We understand that sometimes a purchase may not meet your expectations. This Return and Refund Policy outlines the process for returning items purchased from praguesouvenir.com. Please read this policy carefully to ensure a smooth return experience.

Return Eligibility

To be eligible for a return, items must be in their original condition, unworn, and unwashed. All tags must still be attached. Items that have been altered or damaged are not eligible for return. If you receive a defective or incorrect item, please contact us immediately for assistance.

Return Request Process

To initiate a return, you must email us at [email protected] within 14 days of receiving your order. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond with instructions on how to proceed with your return. Returns requested after 14 days may not be accepted.

Return Shipping Costs

Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We cannot guarantee that we will receive your returned item, and you will be responsible for any loss or damage during transit.

Refund Processing Time

Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, your refund will be processed within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order for the desired item. This process ensures that you receive the correct item without delay. Remember to follow the return request process outlined above.

Non-Returnable Items

Certain items are non-returnable, including but not limited to personalized or custom-made items. If you have questions about whether an item is returnable, please contact us before making a purchase. We want to ensure you are fully informed about your options.

Contact Information

If you have any questions or concerns regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We aim to respond to all inquiries within 48 hours. Your satisfaction is important to us, and we are here to help you with any issues you may encounter.