Refund Policy
Refund Policy
If you receive the product and it does not meet your expectations you have 60 days to notify us and we will make a replacement.
If you receive the product and it does not have any defect or any damage, you will have to send the item to our headquarters in Sauna tn 4-6, Muraste Kula, 76905, Estonia. The customer will be responsible for the shipping costs. The shipment must be traceable.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/DAMAGED?
Did you receive a defective product or the wrong product?
Please contact our customer service team (Contact page) to initiate the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the defective product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be asked to include a video or photo of the defective product as proof for refund or replacement of the product.
In the event that a product arrives defective or damaged, we offer two possibilities:
Replacement of the item:
We will proceed to manufacture a new item and send it to the customer completely free of charge in accordance with the deadlines set out in the shipping policy.
Refund:
The customer will have to send the item to the address provided by the support team. After receiving and checking that the item is defective, the refund will be made. The cost of shipping to our headquarters will not be refunded.
WHAT HAPPENS IF I RECEIVE AN ITEM IN A DIFFERENT COLOR THAN ORDERED AND I HAVE PAID THE EXTRA?
As this is an extra feature. In case of stock shortage of some of the colors, Promisera reserves the right to ship the item according to the products in availability, being only refundable the extra for the color selection.
HOW LONG DOES THE RETURN PROCESS TAKE?
Returns can take up to 14 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping costs.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank if you have questions about when your account will be credited.
If you have not yet received a credit for your return, here's what to do:
Contact your bank or credit card company. It may take some time for the refund to post to your account.
HOW DO I EXCHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to change or cancel your order. Be sure to provide your order number and the change you wish to make and we will confirm once the change has been made. Please note that orders that have already been packaged or shipped cannot be modified or cancelled.