Returns & Exchanges
1. CANCELLING AN ORDER
You may cancel your order while it is still pending, that is, if it has not been packaged or if it has not left our warehouse yet.
To cancel an order, you must access your personal account. Click "See my account" in the Login window, where you will see a summary of your account. At the top of the screen you will be able to access your last orders. If the order you wish to cancel is marked pending, click the "cancel" button on the order line.
2. RETURNS
If you have already received your order and it has a certain problem or if -for any reason- you are not satisfied, you can return it in 14 days from the date of reception as long as the product(s) is/are new, complete and inside the original package. The item(s) must not be damaged, changed or broken. Incomplete, damaged or used goods will not be accepted for return.
If the return does not respect the above-mentioned conditions, the customer will not have the right to receive any refund and we will suggest him to have the product(s) back with the next order. If the customer rejects this option but would like to recover the item(s), he will have to agree on a date with a delivery company to pick the item(s). He will also have to pay the costs.
To exercise your right of return, please contact our Customer Service and specify the order number, description or reference number of the product you wish to return, your address and a collection date. This service is available from Monday to Friday, from 9:00 am to 6:00 pm. Please take note that it is impossible to schedule a specific time, you can only choose the day.
Collection is free if the reasons for the return are responsibility of Prozis. If the reason for the return is that you changed your mind or that you made a wrong order, the collection costs will be discounted from the refunded value.
3. EXCHANGING ITEMS
We only exchange sizes or colours of clothes in accordance with the above-mentioned Terms and Conditions. If for some reason it is not possible to exchange a certain item, we will refund its value.
4. REFUND METHODS
Prozis will do everything in its power to refund the customer as soon as possible within 15 days of the arrival of the returned product at our warehouse.
If you paid by credit card, the refund will be made to the same credit card and will appear on your next bank statement.
If you paid by PayPal, you will be refunded to your PayPal account and the funds will be immediately available.
5. SHIPPING COSTS REFUND
We will refund shipping costs of orders returned due to the liability of Prozis, e.g. defective products or in case the order received is not the one placed by the customer.
We would also like to inform you that shipping costs will not be refunded if only one product of a multiple-product order is defective.
When the return of an order is responsibility of the customer, this return and the corresponding shipping costs will be subtracted from the amount to be refunded.
