Return policies
14 days
Return window from delivery
14 bus. days
Refund after approval
48 hours
Damage report from delivery
↩
How to request a return — 4 steps
1
Contact us within 14 days of delivery — email info@prismi.it with your order number and reason for the return.
2
Receive written authorisation — do not ship anything without written confirmation from our office. We will provide the return address and shipping instructions.
3
Ship the product back — use a trackable or insured service. Pack it in the original or equivalent packaging, unused and undamaged.
4
Receive your refund — after our quality inspection we will approve or reject the return. If approved, the refund is processed within 14 business days using the same payment method.
✓
Return conditions and non-returnable items
✔ Accepted
- Unused, uninstalled, undamaged product
- In the same condition as delivered
- Original or equivalent packaging
- Complete with accessories and documentation
- Request made within 14 days of delivery
✖ Not accepted
- Custom-made or cut-to-size products
- Installed, used or modified products
- Damage caused by improper storage
- Damage post-delivery not attributable to Prismi
- Materials no longer resaleable
📋
Documentation required to initiate a return
- Order number or proof of purchase
- Photos of the product in its current condition
- Photos of the packaging (inside and outside) in case of damage or non-conformity
- Detailed description of the reason for the return
🚚
Return shipping costs
Paid by the customer
In all standard cases. Original outbound shipping costs are non-refundable. For bulky items or pallet returns, use a trackable or insured carrier.
Paid by Prismi
Only when the error is attributable to Prismi (wrong product shipped, confirmed production defect).
Important: Prismi is not responsible for return shipments lost or damaged in transit. Always keep the tracking number.
⚠
Damaged or non-compliant product at delivery
You have 48 hours from delivery to report damage. After this period, replacements or refunds for shipping damage cannot be processed.
Send to info@prismi.it within 48 hours:
- Photos of the damage on the product
- Photos of the external packaging (including any carrier notes)
- Delivery note number (DDT or consignment note)
If the damage is confirmed, Prismi will replace the product or issue a full refund.
For any questions regarding returns and refunds
info@prismi.it