Welcome from the General Management

Thank you for shopping at Super Kosher Costa Rica. Behind every order there is a team that checks dates, protects the cold chain, verifies the kosher certification of each product and packs with your family's table in mind. That is the reason we exist, and it is also the reason we wrote this document.

Returns regulations are usually drafted to protect the business. We wrote these with a different intention: so that you know exactly what to expect from us, within what time limits, subject to what requirements, and whom to turn to if something goes wrong. We prefer to say it clearly from the start, rather than have you find it out at the moment a problem arises.

That is why you will find three things here at the same time. First, the conditions for purchasing online and in our supermarkets, explained in the order in which they happen in real life: you search, you choose, you pay, you receive and you check. Second, the complete regulations on returns, exchanges, the right of withdrawal, warranties and claims, with the specific requirements —presenting the invoice or receipt, presenting the product, and having your purchase registered on our platform— and the exact time limits for each remedy. And third, the list of your rights as a consumer in Costa Rica, including those you may exercise even when we disagree.

We adopt one rule that runs through the entire document: Costa Rican law is the floor and not the ceiling of what we do. Where Law No. 7472 (Ley de Promoción de la Competencia y Defensa Efectiva del Consumidor) and its Regulations grant you a right, that right is respected even if this document had said otherwise. Where we offer something better than the law, we say so explicitly so that you can demand it.

Part I — Foundation and commitment

1. Purpose of the document

1.1 This document establishes the conditions under which Super Kosher Costa Rica sells products and provides services to the consumer, both through its electronic commerce platform koshercostarica.com and in person at its supermarkets and convenience stores, and regulates in a unified manner the procedures for returns, exchanges, the right of withdrawal, warranties, missing items, refunds and claims.

1.2 The document pursues four specific purposes:

• To inform the consumer in advance, clearly and completely about the terms and conditions of the transaction, including the conditions, time limit, procedures and exceptions of the right of withdrawal, as required by article 186 of Executive Decree No. 37899-MEIC.
• To unify in a single instrument what was previously scattered among the general terms and conditions, store practices and customer service criteria, avoiding contradictions between channels.
• To establish a uniform and verifiable procedure so that any employee of the Company resolves the same case in the same way, regardless of the point of sale, the shift or the person attending.
• To place on public record the service standard that the Company imposes upon itself, so that the consumer may demand it.

1.3 This document integrates and harmonizes two internal inputs: the previously effective Contrato de Comercio y Servicios Electrónicos and the internal legal analysis that reviewed that contract in light of Costa Rican regulations. The observations of that analysis were expressly incorporated into sections 9, 13, 16, 20, 24, 27, 31 and 33.

2. Scope and field of application

2.1 This document applies to every purchase made:

Channel	Coverage of the document
Electronic commerce platform koshercostarica.com and associated applications	In full, in all its parts
Super Kosher Costa Rica supermarkets and convenience stores	In full, except for the provisions exclusive to electronic commerce that are expressly identified as such
Orders placed by telephone, e-mail or authorized instant messaging that are concluded and invoiced by the Company	In full, with the distance selling rules of Part II
Purchases made on third-party marketplace platforms	Only with respect to the legal warranty of the product; the conditions of purchase, payment, delivery and withdrawal are governed by the rules of the platform on which the purchase was made

2.2 This document applies exclusively within the territory of the Republic of Costa Rica and to consumers within the meaning of article 2 of Law No. 7472, that is, those who acquire goods or services for their final private consumption or use. Purchases made in order to incorporate the good into an activity of production, transformation, marketing or provision of services to third parties are governed by the corresponding commercial contract and by the Commercial Code, and not by the consumer protection regime.

2.3 Super Kosher Costa Rica is the trade name of the economic group made up of koshercostarica.com, Group Osher K and Super Kosher Costa Rica. The legal entity responsible before the consumer is Group Osher K Import Costa Rica S.A., corporate ID number 3-101-847106, with registered address in San José, Central, Pavas, María Auxiliadora, Complejo Bodegas MorePark, Bodega 45.

3. Applicable regulatory framework

3.1 The conditions of this document are formulated in accordance with the following Costa Rican legal framework:

Rule	Matter it contributes to this document
Political Constitution, articles 24, 33, 41, 46 and 50	Privacy and secrecy of communications; equality before the law; access to justice; defense of the consumer's economic interests; healthy environment
Law No. 7472 (Ley de Promoción de la Competencia y Defensa Efectiva del Consumidor)	Consumer rights; truthful information; advertising; right of withdrawal (article 40); promotions and offers (article 41); warranty (article 43)
Executive Decree No. 37899-MEIC, Regulations to Law No. 7472	Warranties (articles 47 to 53); off-premises sales and right of withdrawal (articles 70 to 77); electronic commerce (articles 181 to 195); requirements of the complaint (article 160)
Law No. 8454 (Ley de Certificados, Firmas Digitales y Documentos Electrónicos)	Validity of consent and of electronic contracting
Law No. 8968 (Ley de Protección de la Persona frente al Tratamiento de sus Datos Personales)	Processing, retention and rights of access, rectification, cancellation and objection
Civil Code, articles 701 and 1008	Liability for damages and losses; forms of expression of consent
Commercial Code, article 465	Default performance period when no delivery time was reported
Law No. 9635 and Value Added Tax regulations; electronic receipt regulations of the Ministerio de Hacienda	Applicable taxes; issuance of electronic invoices and receipts
Regulations to the Ley General de Salud on food matters and food safety regulations	Handling, preservation and disposal of food subject to return

3.2 Where this document grants the consumer a condition more favorable than the rule, the condition of this document prevails. Where a rule grants the consumer a condition more favorable than this document, the rule prevails, without the need for a prior claim and without the Company being able to invoke against the consumer any clause of this document.

3.3 The provisions that this document expressly identifies as internal practice of the Company do not derive from a specific legal obligation: they are standards that Super Kosher Costa Rica imposes upon itself and that may be reviewed in future versions, provided that the review does not reduce any legal right of the consumer.

4. Definitions

For the purposes of this document, the following terms have the meaning indicated:

Term	Definition
Order picking	Service of selecting, weighing and packing the requested products, carried out at a point of sale or picking center of the Company.
Coverage area	Geographic zone within the Republic of Costa Rica in which the Company provides the home delivery service, defined by operational, distance, road safety and cold chain preservation criteria, and published on the Company's platforms.
Exchange	Replacement of a product with another identical one, in proper condition.
Customer or consumer	Natural or legal person who acquires products or services from the Company for their final private consumption or use.
Electronic receipt	Electronic invoice or electronic receipt issued by the Company and transmitted to the Ministerio de Hacienda through the official platform in force —currently TRIBU-CR— and sent to the consumer in PDF and XML format.
Return	Delivery of the purchased product to the Company in order to obtain its replacement, a credit note or a refund of the price paid, for reasons of non-conformity of the product.
Company	Group Osher K Import Costa Rica S.A., operating under the trade name Super Kosher Costa Rica®.
Delivery	Transport and making available of the order at the address indicated by the consumer, within the coverage area and national territory.
Delivery person	Employee of the Company, or of a third party contracted by it, in charge of delivering the order.
Missing item	Product paid for that was not included in the delivery or that was excluded during picking due to unavailability.
Legal warranty	Minimum warranty of thirty business days counted from the delivery of the good, pursuant to article 43 of Law No. 7472 and article 47 of Executive Decree No. 37899-MEIC.
Shelf	Product display space, physical at the point of sale or virtual on the platform.
Credit note	Document issued by the Company evidencing a balance in favor of the consumer, applicable to a subsequent purchase.
Payment gateway	Service that authorizes and processes the platform's electronic payments.
Order	Set of products and services requested by the consumer on the platform.
Conclusion	Moment at which the contract is formed, in accordance with section 8.
Platform	Website koshercostarica.com, its subdomains, mobile applications and any other digital medium that the Company enables for sales.
Perishable product	Product that, by its composition and characteristics, is liable to deteriorate rapidly as a result of temperature, humidity, time or handling.
Refund	Restitution of the money paid, by the same means used for payment.
Withdrawal	Right of the consumer to rescind the contract without liability, within the time limit and subject to the exceptions of sections 24 and 25.
Cash register receipt	Receipt issued by the point-of-sale registers, with tax effects when personalized.
Electronic receipt (tiquete)	Electronic receipt issued when the consumer does not provide valid identification for an electronic invoice.

