Terms & Conditions
RETURNS & REFUNDS
WHAT IS THE RETURNS, EXCHANGE AND REFUNDS POLICY?
We will accept returns for change of mind on products purchased online within 5 days from date of receipt if faulty. Special conditions apply for Bundles and Subscription orders (please see below). You can register your intention to return by contacting our Customer Service team on info@pranachai.com who will take you through the process and provide you with information on how to return.
You can then return the goods to us by using the Prana address.
Prana Customer Service
U2/8 Kembla St
Cheltenham 3192
VIC Australia
CAN I RETURN AN ITEM TO A RETAIL STORE?
NO, goods can only be returned to Prana if purchased from www.prana.com
Prana goods purchased from retail stores need to be returned to the store from which those goods were purchased.
HOW CAN I RETURN FAULTY PRODUCTS?
Prana takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products we would like to help you resolve the problem. In all instances where the product may be faulty, please contact our Customer Service team at info@pranachai.com who will advise and assist with the returns process.
Prana will ensure all costs associated with returning faulty goods, including delivery, is at no expense to you.
WHAT ARE MY OPTIONS WHEN I RETURN AN ITEM BOUGHT FROM WWW.PRANACHAI.COM?
Prana will gladly accept returns for all faulty items and all change of mind items within 5 days of receipt provided those items are accompanied with proof of purchase (which may include the invoice, credit card or other payment statement).
Whether your item was faulty or you’ve just changed your mind, Prana provides two returns options:
Replacement or
Full refund to your account (e.g. credit card,etc)
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by Prana, please allow up to 5 working days for your refund to be processed back to your account.
WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH MY GIFT VOUCHER?
If any product purchased with a Gift Voucher is returned for an exchange or refund, any money refunded will be automatically credited to the original Gift Voucher.
WHO GETS REFUNDED IF I RETURN A GIFT?
The refund will be credited to the original card or account used to purchase the gift.
WHAT IF I WANT TO RETURN A BUNDLE?
Prana will gladly accept returns for change of mind on all products purchased from the Prana website within 5 days from date of receipt and if the goods are faulty. All products within the bundle offer will need to be returned in order for a return or refund to be applied. Proof of purchase of the bundle will also be required.
CAN I CANCEL SUBSCRIPTION ORDERS?
If you want to cancel your subscription, we are happy to do so after the minimum order quantity is reached. The minimum order quantity and how this works is clearly explained in the subscription page.
