Shipping & Returns
Ponlo en Casa invites you to read our Shipping Policies before making any purchase
Our delivery time is between 10 AM and 7 PM from Monday to Friday (There may be some exceptions)
Saturdays and Sundays are not counted as business days*
At the moment only deliveries are made to the following locations:
Province – Havana
Cost – $10.99
Delivery Time – 3 to 5 days (after payment verification)
Delivery time begins to be effective from the moment orders are processed and validated. This process is done manually every day (except non-business days) and with each order we receive to avoid any kind of fraud, we regret any inconvenience this may cause you.
Ponlo en Casa guarantees the delivery of all products in a single attempt (we do not deliver scattered products or for several different days or times). We do not accumulate orders for delivery. We value the time and need of each client.
We are working on extending our delivery range gradually.
If the recipient is not present at the time of delivery, the purchase will not be entered to any other person whose data have not been offered as an alternative at the time of submitting their order. You have the opportunity to add the recipients and necessary information just before completing the order to avoid setbacks.
Orders containing errors in the delivery address and recipient’s details may be retained until the customer is contacted and the information is updated.
The telephone and/or address details of the recipient entered by the customer, may be used by the management team of Ponlo en Casa to coordinate details of the delivery service with the recipient.
The established times for delivery are estimated, not guaranteed. If this requirement is not met, 1 coupon (for single use) will be sent to the affected customer with the discount of up to 10% via email that can be used on their next purchase. Please note that to obtain this coupon there must be an order that has presented delays in delivery.
The recipient must check together with the distributor of Ponlo en Casa that the products and their quantities declared in the invoice match what was received, as well as verify the quality of them. Once signed and accepted delivery no claims are accepted.
You will be notified once your order has been delivered.
There is no minimum purchase on our website.
The shipping fee doesn’t change according to the quantity of products or the cost thereof.
We do not have extra charges in Ponlo en Casa! Exactly, we do not apply additional costs to any products or services we offer on our website.
PONLO EN CASA RESERVES THE RIGHT TO MODIFY THIS DELIVERY POLICY TO OUR DISCRETION
Return & Exchange Policy
Our policy is valid for a period of 3 calendar days from the date of the delivery. We do not offer refunds however you can return the product for an exchange. If the period of 3 days has lapsed since the purchase, we can’t, unfortunately offer you an exchange.
The following criteria must be met to qualify for an exchange:
Product is defective
Product must be unused
Product must not be damaged
In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue an exchange. Perishable goods are completely exempt from being returned.
Proof of purchase
To complete your exchange, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not do an exchange.
Sale and clearance items
Only regular priced items may be exchanged, unfortunately sale or clearance items cannot be exchanged.
In order to return an order, you must contact us first to obtain and include a Return Merchandise Authorization (RMA). Returns will not be accepted without a valid Return Merchandise Authorization.
It is necessary to keep in mind that the products offered for sale are perishable and have an expiration time. Only those that were received in bad conditions will be replaced and for that the client must have proofs that show it as photographs or videos.
If you have any questions about this Policy, please contact us.
This document was last updated on September 9, 2019