5. Service principles and consumer rights

5.1 The Company recognizes and respects, without any prior condition, the rights that article 32 of Law No. 7472 grants to the consumer, in particular:

• The protection of their health, their safety and their environment.
• The protection of their economic and social interests.
• Access to truthful, sufficient, clear and timely information about the product, its price, its content, its weight, its ingredients and its kosher certification.
• Education on the proper consumption of goods.
• Administrative and judicial protection against misleading advertising, abusive practices and abusive clauses.
• The right to receive support from the State in order to pursue their claims.

5.2 The Company further adopts the following service principles as internal practice:

5.3 The consumer, in turn, assumes the following duties: to provide truthful and up-to-date information; to keep their proof of purchase; to present the product subject to the procedure; to use the official channels of section 30; and to treat the Company's staff and the other persons present at the point of sale with respect.

Part II — Online purchases at koshercostarica.com

6. Registration and platform account

6.1 Mandatory registration. In order to purchase online, it is essential that the consumer register on the Super Kosher Costa Rica platform and maintain an active account. Registration consists, as a minimum, of full name, valid identification number in Costa Rica —cédula de identidad, DIMEX or NITE—, e-mail address, telephone number and delivery address.

6.2 Purpose of registration. Registration is not an administrative formality: it is the mechanism that allows the Company to issue the correct electronic receipt, to link each return, exchange, withdrawal or warranty procedure to a verifiable purchase, and to refund by the same means of payment used. Without a registered and traceable purchase on the platform, the Company cannot process electronic refunds.

6.3 In-person purchases and registration. For in-person purchases, registration on the platform is not mandatory. In that case, the return, exchange, withdrawal or warranty procedure is evidenced with the cash register receipt or the corresponding electronic receipt. The Company recommends requesting a personalized invoice with the identification number, because this makes it easier to locate the purchase if the receipt is lost.

6.4 Credentials and electronic signature. Access to the platform is carried out through a username linked to the consumer's identification number and e-mail address, together with a password defined by the consumer. These credentials constitute a non-certified electronic signature within the meaning of Law No. 8454 and its Regulations, and their use is deemed valid for concluding purchases.

6.5 Safekeeping. The safekeeping of the username and password is the exclusive responsibility of the consumer, who must not share them with third parties. Every transaction carried out with those credentials is deemed valid, unless the consumer has previously reported their theft or unauthorized use through any of the channels of section 30. The report is handled immediately and the account is blocked as a precaution.

6.6 Third-party authentication. The platform may enable login through the credentials of other services. In that case, the consumer must review and accept the privacy conditions of the authentication service they choose.

6.7 Accuracy of data. The consumer must supply exact, real and up-to-date data. If the Company detects false information or identity theft in the registration or payment process, it may suspend the account, upon prior reasoned notice to the registered e-mail address, and retain the corresponding evidence.

6.8 Own means of payment. Electronic purchases are personalized: the credit or debit card used must belong to the person making the purchase or have their verifiable authorization. This rule protects both the cardholder and the Company against fraud.

7. Pre-purchase information

7.1 Before the consumer confirms the order, the platform makes available to them, accessibly at any stage of the operation and in Spanish, the information required by article 186 of Executive Decree No. 37899-MEIC:

Information	Where it is found
Identity, corporate ID and address of the Company	Section 2.3 of this document and footer of the website
Characteristics, weight, content, ingredients, allergens and kosher certification of the product	Product page for each item on the platform
Total price, taxes included, and cost of picking and delivery	Product page and cart summary before payment
Payment, delivery and performance procedures	Sections 10 to 17 of this document
Delivery date or window	Delivery window selection before payment
Conditions, time limit, procedure and exceptions of the right of withdrawal	Sections 24 and 25 of this document
Reminder of the legal warranty and conditions for enforcing it	Section 27 of this document
Claims handling system and contact details	Sections 30 to 32 of this document
Duration of the contract	The purchase is of instantaneous performance; it does not generate subscriptions or automatic renewals, unless the consumer expressly contracts a periodic service

7.2 This document is kept published permanently, free of charge, accessibly and in downloadable form at koshercostarica.com, in a format that allows it to be stored digitally and printed.

8. Formation of the order and conclusion of the contract

8.1 A visit creates no obligation. The mere visit to the platform or the addition of products to the cart imposes no obligation on the consumer, pursuant to article 190 of Executive Decree No. 37899-MEIC.

8.2 Requirements of consent. The consumer's consent is deemed to be formed only when:

1. They have had prior access to the general conditions of the contract, expressed in clear, understandable and unequivocal terms.
2. They have expressly accepted those conditions.
3. They have had the possibility of storing them digitally or printing them.

8.3 Moment of conclusion. The contract is concluded at the moment when the consumer accepts the contents of the cart, accepts the conditions and authorizes payment through the gateway, and the Company receives that acceptance. Confirmation is communicated by e-mail.

8.4 Place of execution. In accordance with article 190 of Executive Decree No. 37899-MEIC, the contract is deemed to be executed at the consumer's domicile.

8.5 Ratification with each purchase. The consumer ratifies their acceptance of these conditions each time they place an order on the platform and each time they make an in-person purchase at the Company's points of sale.

8.6 Cancellation before picking. The consumer may cancel their order at no cost as long as it has not entered the picking process, by communicating this through the channels of section 30. Once picking has begun, cancellation is governed by the withdrawal rules of section 24, which subsist in every case as a legal right.

9. Electronic receipt and invoicing

9.1 Once the contract has been concluded, the Company is obliged to send the consumer a complete, accurate and durable receipt of the transaction, pursuant to article 191 of Executive Decree No. 37899-MEIC. The receipt is sent by e-mail to the registered address.

9.2 Tax platform in force. The Company's electronic receipts are issued and transmitted to the Ministerio de Hacienda through the official platform in force, TRIBU-CR, which replaced the previously used platform. Each receipt consists of two versions: a graphic representation in PDF, which the consumer recognizes as their invoice, and an XML file, which is the one validated by the Tax Administration.

9.3 Types of receipt. The Company issues an electronic invoice when the consumer provides valid identification —cédula de identidad, DIMEX or NITE—. It issues an electronic receipt (tiquete) when the consumer does not provide those details or does not have identification authorized for an electronic invoice.

9.4 Itemized costs. The receipt details the price of each product, the applicable taxes and, separately, the cost of the picking service and the cost of delivery.

9.5 Retention. The Company retains the electronic backup of each receipt and may reissue the graphic representation at the consumer's request, at no cost, when the purchase is registered on the platform or can be located by identification number.

10. Prices, taxes, promotions and offers

10.1 The applicable prices are those indicated on the platform on the date of the order, and include the taxes that correspond according to the type of product, except for products exempt by legal provision.

10.2 The price charged is the one displayed at the time of the order. If the price varies between the date of the order and the date of delivery, the price applied on the day the order was placed prevails. Promotions or discounts that were not in force at the time of the order are not applied retroactively.

10.3 Promotions and offers. Every promotion or special offer visibly indicates the previous price of the product and the new price or the specific benefit obtained by the consumer, pursuant to article 41 of Law No. 7472. Promotions also indicate their period of validity and any limitation on units per person.

10.4 Advertising and comparisons. The Company does not use misleading advertising or comparisons that merely proclaim in a general and indiscriminate manner the superiority of its products, nor does it omit elements necessary to determine the real value of the product, pursuant to article 37 of Law No. 7472.

10.5 Obvious pricing error. When the platform displays a price with an obvious and verifiable material error, the Company will inform the consumer before picking and will offer, at the consumer's choice, the corrected price or the cancellation of the order with a full refund. This scenario is applied restrictively, in a documented manner, and never as a mechanism to disregard a validly published offer.

10.6 Tax-exempt sales. Due to the inherent limitations of distance contracting and of verification mechanisms, the platform does not process tax-free sales to persons with a valid exemption. That procedure is carried out only at the points of sale, subject to the corresponding requirements and procedure.

10.7 Prices by service point. The prices displayed correspond to the service point enabled for online sales that is closest to the indicated address. If the consumer changes address or service point during the purchase process, the assortment and prices may be updated accordingly, which is reported before payment.

11. Products of variable weight or volume

11.1 For products whose price is set by weight or volume —meats, chicken, fish, cheeses, cold cuts, fruits, vegetables, bakery and prepared foods— the platform generates an estimated amount at the time of the order, and the product is dispatched with the weight closest to the one requested.

