Refund policy
RIGHT OF WITHDRAWAL AND TIMELINES
You have up to 14 days from the delivery date of your order to submit a return request through our website. The right of withdrawal is guaranteed, provided that all instructions outlined in our procedure are followed.
The right of withdrawal applies exclusively to purchases made through this official website. Returns of products purchased from physical retailers or other platforms will not be accepted.
HOW TO SUBMIT A RETURN
Return requests must be submitted exclusively online via the dedicated “REQUEST A RETURN” section.
Once the procedure is completed and your request is approved by our Customer Service, you will receive a confirmation email with the return shipping address and detailed instructions on how to proceed.
Note: Only one return request is allowed per order. After submitting the request and receiving instructions by email, no further changes or additional requests for the same order will be accepted.
CONDITIONS AND SHIPPING COSTS
In all cases, return shipping costs are the responsibility of the customer, except for the following situations:
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Items with obvious defects or damages.
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Other special circumstances, subject to verification and approval by our Customer Service.
In these cases, shipping may be free but must be authorized by our Customer Service.
If you wish to return an order from a country different from the original shipping destination, please contact our Customer Service: all logistical and customs costs will be your responsibility, except where exceptions have been approved.
NON-COMPLIANT RETURNS
PRO-KEDS INTERNATIONAL SRL reserves the right to refuse return requests that do not comply with all the Terms and Conditions.
In such cases, the merchandise will be stored in our warehouse for a maximum of 15 days. Within this period, the customer must arrange collection at their own expense and promptly communicate the details to our Customer Service.
Returns sent without prior approval or via unauthorized shipping methods will not be accepted.
REFUNDS
Once the product integrity has been verified, as per the General Terms and Conditions of Contract, PRO-KEDS INTERNATIONAL SRL will proceed with the refund of the returned items.
Refunds will be issued exclusively to the original payment method used at the time of purchase.
Initial shipping costs for the order will not be refunded, except in exceptional cases previously authorized.
EXCHANGES AND NEW ORDERS
We do not handle direct exchanges for changes in size, color, or model.
If you wish to receive a different item, please follow the standard return procedure and place a new order separately.
CUSTOMER SERVICE
For any questions or assistance, our Customer Service team is available to help. Please contact us for support or clarifications regarding the return process.