At Pros & Promise, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help.
Returns
We accept returns within 30 days of the delivery date.
To be eligible for a return, your item must:
- Be unused and unworn
- Be in its original condition
- Include all original tags and packaging
- Be accompanied by proof of purchase or your order number
Items that do not meet these conditions may not be eligible for a refund.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Final sale or clearance items
- Personalized or custom-made products
- Items showing signs of wear, washing, or damage caused by the customer
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or credit card provider may require additional time to process the refund.
Original shipping charges are non-refundable unless the return is due to our error or a defective item.
Exchanges
We only replace items if they arrive damaged, defective, or if you received the wrong product.
If you need an exchange, please contact us within 7 days of receiving your order.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 7 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
We will review your request and arrange a replacement or refund when appropriate.
Return Shipping
Customers are responsible for return shipping costs unless:
- The wrong item was shipped
- The item arrived damaged or defective
- The return is due to an error made by Pros & Promise
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
Order Cancellations
Orders may be canceled only before they have entered production or shipping.
If your order has already been processed or shipped, it cannot be canceled and must follow our return process after delivery.
Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
If you still have not received your refund after these steps, please contact us.