Ponlecanas Rewards Return Policy

Ponlecanas offers a rewards catalog where seniors can exchange their earned Silvers for products or experiences provided by partner organizations. This policy explains how returns, exchanges and issues with orders are handled.

1. Orders and Redemption

Rewards in the Ponlecanas catalog are obtained by redeeming Silvers accumulated through participation in the platform. Once an order is confirmed, the corresponding Silvers will be deducted from the user’s account.

2. Return Eligibility

• The item received is damaged or defective.
• The wrong item was delivered.
• The reward cannot be fulfilled by the partner provider.

Return requests should be submitted within a reasonable period after receiving the item.

3. Return Request Process

To request a return or report a problem with an order, users should contact the Ponlecanas support team and provide:

• Order identification
• Description of the issue
• Supporting information such as photos if applicable

4. Refunds and Exchanges

• Replacement of the reward item
• Return of the corresponding Silvers to the user account
• Alternative reward options if available

5. Non-Returnable Rewards

Certain rewards may not be eligible for return once redeemed, especially digital items, vouchers or experiences that have already been activated or used.

6. Partner Providers

Some rewards are fulfilled by external partner organizations. In these cases, return conditions may depend on the policies of the partner provider.

7. Support

If you have questions about your order or need assistance with a return request, please contact the Ponlecanas support team through the platform.