Refund policy
Faulty, Damaged, or Incorrect Items
If your item arrives defective, damaged, or incorrect, please contact us within 7 days of receiving your order at hello@prosefulshop.com, including clear photo evidence of the issue.
We will review your request and determine whether you are eligible for a replacement, partial refund, or full refund.
If approved, we will provide return instructions and, where applicable, a prepaid return label. Items sent back to us without prior approval will not be accepted.
Change of Mind & Cooling-Off Period (UK & EU Customers)
Under UK and EU consumer law, customers purchasing online are entitled to a 14-day cooling-off period.
This means you have 14 days from the date you receive your order to notify us that you wish to cancel for any reason.
To start a return, please email hello@prosefulshop.com with your order number. You then have a further 14 days from the date of cancellation to return the item to us.
To qualify for a refund:
- The item must be unused, undamaged, and in its original packaging.
- You must include proof of purchase.
- Return shipping costs for change-of-mind cancellations are the responsibility of the customer.
- If the returned item shows signs of use, damage, or handling beyond what is reasonably necessary to inspect the product, we may make a deduction from the refund to reflect the loss in value, as permitted by law.
Incorrect Size or Design Ordered by Customer
If an incorrect size or design was selected when placing your order, this will be treated as a change-of-mind return. You are welcome to return the item under the 14-day cooling-off period, provided it remains unused and in original condition.
Return shipping costs will be the responsibility of the customer.
We strongly encourage you to double-check your device model before placing your order to ensure a perfect fit.
Exchanges
We offer exchanges subject to stock availability. If the original design purchased is no longer available at the time we receive your return, you may choose an alternative design of equal value or receive store credit for future purchases.
If your return qualifies for a refund under the 14-day statutory cancellation period, you may instead request a refund in accordance with your statutory rights.
Non-Returnable Items
We are unable to accept returns or refunds for:
- Used or opened items that are no longer in resaleable condition
- Sale items or gift cards
- Custom or personalised products
Refund Process
Once we receive and inspect your return, we will notify you of the outcome.
Approved refunds will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@prosefulshop.com.