11.2 The final price depends on the product actually dispatched and not on the weight requested. Therefore:

• If the final weight is greater, the additional amount is charged using the original payment authorization.
• If the final weight is lower, the Company immediately arranges the refund of the difference by the same means of payment.

11.3 The electronic receipt details the final weight and the final price of each variable-weight product, so that the consumer can verify the calculation.

11.4 The refund of the difference is ordered from the issuing bank on the same business day as the invoicing. The time in which the refund is reflected in the account statement depends on the policies of the issuing bank and may take up to fifteen business days. Internal practice: at the consumer's request, the Company provides the record of the adjustment and the details of the refund ordered.

12. Order picking, missing items and substitutions

12.1 Picking is carried out in accordance with what was requested on the platform, respecting the consumer's selection.

12.2 Unavailability. If a product is not available at the time of picking, the Company contacts the consumer through the registered means to offer an equivalent substitution or to exclude the product. If no reply is obtained within the time of the picking window, the product is excluded and is not invoiced.

12.3 Quantities. When the quantity available at the point of sale is lower than the quantity requested, the available quantity is dispatched and only that quantity is invoiced.

12.4 Substitutions. No substitution is invoiced without the prior authorization of the consumer. The kosher certification of the substitute product is verified before offering it, and the substitution is reported with name, brand, weight and price.

12.5 Missing items detected at delivery. If, upon receiving the order, the consumer detects a paid product that was not delivered, the refund of that product proceeds directly, without the need to return anything, in accordance with section 28.

13. Product images and appearance

13.1 All product images on the platform and in the Company's advertising are illustrative in nature and may vary from the actual presentation. Every advertising image showing a product includes the express indication "Image for illustrative purposes", in compliance with the duty of truthful information of article 37 of Law No. 7472.

13.2 The product page for each item indicates its characteristics, weight, content, ingredients and presentation. The consumer is invited to review them before purchasing.

13.3 Change of presentation. The physical presentation of a product may vary at the manufacturer's decision. The Company updates the photographs periodically, but that update is not immediate.

13.4 A change of presentation or packaging, on its own, does not constitute a non-conforming product when the product delivered corresponds to the same brand, content, weight and certification indicated on the product page. Notwithstanding the foregoing, the consumer fully retains their right of withdrawal under the terms of section 24, which they may exercise without having to invoke any cause.

13.5 The Company does not prepare the information printed on the manufacturer's packaging. In the event of any discrepancy between the platform's product page and the packaging, the consumer may consult customer service before consuming the product, and the Company verifies and responds.

14. Delivery methods, time frames and conditions

14.1 Methods. The Company offers the following methods, subject to the availability published on the platform:

Method	Description
Express	Fast delivery for smaller-volume orders, with the conditions and radius published on the platform.
Scheduled home delivery	Delivery within a time window selected and accepted by the consumer.
Pick Up (in-store pickup)	Pickup by the consumer at the service point, within the selected time window.
Parcel shipment	Delivery at the office or shipping point of a parcel service designated by the consumer, subject to the rules of section 16.

14.2 Prior payment. Only orders whose total amount has been paid, including picking and delivery, are dispatched.

14.3 Delivery time. The Company complies with the delivery window reported and accepted. Pursuant to article 194 of Executive Decree No. 37899-MEIC, if the Company fails to meet the reported time frame, it is deemed to have breached the contract and must return to the consumer the amount paid, without any deduction, unless the consumer expressly accepts a rescheduling. If for any reason no time frame was reported, the contract is deemed to be performed within the following twenty-four hours, pursuant to article 465 of the Commercial Code.

14.4 Force majeure. Events of act of God or force majeure —natural disaster, prolonged power outage, road closure, order of an authority, generalized telecommunications failure— suspend the delivery time frame for as long as they persist. In those cases the Company informs the consumer and offers, at the consumer's choice, the rescheduling of the delivery or the full refund of the amount paid. This clause does not exempt the Company from its obligations when the breach is attributable to it.

14.5 Controlled access. When the place of delivery is in a condominium, gated community or building with access control, the consumer must arrange the entry authorization in advance. The delivery person waits a reasonable period of at least ten minutes before considering the delivery failed, and attempts to make contact through the registered means.

14.6 Receiving person. Delivery is made at the indicated address, to persons who appear to be of legal age. The Company may request identification when the order contains alcoholic beverages or nicotine products, and the delivery person may cancel the delivery if the receiving person does not prove they are of legal age.

14.7 Verification of ownership. The Company may request the identification document and, where appropriate, the presence of the holder of the card used, as an anti-fraud measure, especially for orders containing restricted-sale products.

14.8 Safety of the delivery person. The Company may cancel the delivery when the conditions of access, security or integrity of the place put the delivery person or the goods at risk, or when the receiving person is in an evident state of alteration that makes the delivery dangerous. In these cases the order is returned to the service point and point 14.10 applies.

14.9 Delivery point. Delivery and the transfer of risk take place at the door of the designated premises. The delivery person is not obliged to enter the property, to store the order inside it, to climb more than one floor by stairs when no elevator is available, or to park more than twenty-five meters away or in places where parking is not permitted.

14.10 Delivery not completed. When there is no person available to receive the order, the Company returns it to the service point and attempts to make contact through each of the means registered by the consumer. The consumer has twenty-four hours to collect the order at the service point or to arrange a second delivery, the transport cost of which may be charged to them.

14.11 Tip. The consumer is not obliged to pay any amount in addition to that indicated on their receipt, nor a tip to the delivery person. If one is given, it is understood as a gratuity that creates no obligation for the Company.

14.12 Recordings. For quality control and claims handling purposes, the delivery person or the delivery vehicle may be equipped with audio or video recording equipment. When this is the case, the delivery person expressly reports it at the time of delivery. The processing of those recordings is governed by section 33 and by Law No. 8968.

15. Coverage area

15.1 The Company provides the home delivery service within the coverage area published on its platforms. The delimitation of the coverage area responds to strictly operational criteria —distance, transit time, preservation of the cold chain, road access conditions and route safety— and does not constitute and may not be interpreted as a distinction or exclusion on the grounds of person, origin, social condition, belief or any other criterion prohibited by article 33 of the Political Constitution.

15.2 The Company serves orders outside the ordinary coverage area through the in-store pickup or parcel shipment methods, and through deliveries with an additional charge per kilometer when the service is enabled. The charge per additional kilometer as from the tenth kilometer counted from the originating service point is published on the platform before payment.

15.3 Any extension or reduction of the coverage area is published on the platform before it takes effect and does not affect orders already concluded.

16. Parcel shipments and third-party carriers

16.1 The parcel shipment method consists of the delivery of the order, by the Company, at the office or shipping point of the parcel service designated by the consumer. From that moment on, the transport is carried out under the transport contract that the consumer maintains with that carrier.

16.2 Responsibility of the Company. The Company is fully responsible for:

• The conformity, quantity, quality, kosher certification and expiration date of the products delivered to the carrier.
• The adequate packaging of the order according to the nature of the products.
• Timely delivery at the parcel point within the reported time frame.
• Delivery of the dispatch receipt, detailing packages and date, to the consumer.

16.3 Responsibility of the carrier. Transit time, handling during transport, loss, damage occurring after dispatch and final delivery to the recipient correspond to the contracted parcel service. The Company cannot guarantee the cold chain after dispatch, which is why the parcel shipment method is not recommended for frozen or refrigerated products or products with a short shelf life, and the platform warns of this limitation before the consumer selects the method.

16.4 Support. As an internal practice, and even though the transport is not under its control, the Company supports the consumer in the claim before the carrier: it issues the dispatch records, provides photographs of the packaging, certifies the condition and expiration date of the product dispatched and answers the carrier's requests for information.

16.5 Limit of waivers. The selection of the parcel shipment method does not imply a waiver by the consumer of the rights that Law No. 7472 grants them vis-à-vis the Company for acts attributable to it, such as dispatching a wrong, expired, incomplete or poorly packaged product. Any previous provision establishing a total waiver of claims under this method is deemed not written.

17. Platform and store hours

17.1 Platform. The electronic commerce platform and the applications receive orders twenty-four hours a day, every day of the week, with the exceptions of point 17.3.

