Return Policy
To Return an Item for Exchange, Replacement or Refund:
If you want to successfully file a complaint, or request a return or refund, it is mandatory to follow the steps below. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
1. If the item that you received is defective, it would really help if you would be able to attach a photo documenting the condition of the item that you received. Please send the photos to support@prosegold.com along with a screenshot of the order being processed, or a copy of the original receipt. You can send us the image in any of the following formats (PNG, JPEG, BMP, or GIF; max size 5MB).
2. Once we receive the photos documenting the condition of the defective product, we will process the refund and then send out a confirmation. Please bear in mind that it may take up to 2 business days to receive a response back.
3. After you receive a confirmation, pack the item in the original packaging including the packing slip, apply the shipping label an then send the item back to us. You must return the item within 7 business days of requesting the return. Please make sure to keep the tracking information when you return the item.
4. If you are using an alternative shipping method, which is different from what we used to ship you the item, you should make sure that the tracking is included in order to keep track with the progress.
5. Return the item in the same condition you receive it. For further information, see the Term of Conditions or contact support at, support@prosegold.com
RETURN SHIPPING:
If you are requesting an exchange or a refund, you will have to return the item within 7 business days of requesting the refund. The return shipping costs will be the responsibility of the sender (you) you are allowed to use an alternative shipping arrangement, as long as you include the tracking slip, so we can keep up with the progress of your shipment. This way, we can issue the refund right away.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS: (If Applicable)
If you still haven't received your refund after you received a confirmation, please contact your credit card company, it may take a few business days for the refund to reflect on your account. If the transaction is still not reflected on your account, feel free to contact support@prosegold.com
REFUNDS:
All items returned are easily solved with an exchange or replacement. Refunds will be processed and will include any applicable restocking fees or shipping charges. If you request a refund, we can apply a refund for the product if the product is under any of these conditions.
REFUNDS WILL BE ISSUED UNDER THE FOLLOWING CONDITIONS:
- The item that you received is damaged, missing parts or is effective.
- The packaging is damaged affecting the overall presentation of the product.
- The delivery time exceeds the shipping time given to you with the original purchase receipt.
- A purchase has been made by mistake, the individual should cancel the order in the next 24 hours from purchase.
- The item you received is not as described.
REFUNDS WILL NOT BE PROCESSED FOR THE FOLLOWING:
- You requested a refund on an item that was free/extra with the original purchase.
- You request a refund on an item under the 'Just Pay for Shipping' offers.
- You requested a refund because you did not receive an original receipt. Receipts will be sent out within one hour of placing the order. If you did not receive a receipt within a few hours, please check your 'Spam' or 'Junk' folder. Often, emails will end up in the 'Junk' or 'Spam' folder. Make sure to add it to one of your contacts, to prevent future emails ending in the 'Spam' or 'Junk' folder.
- You did not receive your tracking order in the first hour of your original purchases. Orders have to be processed, assessed, and then shipped. It will take around 5-7 days for a tracking order.
The total refund will consist of the price you paid for the purchase (includes item costs, other charges, sales tax, etc.) and the original shipping costs. If issued a refund, Prose Gold will only refund the fees mentioned above and will not include the shipping fee you paid for returning the item.
Often, refunds take around 10-15 business days to be processed after an item is returned and received. You can always ask us to step in to resolve your issues. For support, please email us at support@prosegold.com
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
EXCHANGES AND REPLACEMENTS:
Prose Gold also offers exchanges and replacements, instead of a refund. If you accept to receive an exchange or replace the item, the item will be equal in value to the original purchase. A replacement is a new item that is exactly the same as the original item in the listing, however, an exchange is a new item that is different than the original item described in the listing, but is equal in value.
You have the option of requesting a replacement or exchanging it. The seller offers replacement, exchanges or refunds.
- If you are unable to return an item because it's unsafe to ship (such as a defective power bank) or is broken beyond repair, then you are entitled to a complete refund or exchange in which the product or item will be replaced in 5-7 business days.
- Prose Gold will ship a new item to you within 5-7 business days, which includes processing time and shipping out the items.
- To receive a refund, please ship the item back within 7 business days of requesting a replacement or exchange. If you don't ship the item back to the seller within 30 days, you will be charged for the cost of a new item.
