Política de reembolso
At Prolory, every product is made to order and customized according to each customer's specifications. Due to the nature of our products, our Refund & Return Policy follows strict criteria to ensure transparency and protection for both our customers and our company.
Returns
As our products are custom-made and produced on demand, we do not accept returns except in the following situations:
- Manufacturing defects: If the product has a structural issue that prevents it from being used properly.
- Order errors: If the item received is different from the one ordered (incorrect model, color, or design due to an error on our side).
Customers must notify us within 7 calendar days of receiving their order by contacting contactprolory@gmail.com.
Please include:
✔ Order number
✔ Photos of the product and the identified issue
✔ A detailed description of the problem
Our team will review each request and, if approved, we will replace the item at no additional cost.
Exchanges
As every product is unique and customized according to customer specifications, we do not offer exchanges due to personal preference (for example, changing the color, design, or quantity after receiving the product).
If you wish to modify an order that has already been placed but has not yet entered production, you must contact us within 24 hours of purchase confirmation. After this period, changes will no longer be possible.
Refunds
In approved cases involving defective products or manufacturing errors, and when a replacement is not possible, a partial or full refund may be issued depending on the situation.
Refunds will be processed using the same payment method used for the original purchase within 7 to 10 business days after the refund request has been approved.
Shipping costs are non-refundable unless the error was the responsibility of Prolory.
Cases Where Refunds Are Not Accepted
Refunds will not be issued in the following situations:
- The product was manufactured correctly according to the specifications provided by the customer.
- The customer changes their mind after receiving the product.
- The product has been used, handled incorrectly, or damaged by the customer.
- Delivery delays caused by external factors (for example: customs, strikes, or shipping carrier issues).
- Incorrect shipping information provided by the customer.
⚠️ Customers are responsible for carefully reviewing all order details before completing their purchase.
Contact
If you have any questions regarding this Refund & Return Policy, please contact us at:
Email: contactprolory@gmail.com
Prolory - Shipping from Guimarães, Portugal | VAT Number: PT252218906