Return and Refund Policy - Pronto Limited
Effective Date: September, 2023
Thank you for choosing Pronto Limited for your grocery needs. We aim to provide you with the best products and service possible. Please take a moment to read our Return and Refund Policy to understand the procedures and guidelines for returns and refunds.
1. Returns
1.1 Eligibility
We accept returns for Returns We accept returns for most grocery items within 24 hours from the date of purchase. To be eligible for a return, the item must be in its original packaging, unused, and in the same condition as when you received it. Perishable items, personalized goods, and specific product categories may not be eligible for return.
1.2 Initiation of Returns
To initiate a return, please follow these steps:
- Contact Customer Support via Chat, Email or Phone.
- Navigate to the 'Order History' section.
- Locate the order containing the item you wish to return.
- Follow the provided instructions to initiate a return request. If you made a purchase as a guest, kindly reach out to our customer support team for assistance.
1.3 Return Process and Delivery
Customers are responsible for return delivery costs, unless the return is due to an error on our part or a defective product. The standard fee for a return and/or re-delivery is $10. You may also return the product directly to our warehouse for no additional charge.
2. Refunds
2.1 Refund Procedure
Once we receive your returned item and complete the necessary inspection, we will send you an email notification confirming the receipt of your item. You will also be informed about the approval or rejection of your refund request. If your request is approved, your refund will be processed, and the funds will be credited back to your original method of payment within 5-7 business days. Alternatively, you may opt in for immediate refund to your Pronto wallet for immediate use.
2.2 Delayed or Missing Refunds
Should you experience delays in receiving your refund, please start by checking your bank account. Following that, contact your credit card company or payment provider. There may be some processing time before your refund is officially posted. If issues persist, please get in touch with our customer support team.
3. Exchanges
Currently, we do not facilitate direct exchanges. If you wish to exchange an item, please return the original item for a refund and proceed to place a new order for the desired item.
4. Damaged or Defective Items
If you receive an item that is damaged or defective, kindly contact our customer support team immediately. We will collaborate with you to arrange for a replacement or refund, based on the circumstances. Providing photographs and a detailed description of the issue will assist us in expediting the resolution.
5. Cancellations
For order cancellations, please submit your request immediately after placing the order. Once an order has been dispatched, cancellation will not be possible. You can initiate a cancellation by logging into your account or reaching out to our customer support team.
6. Contact Us
Should you have any queries or concerns regarding our Return and Refund Policy, don't hesitate to contact our customer support team at hello@pronto.bm or 621-1111.
Please be aware that this policy is subject to change without prior notice. We encourage you to review this policy with each purchase from Pronto Limited. For more information about our offerings, please visit our website at www.pronto.bm.