Refund Policy

RETURN POLICY / REFUND POLICY
1. GENERAL
At Prismee, our goal is to ensure your complete satisfaction with your purchase. However, due to the personalized nature of our products, we are unable to accept returns or exchanges on custom-made items unless they are faulty or not as described.

If you have received a product that is faulty or not as described, please contact our Customer Service team at support@prismee.co.uk within 14 days of receiving your item.

2. FAULTY OR INCORRECT ITEMS
If you have received a faulty or incorrect item, please contact our Customer Service team at support@prismee.co.uk with your order number, a description of the issue, and photographs of the item.

Upon receipt of these details, we will investigate the matter and, if your item is found to be faulty or incorrect, we will arrange for a replacement item to be sent to you as soon as possible.

3. CANCELLATIONS
As our products are personalized and made-to-order, we are unable to accept cancellations once production has started. If you wish to cancel your order, please contact us as soon as possible and if your order has not yet started production, we will be able to cancel it for you.

4. REFUNDS
Refunds will only be issued for faulty or incorrect items. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment.

5. RETURN SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. When returning items, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

6. CONTACT US
If you have any questions about our return policy, please contact us at hello@prismee.co.uk.