location, the Agent will retain the product for 24 hours, or 5 minutes in the case of perishable products. Additionally, the Customer must bear 100% of the basic delivery service cost, as well as the price of the product if it was purchased or contracted through the Agent on behalf of the Customer, and will need to pay for another service to receive the undelivered products. The Agent will not be responsible for the deterioration or expiration of the product in question.
If the User cancels the service after the local store has confirmed the order preparation and this has been communicated to the User, Last will be entitled to charge the corresponding fee. Similarly, if the User requested the Agent to purchase a product on their behalf, and the Customer cancels the order when the purchase has already been made, they will bear the costs of the delivery services carried out 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 have them delivered to another address.
For non-perishable products, the User may exercise their right of withdrawal with the store that sold the products. If they wish to exercise this right through Last, they must contract a new service.