CANCELATION POLICY

These clauses regulate the terms and conditions for the approval of cancellation requests by Tropinatura de Costa Rica Sociedad Anónima, hereinafter referred to as “THE COMPANY,” whose presence is on the website www.fincacarrizal.com.

I. CANCELLATION REQUEST

The customer has the right to request the cancellation of their order within the first 24 hours after making the purchase. Cancellation requests must be sent through our customer service email [email protected]. The cancellation email must detail the specific order information to be canceled, including the order number, items, and the customer’s full name for proper evaluation of the order.

II. CONDITIONS FOR CANCELLATION

Cancellation requests will only be accepted before the order has been processed and shipped. This means that if your order status is “Processed” or “Shipped,” unfortunately, we cannot cancel it.

Cancellations will not be accepted for customized or made-to-order products after production has begun. Once production has started, customized products enter a critical phase of the process and, therefore, cannot be canceled.

III. CHANGES AFTER SHIPPING

Once the order has been shipped, cancellations cannot be made. The “Return Policies” will apply instead, which can be found on the WEBSITE or the USER can inquire by writing to [email protected]. The customer has the option to return the product following the established return policies.

IV. CUSTOMIZED PRODUCTS

Customized products are not eligible for cancellation after production has started. Customers are advised to carefully review the details of customized products before confirming the purchase.

V. CONFIRMATION OF CANCELLATION

After the customer has requested the cancellation of the order, a notification will be sent by email confirming the receipt of the request. Our team will proceed to evaluate the cancellation request. If the order meets the conditions for cancellation, the corresponding process will proceed.

If the cancellation is approved, the customer will receive an email notification confirming the cancellation of the order. This notification will include details about the refund process and estimated timelines. The refund will be processed using the same payment method used for the original purchase.

It is the customer’s responsibility to check the email inbox provided during the purchase, including the spam folder, to receive updates on the cancellation status and refund process. If the cancellation notification is not received within the specified period, or if there are any concerns, the customer can contact our customer service team at [email protected] for additional information.

Our customer service team is available to provide assistance and answer any questions related to the cancellation and refund process. We are committed to offering transparent and efficient service.

VI. REFUND

In the case of an accepted cancellation, the refund will be made using the same payment method used when placing the order, either credit or debit card, bank transfer, or SINPE Móvil. Depending on the selected payment method, the refund’s accreditation may be reflected in the customer’s account statement within an estimated period of up to 30 business days from the processing date. It is essential to note that the exact refund processing time is subject to the bank’s policy and procedures, not THE COMPANY’s. After THE COMPANY has completed the refund to the USER, it is crucial to highlight that the responsibility for ensuring the funds’ reception rests solely with the bank. THE COMPANY assumes no additional responsibility once the refund process is completed.

VII. CHANGES IN POLICIES

THE COMPANY reserves the right to modify the cancellation policies at any time. Changes in policies may be implemented without prior notice to users. Modifications to policies are intended to improve operational efficiency, adapt to market dynamics, and ensure an optimal user experience. The USER acknowledges and accepts that it is their responsibility to periodically review the cancellation policies to stay informed about any modifications to the WEBSITE.

At Finca Carrizal, we strive to provide exceptional customer service. If you have any questions or concerns about our cancellation policies, feel free to contact us at [email protected]. We are here to assist you.