Refund policy
Refund & Return Policy
Prysm Lux
We want you to shop with confidence. If something isn’t right with your order, please contact us so we can help.
1. 14-Day Returns
We accept return requests for eligible products within 14 calendar days after delivery.
To qualify for a voluntary return, the item must be:
- Unused, unworn, and in its original condition.
- Returned with its original packaging and included accessories.
- Accompanied by proof of purchase or an order number.
To request a return, email prysmlux@gmail.com within 14 days of delivery, including your order number and reason for returning the item.
Please wait for return authorization and instructions before sending anything back.
2. Wrong Ring Sizes
If you ordered the wrong ring size, you may request a return within 14 calendar days after delivery, provided the ring is unworn, unused, undamaged, and otherwise eligible for return.
Customers are responsible for return shipping costs when they selected the incorrect size.
Once your return is approved and processed, you may place a new order for the correct size, subject to availability.
If Prysm Lux sent a ring size different from the size you ordered, we will treat it as an incorrect item rather than a change-of-mind return.
3. Items Not Eligible for Voluntary Returns
The following items are excluded from voluntary returns:
- Personalized, engraved, or custom-made jewelry.
- Earrings or other pierced jewelry that has been worn or used, for hygiene reasons.
- Jewelry showing signs of wear, customer-caused damage, or alteration after delivery.
- Gift cards, if offered.
These exclusions do not affect rights provided by applicable consumer protection laws.
4. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible, preferably within 30 days of delivery.
Email prysmlux@gmail.com with your order number, a description of the issue, and photographs or video where reasonably available.
We will review the issue and provide an appropriate remedy, which may include a replacement, repair, or refund, consistent with applicable law.
The voluntary 14-day return window does not restrict your legal rights concerning defective, misdescribed, or incorrectly supplied products.
5. Return Shipping Costs
Change-of-mind and wrong-size returns: Customers pay return shipping costs.
Damaged, defective, or incorrect items: Prysm Lux covers reasonable return shipping costs when a return is required, subject to applicable law.
We will provide return instructions and the appropriate destination after reviewing your request.
Do not send returns to the address shown on your original shipping label unless instructed.
6. Refund Processing
Once an authorized return is received and inspected, we will notify you of the outcome.
Approved refunds are generally issued to the original payment method within 10 business days of approval. Additional processing time may be required by your payment provider.
Original shipping charges for voluntary returns are generally non-refundable, except where required by law.
7. Exchanges
If you would like a different size or style, please contact us within the 14-day return window.
Direct exchanges are subject to availability and may not always be possible. Where a direct exchange is unavailable, an eligible return and a new purchase may be arranged.
8. Order Cancellations
Contact us immediately if you need to cancel an order.
We will attempt to cancel orders before processing or fulfillment begins. Once an order has been processed or shipped, cancellation may no longer be possible.
Applicable statutory cancellation rights remain unaffected.
9. Lost or Undelivered Orders
If your order has not arrived by the promised delivery date, please contact us so we can investigate.
If tracking shows an order as delivered but you have not received it, contact us for assistance.
We will review delivery issues and provide appropriate remedies consistent with applicable law.
10. Contact Information
Prysm Lux
Email: prysmlux@gmail.com
Website: https://prysmlux.com
We aim to respond to customer support inquiries within 2 business days.
11. Consumer Rights
Nothing in this policy excludes, restricts, or replaces any non-waivable consumer rights or remedies under applicable Canadian or United States consumer protection laws.