17.2 Points of sale. The supermarkets and convenience stores operate from Sunday to Friday, with differentiated hours published on the platform.

17.3 Foreseeable closures. Due to the observance of the religious holidays of the calendar governing the Company's kosher operation, statutory holidays and maintenance windows, the platform or the points of sale may be unavailable. These closures are published in advance on the platform and in the official channels, and include the effect on delivery windows.

17.4 Modification of hours. The Company may modify the hours for receiving orders and for delivery for commercial, operational or force majeure reasons. The modification is published on the platform before it takes effect and does not affect delivery windows already accepted in concluded orders; when a concluded order is affected, the Company communicates this directly to the consumer and offers rescheduling or a full refund.

Part III — In-person purchases at supermarkets and convenience stores

18. Conditions for purchases at the point of sale

18.1 In-person purchases are governed by the same conditions, obligations and procedures of this document, insofar as applicable, with the exception of the provisions exclusive to electronic commerce.

18.2 Shelf price. The applicable price is the one displayed on the shelf or on the product label at the time of checkout. Where there is a difference between the price displayed and the price registered at the register, the price most favorable to the consumer is applied and the label or the system is corrected immediately. This rule is an internal practice of the Company.

18.3 Products sold by weight. Weighing is carried out in view of the consumer or is evidenced on the product label, with price per kilogram, weight and total price.

18.4 Products made to order. Cuts, slices, boards, trays and prepared items made at the consumer's request are made to measure and are therefore subject to the withdrawal exception of point 25.2, without prejudice to the non-conformity warranty of section 23.

18.5 Information in store. This document is available for consultation at the customer service station of each point of sale and via QR code at the registers, and may be requested in printed form at no cost.

19. Tax receipt in store

19.1 Every in-person purchase generates a cash register receipt or an electronic receipt. The consumer may request the personalization of the receipt by providing their identification number, whereby the document acquires full tax validity as an electronic invoice.

19.2 It is recommended to keep the receipt. When the purchase was personalized, the Company can locate it by identification number and reissue the receipt at no cost.

19.3 The receipt details the price of each product, the applicable taxes and, where appropriate, the complementary picking and delivery services.

20. Coexistence, respectful treatment and right of admission

20.1 The Company requires its staff to treat every person courteously, patiently and respectfully, without exception, and expects reciprocity from the persons who visit its establishments and use its platforms.

20.2 Right of admission. The Company reserves the right of admission and of permanence only in respect of objective, verifiable and documented conduct that affects the safety, health, order of the establishment or the integrity of persons, such as:

• Physical or verbal aggression, threats or harassment against employees or other customers.
• Theft of merchandise, alteration of labels or prices, or fraudulent use of means of payment or of the platform.
• Improper handling of food or equipment that compromises food safety.
• Entry or permanence in an evident state of alteration that puts the persons present at risk.
• Use of the platform for purposes other than its commercial purpose, including fraud, unauthorized automation and unauthorized resale.

20.3 Constitutional limit. The right of admission may not be exercised on discriminatory grounds or on the basis of criteria of origin, nationality, sex, age, religion, social condition, disability, appearance or any other criterion prohibited by article 33 of the Political Constitution. Every admission restriction is applied on the basis of conduct, is documented in writing with facts, date and the person responsible for the decision, is communicated to the affected person when possible, and is reviewable by the General Management at the request of the interested party.

20.4 The internal rules that develop the right of admission are available at the request of the interested party from the management of the point of sale.

Part IV — Regulations on returns, exchanges, withdrawal and warranties

21. Checking the order and time limits for claims

21.1 The consumer must check the order at the time of delivery, verifying that it corresponds to what was requested and that it shows no damage arising from transport or handling. If the consumer is not present, the person receiving the order is deemed authorized to check it.

21.2 Time limits for non-conformity claims. A claim for a non-conforming product is submitted at the time of delivery or, at the latest, within:

Type of product	Time limit for the claim
Perishable products (fresh, refrigerated, frozen, bakery, prepared)	One (1) calendar day from delivery
Non-perishable products (groceries, canned, dry, non-food)	Two (2) calendar days from delivery
Hidden defect not detectable in the initial check	Upon its discovery, within the useful life of the product and within the legal warranty period

21.3 The foregoing time limits do not limit legal rights. The expiry of the time limits of point 21.2 does not affect or reduce:

• The right of withdrawal of section 24, which is governed by its own time limit of eight business days.
• The legal warranty of section 27, which is governed by its own time limit of thirty business days.
• The right to claim for hidden defects that could not be detected in the initial check.
• The right to turn to the Comisión Nacional del Consumidor (National Consumer Commission) and to the courts.

21.4 No provision of this document may be interpreted as an advance waiver by the consumer of the rights indicated in point 21.3.

22. Requirements common to every procedure

22.1 In order to process a return, an exchange, a withdrawal or a warranty, the consumer must meet the following requirements:

No.	Requirement	Detail
1	Present the proof of purchase	Electronic invoice (PDF or XML), electronic receipt or physical cash register receipt. It is the document that evidences date, product and price.
2	Present the complete product subject to the procedure	Product, packaging, accessories and accompanying literature, in the same condition in which it was delivered, pursuant to article 74 of Executive Decree No. 37899-MEIC.
3	Have the purchase registered and traceable	For online purchases, the purchase must be linked to the account registered on the platform; for in-person purchases, to the register receipt or the personalized invoice.
4	Provide identification	Identification document of the holder of the purchase or of the person authorized by them.
5	Use an official channel	Any of the channels of section 30.

22.2 Product consumed or discarded. If the product was consumed in full or discarded, the return, exchange or withdrawal procedure cannot be carried out, due to the impossibility of verification. Excepted from this rule are cases in which there is verifiable evidence of the defect —dated photographs, record of the container, laboratory report, medical assessment or record from the staff who handled the case— and cases in which the Company has requested that the product be discarded for food safety reasons, in which event the Company leaves a written record of that instruction.

22.3 Costs. When the return is due to a non-conforming product, an error by the Company or a breach by it, the Company bears the cost of collecting or transporting the product. When it is due to the exercise of the right of withdrawal, the cost of returning the good is borne by the consumer, unless the Company offers to bear it.

22.4 Record. Every procedure received generates a case number and a written record —physical or electronic— with the date, the product, the reason invoked and the person who received the procedure. Providing that record is mandatory for the Company's staff.

23. Return and exchange for non-conforming products

23.1 The return or exchange is available when:

• The product does not meet the optimal conditions for its use or consumption: it is deteriorated, altered, contaminated, with broken packaging, with signs of a break in the cold chain, or with an expiration date prior to or equal to the delivery date.
• The product does not correspond to the item requested in the order: brand, type, weight, presentation or certification different from those purchased.
• The product presents a hidden defect that makes it unsuitable for its normal use or consumption.
• The quantity delivered is lower than the quantity invoiced.
• The product was substituted without the authorization of the consumer.
• The product does not have the kosher certification indicated on the product page or on the shelf.

23.2 Procedure for online purchases. The consumer reports the case through any of the channels of section 30, attaching where possible a photograph of the product and of the receipt. The Company arranges the collection of the product at the same place where the order was delivered, at no cost to the consumer, or authorizes its delivery at a point of sale, as suits the consumer.

23.3 Procedure for in-person purchases. The consumer goes to the reception point of the supermarket or convenience store, with the product and the receipt, and explains the reason to the management or the staff in charge.

23.4 Resolution. The Company resolves in accordance with the instruments of section 26 and communicates the decision within the time limits of section 31.

23.5 Burden of proof. Pursuant to article 53 of Executive Decree No. 37899-MEIC, the burden of proof regarding the suitability and conformity of the good, as well as regarding the delivery of the warranty document, lies with the Company, not with the consumer.

24. Right of withdrawal

24.1 Content of the right. In purchases made through electronic commerce and, in general, outside the Company's premises or establishment, the consumer may rescind the contract without liability and without having to justify their decision, provided that the nature of the good allows it, pursuant to article 40 of Law No. 7472 and articles 70 to 77 of Executive Decree No. 37899-MEIC.

24.2 Time limit. The time limit for exercising the right of withdrawal is eight (8) business days counted from the conclusion of the sale, under the terms of section 8.

