Return/Exchange Policy

  • Return.

If you wish to return the purchased product, you may do so within the indicated period, you may return the merchandise to us in our LACOUR store or by delivering it to a courier/courier that we will send to your home address. You must return the goods in the same package in which you received them. You must contact us through our email with subject “return request”, so that we can organize the search. Please note that if you decide to return the items to us for exchange due to a condition beyond Grupo Lacour, C.A.’s control, we will be authorized to charge you for any expenses we may incur.

If you have any questions, you can contact us through our email or by calling +58 4243060437.

Please return the item using and including its original packaging, invoice and sales receipt.

In case of a return caused by a failure of Grupo Lacour, C.A. After examining the item we will inform you if the refund of the costs incurred is appropriate. And the same will be made as soon as possible and, in any case, within 15 working days from receipt of the return.

We will not proceed with the exchange or return of those products that are not in the same conditions in which you received them, or that have been used beyond the mere opening of the product.

  • Returns of defective products.

In cases where you consider that at the time of delivery the product does not conform to what was stipulated in the purchase, you should contact us immediately via our email providing the product data, as well as the damage it or by calling +58 4243060437 where we will tell you how to proceed.

The product can be returned to our LACOUR store or delivered to your home address by a courier that we will send.

We will proceed to carefully examine the returned product and will inform you by email within a maximum period of 15 working days, if it is necessary to replace it.

The replacement of the item will be made as soon as possible and within 15 working days from the date on which we send you an e-mail confirming the replacement of the non-conforming product.

The rights recognized by the legislation in force remain unaffected.

Privacy and data protection policy.

The information collected by this site will be for internal and exclusive use of for the improvement of your user experience and you give your authorization and consent to make use of it for internal purposes without compromising its integrity, we do not record demographic or personal data other than those provided in the user registration data when making a purchase.

If this site is to be used and / or observed by children or adolescents, they must enter and make use of it under the custody and presence of their parents, representative or supervision of an adult. The mere use of this site implies compliance with this provision. In this sense, we are not responsible for the comments made by users and/or their evaluations made on the LACOUR stores site.

In order for your browsing experience to be optimal and for you to enjoy the services we offer, it is essential that the information you provide on is true, accurate, correct and your property. In this way, it is your obligation to keep them updated so that they correspond to reality at all times. Any false or inaccurate statement that occurs as a result of the information and data provided, as well as the damages that such information may cause, will be your direct responsibility. In the event that the information provided is false, incomplete, inaccurate or not updated, Grupo Lacour C.A. reserves the right to terminate the contracted services or any other contract that may have been signed.

  • Registration and user account.

The account created on the site is for the exclusive use of the virtual store and the information provided therein will be used for commercial purposes to improve your experience and provide the technical support you need. By registering as a user and providing your data you agree to accept the terms and conditions related to the medium and its use of purchase, allowing Grupo Lacour, C.A. to make use of the personal identification provided or obtained through the use and visit of the website.

It is understood by personal identification, your name, ID number, address, telephone, e-mail, home location data, use and visit of the website, browsing history, buying habits, among other data. By accepting these terms and conditions you authorize us to process the personal data you provide when creating your account, buying our products and/or using our services, through any of our communication or sales channels, both face-to-face and remote, for the following purposes:

  1. to process your purchase, deliver products and services, process payments, maintain and update our records and your account.
  2. To send you messages with product and service recommendations that are relevant to you.
  3. To fulfill the terms of a promotion.
  4. To identify you when you log on to this site, make purchases or requests, or participate in forums or the like.
  5. Any other use authorized by current legislation.

Grupo Lacour, C.A. declares its commitment to comply with data protection as established in the Special Law Against Computer Crimes subscribed in articles 20, 21 and 22.

In the process of data collection, you will be informed what data you have to provide on a mandatory basis; in this sense, by providing your data, you authorize access to such information by Grupo Lacour, C.A. and its inclusion in a database, also authorizing the use of such database to send commercial information of Grupo Lacour, C.A. or third parties, make analysis to improve your shopping experience through specialized suppliers, as well as any commercial purpose that is not prohibited by the authorities or legislation. Grupo Lacour, C.A. is responsible for the processing of the data you provide.

Shipping or product pick up policies.

Generally, for home delivery of your purchases will be made by a shipping company, you must satisfy an additional amount for shipping; the price will be informed at the time of purchase and you agree to pay it at the time of closing the action. It is necessary that you provide an exact address for shipping, with details and reference point; does not assume responsibility for products not delivered by addresses that are not clear or are inaccurate. In the event that, at the time of delivery of your order, the location is not found, is not open or no one receives the product, any new shipment will be invoiced and must be paid by the user. All these conditions and/or costs are subject to change, so we suggest you constantly check these terms and conditions to verify the most updated ones. For purchases under the modality “Customer Collects” (customer picks up in store), the products will be stored for a maximum of 30 continuous days after the purchase in the LACOUR store; after this period of time we will coordinate the refund with the customer under the method that applies according to the type of payment used at the time of purchase.

When for reasons beyond our reach we are unable to deliver the product, you will be notified by email or telephone, explaining the impossibility of accessing the place of delivery and the steps you must follow so that we can coordinate the delivery of the product in the nearest store.

When the delivery of your purchase is made at the address you have indicated, the person who receives it will be asked for his/her identity document and his/her name, ID number and signature of receipt will be noted. Delivery time cannot be guaranteed in case of situations beyond the carrier’s control. The delivery of the merchandise is made at the foot of the truck. Also, the document with which the payment of the purchase order was made may be requested in order to validate the authenticity of the same.

The service of delivery to your home, includes the zones or areas specified in the drop-down list at the moment of contracting this service, available when you make your purchase and its prices vary depending on the place where the delivery is made and this amount will be reflected in the respective invoice.

Payments made for shipping services are not subject to refund.

The “Customer Withdraws” modality, on the other hand, refers to the fact that, when contracting the purchase, you choose to pick up the merchandise at the physical Store you have chosen to make your purchase(s).