Return Policy

1. Overview

At Prozelonghex, we want you to be completely satisfied with your purchase. This Return Policy explains your rights regarding returns and refunds for products purchased through our website prozelonghex.ddd.

We comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which provide you with statutory rights when purchasing goods online.

2. Your Statutory Rights

As a consumer, you have statutory rights under UK law. Nothing in this policy affects these rights. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

3. Our Return Period

In addition to your statutory rights, we offer a 30-day return period for unopened products. This means you can return any unopened and unused product within 30 days of delivery for a full refund of the product price.

4. Conditions for Returns

4.1 Eligible Returns

To be eligible for a return under our 30-day policy, your product must be:

• In its original, unopened packaging
• Unused and in the same condition as received
• Accompanied by proof of purchase (order confirmation email or receipt)
• Returned within 30 days of delivery

4.2 Non-Returnable Items

For health and safety reasons, the following items cannot be returned under our 30-day policy (though your statutory rights still apply):

• Products that have been opened or unsealed
• Products that show signs of use or tampering
• Products that have been improperly stored

4.3 Statutory Returns (Within 14 Days)

If you exercise your statutory right to cancel within 14 days, you may return opened products. However, you may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

5. How to Request a Return

To initiate a return, please follow these steps:

1. Contact Us: Email us at contact@prozelonghex.world with your order number, date of purchase, and reason for return
2. Receive Authorization: We will respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number
3. Package Your Return: Securely package the product in its original packaging (if possible) and include the RMA number
4. Ship the Return: Send the package to the address provided in your return authorization
5. Receive Refund: Once we receive and inspect your return, we will process your refund

6. Return Shipping

6.1 Customer-Initiated Returns

If you are returning a product for reasons other than our error (e.g., change of mind), you are responsible for the return shipping costs. We recommend using a tracked shipping service to ensure safe delivery.

6.2 Defective or Incorrect Items

If you received a defective, damaged, or incorrect product, we will cover the return shipping costs. Please contact us immediately upon discovering the issue, and we will provide a prepaid shipping label.

6.3 Return Address

Returns should be sent to the address provided in your Return Authorization email. Please do not send returns without first obtaining an RMA number, as this may delay processing.

7. Refunds

7.1 Refund Processing

Once we receive your return and verify it meets our return conditions, we will process your refund within 14 days. The refund will be issued to the original payment method used for the purchase.

7.2 Refund Amount

Your refund will include:

• Product Price: Full refund of the product price for eligible returns
• Original Shipping: Refunded only if returning the entire order or if the return is due to our error

Return shipping costs paid by you are not refundable unless the return is due to our error.

7.3 Refund Timeline

After we process your refund, please allow:

• Credit/Debit Cards: 5-10 business days for the refund to appear on your statement
• PayPal: 3-5 business days
• Other payment methods: Processing times may vary

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different item, please return the original product for a refund and place a new order for the desired item.

9. Damaged or Defective Products

If you receive a product that is damaged, defective, or not as described, please contact us within 48 hours of delivery. We will:

• Arrange for a replacement at no additional cost, or
• Issue a full refund including original and return shipping costs

Please retain all packaging materials until your issue is resolved, as we may request photographs of the damage for our records.

10. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account or credit card statement again
2. Contact your bank or credit card company, as processing times may vary
3. If you've done both and still haven't received your refund, please contact us

11. International Orders

For international orders, the same return policy applies. However, please note:

• You are responsible for return shipping costs
• We are not responsible for customs duties or taxes on returned items
• International returns may take longer to process

12. Cancellations

12.1 Before Shipment

If you wish to cancel your order before it has been shipped, please contact us immediately. If we can stop the shipment, we will issue a full refund including any shipping charges.

12.2 After Shipment

If your order has already been shipped, you will need to follow the standard return process once you receive the package.

13. Abuse of Return Policy

We reserve the right to refuse returns or limit future purchases from customers who we reasonably believe are abusing our return policy. This includes, but is not limited to:

• Excessive returns that suggest use rather than genuine dissatisfaction
• Fraudulent return claims
• Returns of products that have been clearly used or tampered with

14. Changes to This Policy

We may update this Return Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your purchase will apply to that purchase.

15. Contact Us

If you have any questions about our Return Policy or need assistance with a return, please contact us:

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM GMT, and we aim to respond to all inquiries within 2 business days.