Once the User has received the products subject to the Purchase, he/she must check whether these correspond to the products selected and ordered by the User at the time of making the Purchase and, if not, that is, in the event that the products do not correspond to those selected and ordered by the User at the time of making the Purchase, he/she may choose to (i) request a reversal of the payment in accordance with the provisions of these Terms; or (ii) request the return and exchange of the product for the reference selected by the User at the time of making the Purchase, or (iii) request the products that have not been effectively delivered by LOK and that have been purchased by the User at the time of making the Purchase.

In order to make effective any of the powers provided for in numerals (ii) and (iii) above, the User must request LÖK to exchange the product for the reference selected by the User at the time of making the Purchase or to deliver the missing units according to the quantities of the products selected by the User at the time of making the Purchase, as the case may be, for which he/she must send a communication by email to the address info.us@lokfoods.com within the business day immediately following the date of delivery of the Purchase to the User. Once the aforementioned communication has been received, LÖK FOODS will have a period of five (5) business days or the days depending on the city of delivery, to deliver the missing products to the User, or to replace the product, as the case may be, on the understanding that, in the last of the aforementioned events, the User must deliver to LOK the product on which the problem occurred. The costs of this delivery will be assumed by LÖK FOODS, and LÖK may make available a coupon to make a new purchase at https://lokfoodsus.com/ (Valid for one (1) month from the date of creation). The coupon to make a new purchase at https://lokfoodsus.com/ will be sent approximately 3 business days after receiving the product in the warehouse or LÖK FOODS will also evaluate the refund of the money. (Only for returns associated with product quality). Depending on the payment method used for the purchase, the refund will be made through an electronic transfer to a Mercado Pago account or to your credit card.

The refund to a credit card may take up to 30 business days, this time is estimated and is subject to the internal process of the bank issuing the card. LÖK will not be responsible for deductions or withholdings of money for services that the financial institution may apply.

For both PSE payments or smart payment platforms or payment platforms, or for cash payments, the refund will be made to a virtual Mercado Pago account associated with the email with which the purchase was made. Once the transaction is made, the user will be able to transfer the funds to their bank account at no cost.

In the event that the product does not meet the conditions to accept the return, we will inform you by email of the reason why the exchange and/or guarantee does not apply and the product will be returned to the initial shipping address.

Force Majeure: LÖK will make its best effort to comply with its obligations arising from the Purchases made by Users through the Portal. However, it will not be responsible for delays, non-compliance or other anomalies, if the delay, non-compliance or anomaly is due to force majeure or fortuitous event, including, but not limited to, adverse weather events, traffic accidents, among others.