Returns & Refunds
We want you to love your Proma products. If something's not quite right, here's
everything you
need to know about returns and refunds.
Change of Mind
You can return your order within 30 days of the date you received it
To be eligible, your product just needs to be unopened or only lightly used, and returned in its original
packaging along with your proof of purchase. Simply reach out to us via our contact page within 30
days of
receiving your order, and our team will take care of the rest!
Please note, we do not cover the return shipping costs, and we are only able to refund the cost of the
product
itself, rather than the original delivery fee. We recommend that you return the product via registered
post, and
that you pre-pay all postage. You assume any risk of loss, theft, or damaged goods during transit, and
therefore
we advise you to insure your parcel.
A couple of things change-of-mind returns don't cover:
- Discontinued items
- Products bought as part of a discounted set or bundle - sets need to be returned in full, as we
can't refund
individual items from a bundle
Faulty or Damaged Products
If your product arrives faulty, damaged, or isn't doing what it's meant to, we'll sort it out - even if
it's
been opened or used.
Get in touch via our contact page within 30 days of noticing the issue, and include your order or receipt
number.
From there, we might ask a few questions about what's gone wrong, or ask you to send the product back to
us.
If the product is confirmed faulty or damaged, we'll cover the cost of getting it back to us. If it
turns
out the product isn't faulty or damaged, you'll be responsible for the return shipping costs.
How Refunds Work
Refunds cover the product only - we're not able to refund the cost of shipping your order Once we've
received and checked your return, we'll process your refund to your original payment method within 10
business days. Note, the process for PayPal orders may vary
Bought From an Ambassador?
If you purchased your product through one of our ambassadors, your return needs to go through them,
not us directly. They'll get in touch with us to arrange a replacement on your behalf.
Questions? Visit our contact page any time
- we're happy to help!
