RETURN POLICY

At Finca Carrizal, we value the satisfaction of our customers. If for any reason you are not satisfied with your order, we detail our return and refund policies below to provide you with a transparent and efficient experience. You can read more about them in the Terms and Conditions of Use.

These clauses govern the terms and conditions pertaining to the approval of return requests by Tropinatura de Costa Rica Sociedad Anónima, subsequently referred to as “THE COMPANY,” with its online presence at www.fincacarrizal.com.

I. CONDITIONS FOR RETURNS

Returned products must be in their original, unopened condition, preserving their initial sealed packaging, along with all accompanying labels and accessories. THE COMPANY retains the right to inspect and assess the condition of returned products before initiating any refund or exchange.

II. RETURN OPTIONS

A) Return at our stores:

The customer must present the product with labels and in its original, closed, and perfect condition, along with the online purchase receipt. Our staff will inspect the product, and if applicable, the customer can choose between:

• The same item (subject to availability).
• A different item of the same value.
• A credit voucher for the merchandise value valid for 30 days.
• A refund for the product amount. 

 B) Home return:

The customer must contact our customer service team via [email protected]. We will coordinate the package collection with the courier. Once the product is received and its condition verified, if applicable, the customer can choose from the options mentioned above:

• The same item (subject to availability).
• A different item of the same value.
• A credit voucher for the merchandise value valid for 30 days.
• A refund for the product amount.

III. MONEY REFUND (Visa, Mastercard, American Express, Bank Transfer, and SINPE Móvil):

Once the complaint about the product is evaluated, and if applicable, if the customer opts for a full refund, it will be made through the same payment method used when placing the order (credit card, bank transfer, or SINPE Móvil). Depending on the selected payment method, the refund credit may be reflected in the customer’s 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 policies and procedures of the banking institution and not the COMPANY. After the COMPANY has completed the refund to the USER, it is crucial to highlight that the responsibility for ensuring the receipt of the funds by the USER lies exclusively with the banking institution. The COMPANY assumes no additional responsibility once the refund process is completed.

IV. NON-RETURNABLE ITEMS

No changes or returns of gift cards or items that have been used, opened, altered, or damaged, or that do not have their original tags and packaging, will be accepted, following our return policy. Additionally, items that have exceeded their expiration date will not be accepted.

V. APPROVAL AND MODIFICATION

Every return request is subject to the express approval of The COMPANY. The COMPANY reserves the right to assess each return request individually and discretely. The approval of a return does not imply the automatic acceptance of future requests under similar conditions.

The COMPANY reserves the right to modify the return policies at any time. Policy changes may be implemented without prior notice to users. Policy modifications aim to improve operational efficiency, adapt to market dynamics, and ensure an optimal user experience. The USER acknowledges and accepts that it is their sole responsibility to periodically review the return 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 return policies, feel free to contact us at [email protected]. We are here to assist you.