Refund policy

Returns & Refunds

At Prunza, your satisfaction is our priority. We offer a 30-day return policy — if you're not completely happy with your purchase, you have 30 days from the date of delivery to request a return. This applies to all orders, including promotional and discounted items.

Eligibility

To be eligible for a return, your item must be unused, in its original condition and packaging, and accompanied by proof of purchase. Please ensure the product has not been assembled or used, as we are unable to accept returns on opened or used items.

How to Start a Return

To initiate a return, please contact our customer support team at tiendaprunza@gmail.com with your order number and reason for return. Our team will respond within 1–2 business days with further instructions and a return authorisation.

Please do not send items back without prior authorisation, as they will not be accepted.

Damages and Issues

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately at tiendaprunza@gmail.com with photos of the issue. We will assess the situation and arrange a replacement or full refund at no extra cost to you.

Non-Returnable Items

The following items are not eligible for return: items that have been used or assembled, and items without original packaging. Gift cards are also non-refundable.

Exchanges

We currently do not offer direct exchanges. If you'd like a different product, please return the original item and place a new order once your return has been approved.

Refunds

Once we receive and inspect your return, we will notify you of the outcome via email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or card provider.

Australian Consumer Law

Our return policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any rights you may have as a consumer under applicable Australian legislation.

For any questions, please contact us at tiendaprunza@gmail.com. We're happy to help.