24.3 Form of exercise. Withdrawal must be exercised by the same means that the consumer used to express their consent. As these are electronic purchases, this means that the notice of rescission is sent through the platform or through the registered e-mail address, addressed to servicioalcliente@koshercostarica.com, with an optional copy to legal@koshercostarica.com. The consumer may also appear in person at the Company's address or at any of its points of sale, with the product, if they already have it in their possession.

24.4 Record. The Company acknowledges receipt of the notice of rescission immediately and automatically, with date, time and case number. The Company may not deny or hinder the obtaining of that record. If for any reason the consumer does not receive it, they may evidence the step taken by any admissible means of proof, pursuant to article 298 of the Ley General de la Administración Pública.

24.5 Obligation of the consumer. If they have already received the goods, the consumer must return them unused and in the same condition in which they were delivered, including packaging, accessories and accompanying literature, together with the original invoice or proof of payment, pursuant to article 74 of Executive Decree No. 37899-MEIC.

24.6 Obligation of the Company: refund. The Company returns all amounts received within a maximum period of eight (8) calendar days, and issues the corresponding receipt, pursuant to article 75 of Executive Decree No. 37899-MEIC. The period runs:

• From the day following receipt of the notice of rescission, if the consumer does not have the goods in their possession.
• From the day following the return of the goods, if they already had them in their possession.

24.7 Means of refund. In electronic commerce, the refund is made by the same means used to make the payment. The Company orders the refund within the indicated period; the time in which it is reflected in the account statement depends on the policies of the issuing bank.

24.8 Ratification. Pursuant to article 76 of Executive Decree No. 37899-MEIC, if after having given the notice of rescission the consumer personally receives the goods purchased, the definitive ratification of the transaction is presumed and the withdrawal is deemed not made, except in the event of error or evidence to the contrary.

24.9 The status of the order does not extinguish the right. The fact that the order is in the picking process, dispatched or delivered does not extinguish the right of withdrawal when the nature of the good allows its exercise. What picking already begun prevents is the free administrative cancellation of point 8.6; the legal right of withdrawal is exercised, in that case, in accordance with this section and subject to the exceptions of section 25.

24.10 Lack of agreement. If there is no agreement on the exercise of the withdrawal or on the refund, the consumer may turn to the Comisión Nacional del Consumidor (National Consumer Commission), under the terms of section 32.

25. Exceptions to the right of withdrawal

25.1 Pursuant to article 77 of Executive Decree No. 37899-MEIC, the right of withdrawal is not available in the following cases:

25.2 Consumable, perishable or non-resalable goods. Withdrawal is not available in respect of goods that by their nature are consumable, perishable or that cannot be resold, once they have been installed, opened or used. In the Company's operation this exception includes, by way of example:

• Fresh or frozen meats, chicken, fish and seafood that have left the cold chain of the point of sale.
• Cheeses, cold cuts and dairy products that are opened, portioned or sliced.
• Fresh fruits and vegetables.
• Bakery, pastry and prepared foods.
• Products with an expiration date equal to or earlier than the date on which the withdrawal is communicated.
• Unwrapped products whose return to stock would compromise hygiene or health.
• Products opened or used partially or totally in accordance with their instructions.

25.3 Goods made to measure or imported to order. Withdrawal is not available in respect of goods that must be made, produced to measure or imported by special order according to the consumer's needs, when the Company demonstrates that upon receiving the notice of rescission it had already made or prepared them or had sent the irrevocable purchase order to the foreign supplier. In the Company's operation this exception includes special cuts, personalized boards and trays, cheeses and cold cuts sliced to order, made-to-measure menus and catering, and products imported by special order.

25.4 Goods in the process of production. If the goods are in the process of manufacture or preparation, or such work has been carried out in part, the consumer may exercise the withdrawal by paying the Company the value of what has actually been done. If the import order is revocable, the consumer bears the expenses of placing and revoking the order.

25.5 Prior warning. The Company warns of this limitation before the purchase, on the product page, at the order confirmation step for made-to-order products and in this document, in compliance with the duty of warning of article 77 of Executive Decree No. 37899-MEIC.

25.6 Purchases on third-party platforms. The right of withdrawal vis-à-vis the Company does not apply to purchases made on third-party marketplace platforms; in those cases it is exercised before the operator of the corresponding platform, without prejudice to the legal warranty of the product.

25.7 Scope of the exceptions. The exceptions to withdrawal do not eliminate the right to a return, exchange, refund or warranty when the product is non-conforming under the terms of section 23. A perishable product excluded from withdrawal remains returnable if it arrived in poor condition.

26. Resolution instruments

26.1 When a procedure is available, the Company resolves it through one of the following instruments:

No.	Instrument	When it applies
1	Replacement with an identical product in proper condition	First option when the product is available and the consumer accepts it
2	Refund of the price paid	Online purchases and, in general, when the right of withdrawal is exercised or when the Company failed to meet the delivery time frame. It is made by the same means of payment used
3	Credit note	When the consumer expressly accepts it, subject to the conditions of point 26.3
4	Cash refund	When none of the foregoing instruments can be applied, or when the original payment was made in cash

26.2 Choice. In cases of the exercise of the right of withdrawal and of failure to meet the delivery time frame, the applicable instrument is the restitution of all amounts received, without deduction and by the same means of payment. A credit note may not be imposed in those scenarios: it is available only if the consumer expressly accepts it. In the remaining cases, the Company endeavors to agree on the instrument with the consumer before applying it.

26.3 Credit note. When the consumer accepts a credit note:

• It must be claimed within the eight (8) days following the acceptance of the procedure.
• It has a validity of thirty (30) calendar days from its issuance.
• It is a bearer document, the safekeeping of which is the consumer's responsibility; its loss does not oblige the Company to replace it, unless the note was issued in registered form.
• It is collected in person at a point of sale.
• The purchase to which it is applied generates the legally established taxes.

26.4 Refunds. Refunds are ordered from the issuing bank or to the original means of payment within the time limits of this document. The Company provides, at the consumer's request, the record of the refund ordered with date, amount and reference.

27. Legal warranty and manufacturer warranties

27.1 Minimum legal period. Every good purchased at Super Kosher Costa Rica has a minimum warranty of thirty (30) business days counted from the date of delivery of the good or of the provision of the service, pursuant to article 43 of Law No. 7472 and article 47 of Executive Decree No. 37899-MEIC, unless a specific certificate establishes a longer period, in which case the longer period prevails.

27.2 Food and shelf life. For food products, the conformity of the good is determined by its expiration date, its storage conditions and its suitability for consumption. The warranty of a food product is exercised within its declared shelf life, without prejudice to the minimum legal period indicated in point 27.1.

27.3 Requirements for exercising the warranty. The consumer must present the proof of purchase and, when the good is sold with a separate warranty certificate, that certificate. The consumer makes the item available to the Company at the point of sale where it was purchased or at any other branch open to the public.

27.4 Diagnosis. Once the item has been received, the Company provides the consumer with a written diagnosis stating the general condition of the good and the causes of the damage, pursuant to article 50, subparagraph e) of Executive Decree No. 37899-MEIC.

27.5 Means of enforcing the warranty. The warranty is fulfilled through the repair of the good, its exchange or the refund of the price paid. The Company agrees with the consumer on the applicable means, taking into account the nature of the good, its availability and the repair time. Internal practice: for low-value goods and food products, the Company preferably applies the exchange or the refund of the price, as it is the fastest solution for the consumer.

27.6 Manufacturer or distributor warranty. When the certificate indicates that the warranty is granted directly by the manufacturer or the distributor and the latter is located in Costa Rica, the consumer may exercise it before them. Compliance with the warranty may be demanded indistinctly from the producer, the importer and the Company, pursuant to article 50, subparagraph d) of Executive Decree No. 37899-MEIC; for this reason the Company does not shift to the consumer the task of dealing with the manufacturer as a condition for assisting them, but rather supports them and follows up.

27.7 Burden of proof. The burden of proof regarding the delivery of the warranty document, the suitability and conformity of the good and its proper performance lies with the Company, pursuant to article 53 of Executive Decree No. 37899-MEIC.

27.8 Prohibited clauses. The Company does not establish conditions or limitations that reduce or distort the rights that legally correspond to the consumer pursuant to article 43 of Law No. 7472. Any clause of this document that would have that effect is deemed not written.

27.9 Time limit for the administrative route. The consumer has thirty calendar days counted from the delivery of the good or the provision of the service to enforce the warranty before the Comisión Nacional del Consumidor (National Consumer Commission), pursuant to article 43 of Law No. 7472, without prejudice to the longer periods that the Company has voluntarily granted and to the other actions available to them.

