Refund Policy
Return, Refund and Cancellation Policy
Last updated: 20 August 2026
Thank you for shopping with Pronext at mydukaan.io/pronext.
Please read this policy carefully before placing an order. By placing an order with us, you confirm that you have read, understood, and agreed to the terms below.
1. Interpretation and Definitions
"Company" ("We", "Us", "Our") refers to Pronext, operated under the trade name Promix Foods.
"Goods" refers to the peanut-based food products offered for sale on the Website, including but not limited to the 300g pack and 20g sample pack.
"Order" means a request placed by you to purchase Goods from us.
"Website" refers to mydukaan.io/pronext, accessible from https://mydukaan.io/pronext.
"You" means the individual, company, or other legal entity placing or receiving the Order.
2. No Return, No Refund Policy
Pronext products are consumable food items. Once an order is delivered, it cannot be returned or exchanged, and no refund will be issued, for reasons including but not limited to:
- Change of mind after purchase
- Dislike of taste, texture, smell, or flavour
- Personal expectations not being met
- Partial use or full use of the product
- Delay in delivery once the order has been dispatched
This policy exists because our products are perishable, ingestible food items. For hygiene and food-safety reasons, once a pack has left our facility, we cannot accept it back into inventory or resell it — regardless of whether the seal appears intact.
We currently sell only two pack sizes: 300g and 20g (sample/trial) packs. Both are covered by this policy.
3. Order Cancellation
- Orders can be cancelled free of charge within 24 hours of placing the order, provided the order has not yet been shipped.
- Orders cannot be cancelled after 24 hours from the time of placing the order, or once the order has been dispatched — whichever is earlier.
- If a cancellation request is made after this window (where dispatch has not yet occurred but the 24-hour period has passed), a cancellation fee of 10% of the order value will be deducted from any refund issued, to cover packaging, processing, and transaction costs already incurred. (Adjust this percentage to whatever actually covers your costs — 10% is a placeholder.)
- Once an order has been shipped, it cannot be cancelled under any circumstances.
To request a cancellation within the eligible window, email us at [care@pronext.in] with your Order ID and reason for cancellation.
4. Exceptions — Defective, Damaged, or Incorrect Items
We do not accept returns for reasons of taste or preference. However, we want every customer to receive what they actually ordered, in good condition. A replacement (not a cash refund) will be considered only if all of the following are met:
- The product received is visibly damaged, spoiled, or materially different from what was ordered (e.g., wrong flavour, wrong pack size, torn/leaking pouch on arrival), or the pouch is short of quantity on arrival.
- You notify us within 24 hours of delivery at [care@pronext.in], with your Order ID.
- You provide clear photo or video evidence of the issue, showing the sealed pouch, the label, and the specific defect. An unboxing video is strongly recommended and may be required.
- The product is unused and unopened.
Claims submitted after 24 hours, without photo/video evidence, or for opened/used packs, will not be eligible for replacement or refund. We reserve the right to reject any claim that appears inconsistent, unverifiable, or inconsistent with our packaging and quality-control records.
Where a claim is approved, we will offer a replacement of the same item. Refunds in place of replacement are at our sole discretion and are not guaranteed.
5. Fraudulent or Repeated Claims
Pronext reserves the right to refuse any replacement, refund, or future order from any customer who:
- Submits repeated or inconsistent damage/defect claims across multiple orders
- Provides evidence that appears edited, staged, or inconsistent with our packaging
- Attempts to claim a replacement for a used or partially consumed product
- Engages in any other conduct we reasonably believe to be an attempt to misuse this policy
We maintain internal records of all claims, evidence submitted, and order history to identify such patterns.
6. Non-Returnable by Law
In addition to the above, applicable consumer protection law does not require sellers to accept returns of goods that are, by their nature, not suitable for return once delivered — including perishable and consumable food items. This policy is consistent with that principle.
7. Contact Us
For cancellation requests (within 24 hours) or eligible defect/damage claims (within 24 hours of delivery, with evidence):
Email: care@pronext.in Response time: We aim to respond within 1 business days.