Shipping and Returns

1. PRODUCT DELIVERY

THE COMPANY undertakes to deliver the product in perfect condition to the address specified by the USER in the order form, which must be within the Territory. To optimize delivery, we appreciate it if the USER provides an address where the order can be delivered during regular business hours.

THE COMPANY will not be responsible for errors in delivery if the delivery address entered by the USER in the order form does not match reality or has been omitted.

THE COMPANY informs the USER that it is possible for a single order to be split into multiple deliveries.

2. DELIVERY TIMEFRAME

Shipments will be made through a courier company. The order placed by you will be delivered within a maximum period of five (8) business days from the confirmation of the order payment, applicable only to capital and intermediate cities. For rural and low-coverage areas, delivery will be made according to the transit conditions set by the courier company.

Generally, for credit card payments in national sales, it will be dispatched on the next business day after the sale, and for credit cards issued abroad, the time will be two business days.

These timeframes are approximate and therefore an estimate. Hence, they may vary for logistical or force majeure reasons. In case of delays in deliveries, THE COMPANY will inform its USERS as soon as it becomes aware of them. Each delivery is considered made from the moment the transport company makes the product available to the USER, as evidenced by the control system used by the transport company. Delays in delivery will not be considered in cases where the order has been made available to the USER by the transport company within the agreed-upon timeframe and cannot be delivered due to reasons attributable to the USER.

Once the order leaves our stores, you will receive an email notifying that your order has been accepted and is being shipped. For security reasons, THE COMPANY will not send any orders to P.O. boxes or military bases, nor accept any orders when it is not possible to identify the recipient of the order and their address.

III. DELIVERY DATA, UNDELIVERED ORDERS, AND LOSS

If the USER is absent at the time of delivery, the carrier will leave a notice indicating how to proceed for a new delivery. THE COMPANY contracts, as part of the courier delivery service, a series of tracking actions aimed at ensuring that delivery takes place.

If, after 24 business hours from the dispatch of the order, the delivery has not been arranged, the USER must contact THE COMPANY. If the USER fails to do so, after 36 business hours from the dispatch of the order, it will be returned to our warehouses, and the USER must bear the shipping and return costs of the merchandise, as well as any associated management expenses.

3. DILIGENCE IN DELIVERY

The USER must check the good condition of the package with the carrier who, on behalf of THE COMPANY, delivers the requested product, indicating any anomalies that may be detected in the packaging on the delivery note.

If, subsequently, after checking the product, the USER detects any issues such as damage, breakage, signs of being opened, or any damage caused during shipping, the USER agrees to report it to THE COMPANY via email as soon as possible, within the next 24 hours from delivery. After that time, no incidents of this type will be addressed (only warranty-related issues).

4. RETURN PROCEDURE

All products purchased from THE COMPANY can be returned and refunded, provided that the USER notifies THE COMPANY of their intention to return the product(s) within a maximum period of 3 business days from the delivery date, and the rest of the conditions established in this section are met.

The product must be in the same condition as it was delivered and must retain its original packaging, labeling, and stamp (including intact shrink-wraps of any kind, such as brands, stickers, seals, etc., without any alteration). The shipment must be made using the same box in which it was received to protect the product so that it arrives at THE COMPANY's warehouse with the highest possible guarantees. A copy of the delivery note must be included in the package, indicating the returned products and the reason for the return. To facilitate the return process for USERS and to track it correctly, THE COMPANY establishes the return procedure. If the reason for the return is attributable to THE COMPANY (the product is defective, not what was ordered, etc.), the refund amount will also be reimbursed to the USER. If the reason is different, the cost of return expenses will be borne by the USER. To proceed with a return, the following steps must be followed:

Notify within 3 calendar days from its receipt that the product is to be returned. The information can be sent via email to hola@creaycocina.com. In the case of defective products, the USER must provide photographic evidence for these cases. THE COMPANY will inform the USER of the address to which the product should be sent or delivered.

5. REFUNDS TO THE USER

The return of products will result in a refund equal to the cost of the returned products. Only in the case that the delivered product is defective or incorrect, THE COMPANY will also reimburse the USER for the corresponding shipping costs. The USER must provide photographic evidence for these cases. Partial returns and cancellations will result in partial refunds.

THE COMPANY will process the return order under the same system used for payment within 3 business days from the confirmation of the arrival of the returned order at the warehouse.

No cash refunds will be made for the value of the products; the customer can redeem the refund for other products in the store. Refunds for shipments will be made in cash only to the personal account of the cardholder, after a banking certification process.

The refund of money from product returns will have a maximum period of 3 months to be used; otherwise, the customer will lose the right to use it after this time.

These times are also conditioned by the validation of the order by PCI; therefore, the controls exercised by PCI in the terms of the above paragraph may extend the specified times. The indicated times include both the delivery of products to the domicile, the preparation and dispatch of orders, and the delivery of products to the USER by the transporter used.