28. Missing items, weight adjustments and partial refunds

28.1 Missing items. When a product paid for was not delivered, the Company refunds its amount or, at the consumer's choice, delivers it on a new visit at no additional shipping cost. No return of any good is required in order to process a missing item.

28.2 Weight adjustments. When the final weight of a variable-weight product is lower than estimated, the Company refunds the difference by the same means of payment, in accordance with section 11.

28.3 Products excluded during picking. Products excluded due to unavailability are not invoiced. If they were invoiced by mistake, their amount is refunded in full.

28.4 Time limit. Refunds for missing items or weight adjustments are ordered within the following business day after verification of the case. This is an internal practice more favorable than the general legal period of eight calendar days.

28.5 Record. The Company provides, at the consumer's request, the details of the adjustment with product, amount, date and reference of the refund ordered.

29. Cold chain, food safety and fresh products

29.1 Refrigerated and frozen products are stored and transported under temperature control. Upon receipt, the consumer must verify that the product retains its temperature and that its packaging is intact, and refrigerate or freeze it immediately.

29.2 When a perishable product shows signs of a break in the cold chain at the time of delivery —thawing, bulging packaging, free liquid, altered smell—, the consumer must not consume it: they must reject it on the spot or report it within the time limit of point 21.2. The Company replaces it or refunds its amount.

29.3 For food safety and public health reasons, returned food products are not returned to inventory or resold: they are disposed of in accordance with the Company's Integrated Waste Management Program. The return of a food product never entails its return to the shelf.

29.4 The Company reserves the power to request photographs of the product and of the packaging, and to collect the product for analysis, when the claim concerns food safety. This step may not delay the resolution of the case for the consumer beyond the time limits of section 31.

29.5 Product recall. If the Company identifies a batch posing a health risk, it notifies identifiable consumers through the registered e-mail address, publishes the notice on its platforms and at the point of sale, and refunds or replaces the product without requiring proof of purchase.

Part V — Claims, personal data and term

30. Official channels and claims mechanism

30.1 Free mechanism. Pursuant to article 195 of Executive Decree No. 37899-MEIC, the Company establishes a free, transparent, effective and easily accessible mechanism to receive inquiries, complaints and claims.

30.2 Official channels.

Channel	Detail	Main use
Customer service e-mail	servicioalcliente@koshercostarica.com	Returns, exchanges, withdrawal, warranties, missing items and claims
General e-mail	info@koshercostarica.com	Commercial and product inquiries
Legal e-mail	legal@koshercostarica.com	Exercise of personal data rights and formal escalation
Platform	Help section and contact form at koshercostarica.com	Claims linked to an online order, with automatic traceability
Points of sale	Customer service station or store management	In-person procedures and delivery of products

30.3 Same means as the transaction. When the purchase was made through electronic commerce, the consumer may submit their claim by that same means, as required by article 195 of Executive Decree No. 37899-MEIC.

30.4 Mandatory registration. Every claim received through any channel is recorded with a case number, date, channel of entry, product, reason and person responsible for handling it. The consumer receives that case number.

30.5 Social media. The Company's social media are commercial communication channels and are not designed to process claims, because they do not allow identity verification, the attachment of receipts or the safeguarding of personal data. Consumers are therefore invited to use the channels of section 30.2. Nevertheless, when a consumer submits a claim through an official social media account of the Company, it is not ignored: the Company acknowledges it, records it and redirects it to the appropriate channel, indicating to the consumer how to proceed. No claim is lost for having come in through the wrong channel.

31. Response times and internal escalation

31.1 Response times. The Company responds within the following time limits, counted from receipt of the claim:

Type of matter	Response time
Acknowledgment of receipt with case number	Same business day
Claim for a missing item, weight adjustment or evidently non-conforming product	Two (2) business days
Claim for a non-conforming product requiring verification or analysis	Five (5) business days
Exercise of the right of withdrawal: confirmation and refund order	Within the legal period of eight (8) calendar days of article 75 of Executive Decree No. 37899-MEIC
Warranty: written diagnosis of the good	Five (5) business days from receipt of the good
Claims of greater complexity or involving third parties	Eight (8) business days, with progress reports every three business days

31.2 Maximum period. In no case does the substantive response exceed eight (8) business days from receipt of the complete claim. This period replaces the fifteen-calendar-day period provided for in previous documents and is adopted in view of the criterion of the Constitutional Chamber according to which, when no period is set for answering a petition, the violation of the right of petition occurs after ten business days have elapsed. The Company sets its internal period below that limit.

31.3 Counting. The time limits of this document expressed in business days exclude Saturdays, Sundays, statutory holidays and the days of closure for religious holidays published by the Company. The time limits expressed in calendar days are counted consecutively.

31.4 Escalation. If the consumer is not satisfied with the response, they may request a review of the case by writing to legal@koshercostarica.com, indicating the case number. The review is resolved by a person other than the one who handled the original case, within five (5) business days.

31.5 Reasoned negative response. Every response rejecting a procedure is issued in writing, indicates the specific basis —rule or section of this document—, describes the evidence considered and informs the consumer of their right to turn to the Comisión Nacional del Consumidor (National Consumer Commission).

32. External protection bodies

32.1 If the consumer does not obtain a satisfactory solution, they may turn to the Comisión Nacional del Consumidor (National Consumer Commission) of the Ministerio de Economía, Industria y Comercio (MEIC), which hears infringements of Law No. 7472. The Company expressly informs of this right in every negative response.

32.2 Requirements of the complaint. Pursuant to article 160 of Executive Decree No. 37899-MEIC, the complaint must contain, among other elements: the complete details of the consumer and their means of notification; the corporate name and corporate ID of the business complained of; a clear and precise explanation of the facts, with the exact dates on which each breach became known; and the available documentary evidence —invoice or proof of purchase, warranty certificate, technical service intake slips, contract and advertising.

32.3 Company details for the purposes of a complaint. To facilitate the procedure, the Company publishes the details that the consumer needs to provide:

Detail required by the MEIC	Company information
Corporate name	Group Osher K Import Costa Rica S.A.
Corporate ID	3-101-847106
Trade name	Super Kosher Costa Rica® · koshercostarica.com
Exact physical address for notifications	San José, Central, Pavas, María Auxiliadora, Complejo Bodegas MorePark, Bodega 45
E-mail	legal@koshercostarica.com

32.4 Cooperation. The Company cooperates with the Comisión Nacional del Consumidor (National Consumer Commission) and with the Ministerio de Economía, Industria y Comercio (MEIC), provides the required documentation within the time limits indicated to it and does not take any retaliation against a consumer who files a complaint.

32.5 Judicial route. The provisions of this document do not limit the consumer's right to turn to the courts, nor the actions for compensation for damages and losses available to them pursuant to the Civil Code.

33. Protection of personal data

33.1 Commitment. The Company processes the personal data of consumers in accordance with Law No. 8968 and article 24 of the Political Constitution, which guarantees the right to privacy and to the inviolability of communications and private documents.

33.2 Purposes. Data are collected and processed in order to: identify the consumer; issue the electronic receipt; manage the order, the delivery and the collection of payment; process returns, withdrawals, warranties and claims; prevent fraud; and communicate information relating to products and services when the consumer has consented to it.

33.3 Informed consent. Registration on the platform includes informed consent for the processing of the data indicated as mandatory. That consent is revocable at any time by the consumer, without retroactive effect on the processing already carried out and without prejudice to the retention of the data that the Company must keep by legal, tax or evidentiary obligation.

33.4 Use of image and voice. The use of the consumer's name, image or voice for advertising or promotional purposes requires express, specific consent, separate from registration and revocable. The Company does not consider that consent granted by the mere fact of registering or purchasing. Any previous provision that qualified that authorization as implicit and irrevocable is deemed not written and without effect.

33.5 Delivery and store recordings. Audio or video recordings at the time of delivery and the video surveillance systems of the stores are used exclusively for quality control, claims handling and security, are reported to the consumer, are retained for the strictly necessary period and are not disseminated.

33.6 Third-party processors. The Company may contract third parties to store or process data, or to provide platform, payment gateway, messaging and analytics services. Those third parties act as processors, are contractually bound to confidentiality and may not use the data for their own purposes.

