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, without prejudice to Last acting as an intermediary in managing the process, the final responsibility will always lie with the store where the purchase was made. In the case of a refund of the purchase amount to the Customer, the store will have the authority to decide the method of return (cash, credit card, store voucher, etc.), regardless of whether Last, on behalf of the local store, proceeds with the return. Therefore, the return of a product purchased by the Agent under the mandate conferred by the Customer will, in any case, be subject to the store’s return policy.

Certain establishments may not have public access areas, which means that the User would not be able to access them to process the return or claim. In these cases, the User should contact Last’s customer service through the channels available on the Platform to receive the necessary assistance and support. However, in the specific case of orders placed on the Platform through the product dropdown, the Customer must contact Last directly.

If the User wishes to process the return of a product because it does not meet what was requested through the platform, the User must provide a photograph of the entire order along with a list of incorrect or undelivered products, as well as other evidence demonstrating the mismatch of the requested product. The Customer should check the products delivered by the Agent at the delivery address before signing and confirming the mandate. By signing, the Customer confirms and ratifies the mandate, the in-person purchase, or the service carried out on their behalf. Additionally, the Customer declares that a third party may confirm the mandate on their behalf, for example, in cases where the Customer is not at the final delivery address or has designated a third party for the pickup and signing. 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 justify the contrary.

In any case, it is the store’s prerogative to determine the eligibility of the return in each case, so in case of dispute, the Customer should inform Last through the means provided by Last for this purpose.

Incidents or Withdrawal

In cases where the Customer is not present at the specified 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 cost of the basic errand service, as well as the price of the product if one was purchased or contracted through the Agent on behalf of the Customer, and will have to pay for another service to receive the undelivered products. The Agent will not be responsible for any deterioration or expiration of the product subject to the errand.

If the user cancels the service after the local store has confirmed the preparation of the order and the confirmation has been communicated to the User, Last will have the right to charge the Customer the applicable fee. Furthermore, if the User has 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 product cost. This is without prejudice to the Customer’s ability to request a new service to return the purchased products or 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 arrange for the new service.