Returns & Refunds Policy

Overview

We want every order to match what was shown on the product page — correct SKU, batch, and expiry. This policy explains returns, claims, and refunds.

Return window

• Unopened items: return within 14 calendar days of delivery.
• Damaged, wrong batch/expiry, or incorrect items: report within 48 hours of delivery with photos and your Order ID.

Non-returnable items (hygiene)

Opened or unsealed hygiene-sensitive consumables cannot be returned — including gloves, dressings, masks, and sterile packs once the seal is broken. This protects patient and staff safety.

• Opened sterile products.
• Personal care items with broken hygiene seals.
• Short-dated clearance lots (unless defective).

Batch & expiry claims

If the batch or expiry on delivery does not match the product page at time of order, contact us immediately. We replace or refund at no cost — batch traceability is core to how we operate.

Damaged shipments

Report visible transit damage within 48 hours with photos. We arrange replacement or refund including return logistics where needed.

How to start a return

1. Find your Order ID on My Orders.
2. Email hello@pontavivo.com with Order ID, SKUs, reason, and photos if applicable.
3. We respond within 1–2 business days with return instructions.

Refunds

Approved refunds are processed within 5–7 business days to the original payment method or as account credit for invoice customers.