33.7 Transfer to third parties. Neither the Company nor any company contracted by it provides a consumer's personal data to third parties unrelated to the provision of the service without the consent of the data subject or without an order from a competent judicial authority.

33.8 Rights of the data subject. The consumer may exercise their rights of access, rectification, cancellation and objection by writing to legal@koshercostarica.com. The Company responds within five (5) business days and carries out what is appropriate at no cost.

33.9 Cookies and tracking technologies. The platform uses authentication, analytics and advertising cookies, whose purpose and management are detailed in the Cookie Policy published at koshercostarica.com. The consumer may restrict, block or delete cookies from the settings of their browser or device, with the warning that this may limit functionalities of the platform.

33.10 Security. Transactions are transmitted over an encrypted connection using the SSL/TLS protocol. Payments are processed through a certified payment gateway; the Company does not store full card numbers in its systems.

34. Intellectual property and proper use of the platform

34.1 The contents of the Company's platforms —logos, trademarks, audio, video, images, texts, icons, databases and software— are its exclusive property or have been licensed to it, and are protected by intellectual property regulations.

34.2 Their reproduction or use in publications, products or communications unrelated to the Company is not permitted, nor is any use that may cause confusion among consumers or affect the Company's image.

34.3 Third-party trademarks appearing on the platform are the property of their respective owners and are shown solely to identify the product offered. The Company refrains from using third-party trademarks in ways that may constitute misleading advertising or improper comparison, pursuant to article 37 of Law No. 7472.

34.4 The use of the platform for fraudulent purposes, the unauthorized automation of orders, the mass extraction of content and any conduct that affects the availability of the service for other persons are prohibited.

35. Applicable law, partial nullity, term and version control

35.1 Applicable law and jurisdiction. This document and the relationships it governs are governed by the legislation of the Republic of Costa Rica, to whose courts and administrative bodies disputes are submitted. Pursuant to article 190 of Executive Decree No. 37899-MEIC, the contract is deemed to be executed at the consumer's domicile.

35.2 Language. This document and the Company's communications are issued in Spanish. The English version is published as a courtesy translation; in case of discrepancy, the Spanish version prevails.

35.3 Partial nullity. The declaration of nullity or invalidity of any provision of this document by the competent authority does not affect the validity of the remaining provisions.

35.4 Pro-consumer interpretation. In case of doubt as to the scope of a provision, the interpretation most favorable to the consumer prevails.

35.5 Amendments. The Company may amend this document. Every amendment is published at koshercostarica.com with its effective date and is not applied retroactively to orders already concluded or to procedures in progress.

35.6 Term. This document is effective as of September 1, 2026 and its term is indefinite, with an ordinary review each year within the first two months and an extraordinary review upon any relevant regulatory change, store opening, or change of platform or payment gateway.

35.7 Version control.

Version	Date	Description of the change	Approval
1.0	September 1, 2026	Initial issuance. Unifies the conditions for online and in-person purchases with the regulations on returns, exchanges, withdrawal, warranties and claims. Incorporates the observations of the internal legal analysis: update of the tax platform to TRIBU-CR, reduction of the response time to eight business days, express recognition of the right of withdrawal and of its regulatory exceptions, warning that images are for illustrative purposes, indication of previous and new price in promotions, limits on the right of admission and on the coverage area pursuant to article 33 of the Constitution, revocable consent for the use of image and voice, and limits on waivers of claims under the parcel shipment method.	Eddie Yaakov C., General Manager

Annex A — Master table of time limits

Situation	Time limit	Counting	Basis
Non-conforming perishable product	1 day	Calendar, from delivery	Internal practice of the Company
Non-conforming non-perishable product	2 days	Calendar, from delivery	Internal practice of the Company
Exercise of the right of withdrawal	8 days	Business, from the conclusion of the sale	Art. 40 Law No. 7472; art. 72 Decree No. 37899-MEIC
Refund for withdrawal	8 days	Calendar, from the notice or from the return of the good	Art. 75 Decree No. 37899-MEIC
Minimum legal warranty	30 days	Business, from the delivery of the good	Art. 43 Law No. 7472; art. 47 Decree No. 37899-MEIC
Enforcing the warranty before the Comisión Nacional del Consumidor	30 days	From delivery of the good or provision of the service	Art. 43 Law No. 7472
Acknowledgment of receipt of a claim	Same business day	—	Internal practice of the Company
Response to a simple claim	2 days	Business	Internal practice of the Company
Claim requiring verification	5 days	Business	Internal practice of the Company
Substantive response, maximum period	8 days	Business	Internal practice, aligned with the 10-business-day criterion of the Constitutional Chamber
Written diagnosis under warranty	5 days	Business, from receipt of the good	Art. 50, subparagraph e) Decree No. 37899-MEIC
Review of an escalated case	5 days	Business	Internal practice of the Company
Claiming an issued credit note	8 days	From the acceptance of the procedure	Condition of the Company
Validity of the credit note	30 days	Calendar, from its issuance	Condition of the Company
Collection of an undelivered order at the service point	24 hours	From the notice of impossibility of delivery	Condition of the Company
Refund for a missing item or weight adjustment	Next business day after verification	—	Internal practice of the Company
Response on personal data requests	5 days	Business	Internal practice of the Company, pursuant to Law No. 8968
Delivery when no time frame was reported	24 hours	—	Art. 194 Decree No. 37899-MEIC; art. 465 Commercial Code

Annex B — Quick guide: which remedy applies to my case?

Your situation	Applicable remedy	What you need	Time limit	Outcome
"The product arrived damaged, expired or spoiled"	Return for non-conformity	Receipt and product	1 day perishables · 2 days non-perishables	Exchange or refund
"I received a product different from the one I ordered"	Return for non-conformity	Receipt and product	1 or 2 days depending on the product	Exchange or refund
"I changed my mind, I no longer want it" (online purchase)	Right of withdrawal	Notice by the same means as the purchase; unused product, packaging and receipt	8 business days	Restitution of all amounts within 8 calendar days
"I paid for an item that was not delivered"	Missing item	Receipt	On receipt or within the claim period	Refund or delivery at no cost
"The final weight was lower than estimated"	Weight adjustment	None; the Company detects it upon invoicing	Automatic	Refund of the difference
"The item stopped working"	Legal warranty	Receipt and, if any, warranty certificate	30 business days from delivery	Repair, exchange or refund of the price
"The order did not arrive within the agreed window"	Failure to meet the delivery time frame	Receipt and order number	Upon expiry of the window	Full refund without deduction or accepted rescheduling
"I ordered a special cut and I no longer want it"	Withdrawal not applicable (made-to-measure good)	—	—	Return only if the product is non-conforming
"I bought fresh fruit and I want to return it without a reason"	Withdrawal not applicable (perishable good)	—	—	Return only if the product is non-conforming
"I am not satisfied with the response I received"	Escalation and external protection	Case number	5 business days for the internal review	Review by Management and, if it persists, complaint before the Comisión Nacional del Consumidor

Annex C — Return, exchange or withdrawal request form

This form may be completed online at koshercostarica.com, requested in printed form at any point of sale, or sent by e-mail to servicioalcliente@koshercostarica.com. Its submission is not a requirement of admissibility: the Company receives the request through any official channel, even if this format is not used.

Field	Information
Case number (assigned by the Company)
Date of the request
Full name of the consumer
Identification number
Telephone
Registered e-mail address
Purchase channel	☐ koshercostarica.com ☐ Supermarket ☐ Convenience store ☐ Telephone order
Order or receipt number
Date of purchase
Date of delivery or pickup
Type of receipt provided	☐ Electronic invoice ☐ Electronic receipt ☐ Physical cash register receipt

Details of the product subject to the request

Product	Brand	Quantity or weight	Price	Batch or expiration

Remedy invoked by the consumer

Remedy	Check
Return or exchange for a non-conforming product	☐
Right of withdrawal (distance purchase, no justification required)	☐
Legal warranty of a durable good	☐
Missing item paid for	☐
Adjustment for weight difference	☐

Reason (description of what happened)

 

 

 

Resolution instrument preferred by the consumer

Instrument	Check
Replacement with an identical product	☐
Refund by the same means of payment	☐
Credit note (I expressly accept its conditions of time limit and validity)	☐
Cash refund, where applicable	☐

Condition of the product presented

Verification	Yes	No	Observations
Complete product	☐	☐
Original packaging	☐	☐
Accessories and accompanying literature	☐	☐
Product unused and not partially consumed	☐	☐
Proof of purchase provided	☐	☐

Signatures
Consumer
Employee receiving the request
Point of sale or channel of receipt
Date and time of receipt

The employee who receives the request provides the consumer with a copy of this form, with the assigned case number. Providing that copy is mandatory.

