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Refund policy
We have a 14-day return policy; this means you have 14 days after receiving your product to request a return. In short, after the product reaches your address, you can open a return request within 14-day. If you are not satisfied, we will refund you all your money. We will also send you a free return label providing it was a mistake at our end so you can return the product to us free of charge. However, if you simply changed your mind you will be asked to return the product unopened in its original condition or simply contact our customer support team to arrange this at a flay rate for you.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us via our Contact page. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question via our Contact page.
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Please read the following items carefully before submitting your refund or exchange request:
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1. You can return your product unconditionally within 14 days after it reaches you. (The 14-day period starts the day after the product is delivered to you. For example, you can return the product that was delivered to you on the 1st of the month, on the 15th of the month at the latest.)
2. If the product has not been shipped to you yet, you can cancel your order immediately. You will be refunded as soon as possible to the payment method you have used.
3. If you want to return the product within the 14 days, you must send it to our warehouse in its original packaging unopened. Returns of products with damaged packaging or missing items are not accepted. Where necessary, we may request a photo of the product and packaging before sending you a free return label. If the product is flawless in this photo, we will accept your return and start the return process.
4. If the product has been shipped, you must receive the product. You can return the product within 28 days of receipt. Please let us know your return request via our contact form. The shipping costs for returning the product are your responsibility. After the product reaches our warehouse, You will receive a refund equal to the amount you paid for the product. Refunds will be made to the payment method you used. In some cases, due to banks, the refund can be transferred to your account within 7-14 business days.
5. If the product is defective and you want an exchange, please let us know. We may request the old product from you for replacement. In this case, we will send you a free return label. When we receive the old product, we will send you your new product.
6. However, if you request a return or refund because the product is defective in the first 14 days after the product reaches you, you have to prove that the product is defective. We may request a video from you for this. Or we may ask you to send the product to our warehouse. In this case, the cost of sending the product to our warehouse belongs to you. After the product arrives at our warehouse, we either return the product value or send you a new product after the necessary inspection is made.
7. All your cancellation / refund / exchange requests are responded to by our customer service via e-mail within 24 hours. Please follow the e-mails from us carefully and do not forget to check your SPAM folder.
Please notify us of your return / exchange / cancellation, taking into account the above information.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Praslin Group LLC
8032 Philips Hwy, Jacksonville, FL 32217
PHONE: +17864515252
MAIL: info@praslincare.com