Widerrufsrecht
Thank you for shopping with Prose. We want every customer to shop with confidence and understand clearly how returns, exchanges, and refunds are handled.
This Return and Refund Policy applies to purchases made through Prose.
Return Window
Customers may request a return within 30 days after the order has been delivered.
To be eligible for a return, the item must be:
- Unused, unworn, unwashed, and in the same condition in which it was received;
- Free from stains, odors, signs of wear, damage, or alteration;
- Returned with all original tags, labels, accessories, and packaging, when applicable;
- Accompanied by proof of purchase, such as an order number or receipt.
Returns requested after the 30-day return window may not be accepted.
How to Start a Return
To start a return, please contact us at:
Please include:
- Your full name;
- Your order number;
- The email address used at checkout;
- The item you want to return;
- The reason for the return;
- Photos of the item if the product is damaged, defective, incorrect, or not as described.
If your return is approved, we will provide return instructions. Items sent back without prior authorization may not be accepted.
Return Shipping Costs
For returns due to customer preference, including wrong size selected, change of mind, style preference, or ordering the wrong item, the customer is responsible for return shipping costs.
For returns caused by an error on our part, including defective items, damaged items, or incorrect items received, we will provide a resolution, which may include a replacement, refund, or return instructions at no additional cost to the customer.
We recommend using a trackable shipping service. Prose is not responsible for returned packages that are lost, delayed, or delivered to the wrong address due to the customer’s selected return carrier.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive an item that is damaged, defective, incorrect, or incomplete, contact us at support@proselabel.com as soon as possible and include clear photos of the product, packaging, and shipping label.
We will review the issue and provide an appropriate solution. Depending on the situation, this may include a replacement, refund, store credit, or return instructions.
Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, or incorrect:
- Items that have been worn, washed, used, altered, or damaged after delivery;
- Items without original tags, packaging, or accessories;
- Final sale items clearly marked as final sale at the time of purchase;
- Gift cards;
- Personalized, custom-made, or special-order items;
- Items returned without prior authorization.
This does not affect any rights you may have under applicable consumer protection laws.
Exchanges
We do not guarantee direct exchanges because inventory availability can change quickly.
The fastest way to receive a different item, size, or style is to return the original item, if eligible, and place a new order after your return request has been approved.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used at checkout. Please allow up to 10 business days for us to process the refund after approval.
Your bank, credit card provider, or payment provider may require additional time to post the refund to your account. Prose does not control bank processing times.
Order Cancellations
Orders may be processed quickly. If you need to cancel an order, contact us immediately at support@proselabel.com.
A cancellation is not guaranteed once an order has been processed, packed, shipped, or handed over to the carrier.
Refused Deliveries and Incorrect Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned because of an incorrect address, failed delivery attempt, refusal of delivery, or failure to collect the package, additional shipping fees may apply before the order can be resent. Refund eligibility will be reviewed on a case-by-case basis.
Contact
For questions about returns or refunds, contact us at:
Prose
Email: support@proselabel.com
Address: 412 W 7th St, Clovis, NM 88101, United States of America