Refund policy

1.Statutory Return Windows

1.1 14-Day Cooling-Off Period (Change of Mind)

You have 14 calendar days after receiving your item to notify us you wish to cancel your order for any reason, no fault required. After notifying us, you have a further 14 calendar days to send the goods back to us.

To be eligible for a change-of-mind return, your item must be:

Unworn or unused

In the same original saleable condition

With all original tags attached

In its original undamaged packaging

Accompanied by a valid receipt or proof of purchase, such as your order number

Items that do not meet these conditions may not be eligible for return.

1.2 30-Day Rejection Window (Faulty / Damaged / Wrong Goods)

If goods are defective, damaged on arrival, or incorrect, you may reject them within 30 calendar days after delivery for a full refund or free replacement under the Consumer Rights Act 2015.

2.How to Start a Return

To start a return, please contact us at hello@Prylovan.shop within the applicable legal window.

Please include your order number, the email address used at checkout, and the reason for your return request.

Once we receive your return request, we will provide a return authorization number and detailed return instructions, including how and where to send your package.

Please do not send items back without first contacting us for return instructions. Unauthorised returns may not be accepted.

3.Return Method

Returns are accepted by tracked UK courier post only.

We recommend using a fully tracked shipping service and keeping your return tracking number until your refund has been completed.

4.Return Shipping Costs

Return shipping costs depend on the reason for the return.

Customer Responsibility:

For standard change-of-mind returns, including style preference, ordering the wrong size, ordering the wrong colour, or no longer wanting the item, the customer is responsible for the cost of return postage.

PrylovanResponsibility:

If the item is defective, damaged, or if you received the wrong product, Prylovanwill cover the return shipping cost or provide a prepaid return label when applicable.

5.Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is defective, damaged, or incorrect, please contact us at hello@Prylovan.shop as soon as possible, preferably within 48 hours of delivery.

Please include your order number and clear photos of the item, packaging, and any visible issue. After reviewing the issue, we will help resolve it through a replacement, refund, or other appropriate solution.

6.Non-Returnable Items

The following items are not eligible for return:

Items marked as Final Sale or non-returnable on the product page

Gift cards

Custom-made or personalised items

Items that have been worn, washed, used, altered, damaged by customer, or returned without original tags, packaging or hygiene seals

7.Exchanges

We do not guarantee direct exchanges for all items.

The fastest way to get the item you want is to return the eligible item you already received. Once your return has been processed, you may place a new separate order for the desired item.

For defective, damaged, or incorrect items, please contact us so we can review the issue and provide free replacement if stock is available.

8.Refunds

After we receive and inspect your returned item, we will notify you about the refund status.

If the returned item meets the requirements of this policy, your refund will be processed back to your original payment method within 3–7 working days after inspection.

Please note that your bank, card provider, or payment platform may require additional time to post the refund to your account.

9.Original Delivery Charges

Original delivery fees paid at checkout are generally non-refundable for change-of-mind returns unless the return is due to our error, such as a defective item, damaged item, or incorrect product.

10.Restocking Fee

We do not charge a restocking fee for eligible authorised returns.

11.Return Address

Returns should be sent according to the return instructions provided by our customer support team.

Warehouse Address: Unit 12, Riverside Trade Park, Leeds LS10 1PL, United Kingdom

Please include your order number or return authorization information inside the package so we can identify and process your return quickly.

12.Contact Information

If you have any questions about returns, refunds, damaged items, or exchanges, please contact us:

Brand Name: Prylovan

Website: www.Prylovan.shop

Email: hello@Prylovan.shop

Phone: +44 7792 498734

Business Address:

Carmichael Court, Dundee, Scotland DD3 6LS, United Kingdom

Support Hours (UK Local Time BST/GMT):

Monday – Saturday: 09:00 – 18:00

Sunday: Closed

We aim to respond to customer inquiries within 24–48 working hours.