Annex D — Claim form and follow-up sheet

Field	Information
Case number
Date and time of entry
Channel of entry	☐ E-mail ☐ Platform ☐ Point of sale ☐ Telephone ☐ Social media (redirected)
Name of the consumer
Means of contact for the response
Order or receipt number
Type of claim	☐ Non-conformity ☐ Withdrawal ☐ Warranty ☐ Missing item ☐ Weight ☐ Delivery ☐ Service ☐ Personal data ☐ Other
Description of the facts
Evidence provided	☐ Photographs ☐ Receipt ☐ Product ☐ Other

Follow-up

Date	Action	Person responsible	Outcome
	Acknowledgment of receipt and assignment of case number
	Verification and analysis
	Communication of the decision
	Execution (exchange, refund, credit note, repair)
	Closing and confirmation with the consumer

Decision

Element	Detail
Decision	☐ Granted ☐ Partially granted ☐ Denied
Basis (rule or section of this document)
Instrument applied
Amount refunded or value of the exchange
Date of the refund order and reference
Information on external protection provided to the consumer	☐ Yes ☐ No
Person deciding

Every decision that rejects a claim in whole or in part is communicated in writing, with express grounds, and must inform the consumer of their right to turn to the Comisión Nacional del Consumidor (National Consumer Commission) of the Ministerio de Economía, Industria y Comercio (MEIC).

Annex E — Frequently asked questions

Do I need to present the invoice in order to return a product? Yes. The proof of purchase —electronic invoice, electronic receipt or physical receipt— is a requirement for every procedure. If you lost it and your purchase is registered on the platform or was invoiced with your identification number, the Company locates it and reissues the receipt at no cost before starting the procedure.

Is it mandatory to register on the platform? To buy online, yes: registration makes it possible to issue the correct receipt, link each procedure to a verifiable purchase and refund by the same means of payment. To buy at the supermarket it is not mandatory, although requesting a personalized invoice makes any subsequent procedure easier.

Do I have to bring the product? Yes; for returns, exchanges, withdrawal and warranty it is mandatory to present the complete product subject to the procedure. It is not necessary for missing items or weight adjustments.

I bought online and changed my mind. Can I return the order? Yes, through the right of withdrawal, within eight business days from the conclusion of the sale, without having to justify your decision, provided that the nature of the good allows it. Perishable goods, goods that have been opened or used and goods made to measure are excluded by article 77 of the Regulations to Law No. 7472.

How long does it take to get my money back? In the case of withdrawal, the Company returns all amounts received within a maximum period of eight calendar days, by the same means of payment you used. The time in which the refund appears in your account statement depends on your issuing bank and may take up to fifteen business days.

I ordered a cheese sliced to measure and I no longer want it. Does withdrawal apply? No. Products made to measure are excepted. If the product arrived in poor condition or does not correspond to what was requested, the return or exchange is available.

I received an expired product. What do I do? Do not consume it. Report it the same day through any of our channels, with a photograph if possible. The Company replaces it or refunds its amount, and collects the product at no cost to you.

The order did not arrive within the agreed window. Am I entitled to anything? Yes. Pursuant to article 194 of the Regulations to Law No. 7472, failure to meet the delivery time frame requires the return of the amount paid without any deduction, unless you accept a rescheduling.

Can I make a claim through WhatsApp or social media? You may write to us, and we will not ignore your message: we record it and tell you how to proceed. However, the formal procedure is carried out through the official channels of section 30, because they are the ones that allow identity verification, the attachment of receipts and the protection of your personal data.

What happens if I do not agree with the response? You may request a review of the case by writing to legal@koshercostarica.com with your case number; the review is resolved by a different person within five business days. If you are still not satisfied, you may file a complaint with the Comisión Nacional del Consumidor (National Consumer Commission) using the details indicated in point 32.3.

How long does the warranty last? The legal minimum is thirty business days from the delivery of the good. If the product comes with a warranty certificate with a longer period, the longer period prevails.

Does the Company provide my data to other companies? No. Data are shared only with the processors necessary to provide the service —platform, payment gateway, messaging—, who are bound to confidentiality. Outside those cases, your data are provided only with your consent or by court order.

Annex F — Regulatory sources consulted

The following sources were consulted and verified in their official text for the drafting of this document.

No.	Source	Location
1	Law No. 7472 (Ley de Promoción de la Competencia y Defensa Efectiva del Consumidor) — articles 32, 34, 37, 40, 41 and 43	Sistema Costarricense de Información Jurídica, Procuraduría General de la República: pgrweb.go.cr/scij
2	Executive Decree No. 37899-MEIC, Regulations to Law No. 7472 — articles 47, 50, 52, 53, 70 to 77, 160 and 181 to 195	micitt.go.cr/sites/default/files/marco_juridico_legal — Reglamento a la Ley N.º 7472
3	Ministerio de Economía, Industria y Comercio (MEIC) — "Derecho de retracto", official guide of the Dirección de Apoyo al Consumidor	meic.go.cr/wp-content/uploads/2024/12/Retracto_mayo_23.pdf
4	Ministerio de Economía, Industria y Comercio (MEIC) — "Denuncias consumidor", requirements of the procedure before the Comisión Nacional del Consumidor (National Consumer Commission)	meic.go.cr/tramites-y-servicios/denuncias-consumidor
5	Ministerio de Economía, Industria y Comercio (MEIC) — Consumer protection regulatory framework	meic.go.cr/meic/direcciones/apoyo-al-consumidor/marco-normativo
6	Law No. 8454 (Ley de Certificados, Firmas Digitales y Documentos Electrónicos) and its Regulations	pgrweb.go.cr/scij — Ley N.º 8454
7	Law No. 8968 (Ley de Protección de la Persona frente al Tratamiento de sus Datos Personales) and its Regulations	micitt.go.cr — Ley N.º 8968
8	Ministerio de Hacienda — Electronic receipts, general aspects and version 4.4, and the TRIBU-CR platform	hacienda.go.cr/docs/ComprobantesElectronicos-GeneralidadesyVersion4.4.marzo2025.pdf
9	Political Constitution of the Republic of Costa Rica — articles 24, 33, 41, 46 and 50	pgrweb.go.cr/scij — Constitución Política
10	Constitutional Chamber of the Supreme Court of Justice, ruling No. 643-1993 of February 8, 1993, on the ten-business-day period for resolving petitions	Constitutional case law cited in the Company's internal legal analysis of the electronic commerce regulations
11	Civil Code of Costa Rica — articles 701 and 1008	pgrweb.go.cr/scij — Código Civil
12	Commercial Code of Costa Rica — article 465	pgrweb.go.cr/scij — Código de Comercio
13	Internal document: GO-Términos y Condiciones — Contrato de Comercio y Servicios Electrónicos, Super Kosher Costa Rica	Corporate library of the Company
14	Internal document: Recomendaciones legales sobre el Reglamento de comercio electrónico de Grupo Osher	Corporate library of the Company

Approval page

This document, identified as PCV-SKCR-2026-01, Online and Supermarket Purchase Policy and Regulations on Returns, Exchanges, Right of Withdrawal, Warranties and Claims, version 1.0 — public version, is approved in all its parts for publication at koshercostarica.com, its incorporation into the corporate library and its mandatory application in all of the Company's sales channels.

With this approval, the document supersedes and integrates the provisions on returns, exchanges, withdrawal, warranties and claims contained in the previously effective terms and conditions, and incorporates the observations of the internal legal analysis carried out on the Company's electronic commerce regulations.

Element	Detail
Code	PCV-SKCR-2026-01
Version	1.0 — Public version (courtesy translation)
Issue date	September 1, 2026
Effective date	September 1, 2026
Next ordinary review	First two months of the year 2027
Prepared by	Administration and General Management, based on the internal legal analysis of the electronic commerce regulations
Reviewed by	Customer Service, Store Operations and Electronic Commerce
Approved by	Eddie Yaakov C., General Manager
Publication	koshercostarica.com and corporate library of Super Kosher Costa Rica