At PRESTIGE MART LTD, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. This Refund Policy outlines the conditions under which you may return items and request refunds, the process for doing so, and any exceptions or limitations that apply. We recommend that you read this policy carefully before making a purchase, as submitting an order constitutes acceptance of these terms. Our goal is to make the returns process as straightforward and hassle-free as possible while ensuring fairness to all our customers. If you have any questions about this policy, please do not hesitate to contact our customer support team.
You may request a refund within 30 days of receiving your order. To be eligible for a refund, the item must be unused, undamaged, and in the same condition that you received it. It must also be in the original packaging, with all tags, labels, and accessories included. We reserve the right to refuse a refund if the item shows signs of wear, damage, or use, or if it is not returned in its original packaging. Certain categories of items are exempt from this 30-day refund policy and are described in the Non-Refundable Items section below. Refunds are only available for items purchased directly from our website. Items purchased from third-party sellers or unauthorised retailers are not eligible for refunds through PRESTIGE MART LTD.
The following items cannot be returned or refunded: gift cards and store credit vouchers; downloadable software products, digital content, and electronic licenses; personal care and hygiene items that have been opened or used, including but not limited to cosmetics, skincare products, and intimate apparel; perishable goods such as food, flowers, and plants; customised or personalised products made to your specifications; items marked as final sale or non-returnable at the point of purchase; and magazines, newspapers, and periodicals. Additionally, any item that is returned more than 30 days after delivery is not eligible for a refund. If you are unsure whether your item is eligible for a refund, please contact our support team before initiating a return.
To request a refund, please log into your account on our website, navigate to the "My Orders" section, select the order containing the item you wish to return, and click the "Request Refund" button. Follow the on-screen instructions to complete your refund request, providing details of the reason for the return and the condition of the item. Alternatively, you may contact our support team by email or phone with your order number and details of the item you wish to return. Our support team will guide you through the process and provide you with a Return Merchandise Authorisation (RMA) number if your return is approved. Please do not send items back to us without first obtaining an RMA number, as unauthorised returns may not be accepted or processed.
Once your refund request is approved, we will provide you with instructions on how and where to return your item. You are responsible for paying the shipping costs for returning your item unless the return is due to our error, such as a defective or incorrect item being sent. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance for items of significant value, as we cannot guarantee that we will receive your returned item. Once we receive your returned item, we will inspect it and notify you of the status of your refund within 2 business days. If your return is approved, we will initiate a refund to your original method of payment. If your return is not approved, we will contact you to explain the reason and discuss your options, which may include returning the item to you at your expense.
Approved refunds will be processed within 5 to 7 business days of our confirmation. The time it takes for the refund to appear in your account will depend on your payment provider and may take additional time. For credit and debit card payments, refunds typically take 5 to 10 business days to appear on your statement, although some banks may take longer. For Cash on Delivery orders, refunds will be issued via bank transfer to an account nominated by you, and you will need to provide your bank details to our support team. We are not responsible for delays in refund processing caused by your bank or payment provider. If you have not received your refund after 15 business days from our confirmation, please contact us and we will assist you in tracing the refund.
In certain situations, only partial refunds may be granted. This includes items that are returned with missing parts or accessories, items that show signs of use or wear but are still in sellable condition, items that are not in their original packaging, and items that are returned after the 30-day window but within 45 days of delivery. The amount of any partial refund will be determined at our sole discretion based on the condition of the returned item and the circumstances of the return. We will notify you of the partial refund amount before processing it, and you will have the opportunity to accept the partial refund or have the item returned to you at your expense.
We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product due to a defect, please contact our support team with photos of the defect and your order number. We will assess the issue and arrange for a replacement to be sent to you at no additional cost. If the exact same item is no longer available, we may offer you a similar replacement or a full refund at our discretion. We do not offer exchanges for change of mind or for items that are the wrong size or colour, except where required by UK consumer law. For size or colour changes, you will need to return the original item for a refund and place a new order for the desired item.
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and photographs of the issue. We will investigate the matter and, if confirmed, will arrange for a replacement, repair, or full refund as appropriate. We may ask you to return the damaged or defective item to us for inspection, in which case we will cover the return shipping costs. If the item is damaged in transit, please also retain the original packaging and contact the delivery carrier to report the damage, as this may be required for insurance purposes.
If you have any questions about our Refund Policy or need assistance with a return, please contact our support team by email at support@prestigemartshop.com, by phone at +447576532408, or by post at PRESTIGE MART LTD, Office 1211, 85 Dunstall Hill, Wolverhampton, West Midlands, WV6 0SR, GB. Our support team is available Monday to Friday, 9:00 AM to 6:00 PM, and we aim to respond to all enquiries within 24 hours during business days.