RETURN & REFUND POLICY

Pronto1926

Last Updated: 1 May 2026

1. Overview

At Pronto1926, we take pride in preparing fresh, artisanal Italian products made to order. Due to the perishable nature of our food items, our refund and return policy is structured to ensure product quality while maintaining fairness to both our customers and our operations.

2. Non-Returnable Items

All food products (including but not limited to pasta sauces, tiramisu, desserts, and ready-to-eat items) are:

• Non-returnable

• Non-exchangeable

This policy applies regardless of change of mind, incorrect order selection, or unused products.

3. Coffee Products Exception

Coffee products (e.g. beans, capsules, drip bags) may be eligible for return or replacement only if:

• The item is unopened and unused, and

• A request is made within 48 hours of receiving the product

Approval is subject to inspection and confirmation by Pronto1926.

4. Store Credit Policy (Refunds)

We do not provide cash refunds.

Where a valid claim is accepted, Pronto1926 will issue a store credit equivalent to the value of the affected item.

Store credit:

• Will be issued via [voucher code / account credit / WhatsApp confirmation]

• Is non-transferable

• Must be used within 90 days from issuance

• Cannot be exchanged for cash

Store credit issued will exclude any delivery charges paid for the order.

5. Valid Refund / Credit Claims

Store credit may be issued only under the following circumstances:

a) Incorrect Order

• Item received is different from what was ordered

b) Quality Issues

• Product is spoiled, damaged, or not fit for consumption at the time of delivery

c) Missing Items

• Item paid for but not delivered

6. Claims Process

To submit a claim:

1. Contact us within 24 hours of receiving your order

2. Provide:

   • Order number

   • Clear photos of the product and packaging

   • Description of the issue

Claims submitted after 24 hours may not be accepted.

7. Rejection of Claims

We reserve the right to reject claims in cases where:

• The product has been partially or fully consumed

• The issue is due to improper storage or handling by the customer

• No supporting evidence (e.g. photos) is provided

• The request is made beyond the stated timeframe

8. Storage & Handling Responsibility

Once the order has been delivered or collected:

• Customers are responsible for proper storage (e.g. refrigeration where required)

• Pronto1926 is not liable for quality issues arising from improper handling after delivery

9. Delivery Issues

If delivery is affected by incorrect information provided by the customer (e.g. wrong address, unavailable recipient), refunds or credits will not be issued.

10. Discretion Clause

All refunds in the form of store credit are issued at the sole discretion of Pronto1926 after review of each case.