Refunds and Returns

Pronto offers a convenient process for requesting refunds or returns. You can contact us via the support tab on our website, email us at [email protected], or call us. To minimize unnecessary returns, kindly specify your item specific requirements by 8:00 am on the day of delivery to ensure accurate product fulfillment. Our return and refund policy is based on your proactive communication of requirements before the delivery process commences, allowing us to better serve you.


ProShop Items: If you have any issues with your Proshop items, you must request a refund or credit within 7 days of receiving your delivery. If your order is missing items that you were charged for or contains damaged, spoiled or unusable items, please let us know as soon as possible. Refunds are processed immediately, but it may take 5-10 business days for the funds to appear in your bank or credit card account. Refunds cannot be seen in your Pronto account, but any credits will appear in the Credits section and will be automatically applied during checkout on your next order. It’s important to note that refunds are subject to certain conditions.

Pickup & Delivery from Retailer Items: If you have issues with products purchased directly from retailers, you should request a refund from them. If you suspect damage occurred during delivery, we will refund the shipping amount and may be able to provide product-related insurance for a nominal amount depending on the type of damage.

Time: Refunds usually take 5-10 business days to appear in your bank or credit card account, but if you request a refund within 24 hours of receiving your order, you may receive a same-day refund. Same-day refunds won’t appear as separate line items in your bank or credit card statement, but instead, you’ll see an adjustment to the original charge.


ProShop Items: Our ambassadors will be happy to take the return when they visit you next time within 30 days of purchase.

Please note we don’t accept returns of grocery, alcohol, and perishable items due to health-related issues, but you’ll receive a refund without returning these items if they’re covered by our refund policy.

Pickup & Delivery of Retailer Items: For specific return policies related to Pickup & Delivery from Retailers, please check with the retailer as we’re unable to assist you with returns at this time.

Refund of Bottle Deposit

Returning bottles and receiving a refund deposit is easy with Pronto. If you have a delivery scheduled, your ambassador will be happy to accept your bottle returns and issue your deposit refund during the delivery. If you’re not receiving a delivery and would like to return bottles, simply send an email to [email protected] to let us know.