Refund policy
RETURNS & REFUNDS
We want you to be happy with your PRIVARE purchase. This policy explains your rights and how returns, refunds, damaged products and cancellations are handled.
14-Day Right of Withdrawal – EU Customers
If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days after receiving your order, without giving a reason.
To exercise your right of withdrawal, please contact us within 14 days of receiving your order and clearly state that you wish to withdraw from the purchase.
After notifying us, the product must be returned in accordance with the return instructions we provide. Please do not send products directly to our manufacturing or fulfilment partners unless we specifically instruct you to do so.
Products should be returned in substantially the same condition in which they were received. You may inspect the product as you would reasonably do in a physical store, but you may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the product.
Unless otherwise required by applicable law or the item is faulty, damaged or incorrect, the customer is responsible for the direct cost of returning the product. Please contact us before returning any item.
Personalised and Custom-Made Products
The statutory right of withdrawal may not apply to products that are made according to your individual specifications or are clearly personalised, such as products featuring a name, photograph, custom text or other design specifically requested by you.
A standard PRIVARE product is not treated as personalised merely because it is produced after an order is placed.
Damaged, Defective, Misprinted or Incorrect Products
If your product arrives damaged, defective or misprinted, or you receive the wrong product, please contact us as soon as possible and provide your order number and clear photographs showing the issue.
Once the issue has been reviewed, we will provide an appropriate remedy in accordance with applicable consumer law, which may include replacement, repair, price reduction or refund.
Sizing
Please review the size guide on the relevant product page before ordering. If you are exercising a statutory right of withdrawal that applies to your purchase, selecting an incorrect size does not remove that right. Personalised products may be subject to different rules as described above.
Cancellations and Order Changes
Orders may enter production shortly after they are placed. If you need to change or cancel an order, please contact us as soon as possible.
Where Shopify provides an online cancellation or withdrawal function, eligible customers may also use that function.
Once production has started, we may not be able to make changes to an order. This does not affect any statutory rights that apply to your purchase.
Refunds
Where a withdrawal or refund is accepted, refunds will be issued to the original payment method. Where required by applicable consumer law, standard outbound delivery charges will also be refunded.
For an EU statutory withdrawal, we may withhold reimbursement until we receive the returned goods or evidence that the goods have been sent back, where permitted by law.
Processing time after a refund has been issued may vary depending on your bank or payment provider.
Lost Packages
If your order appears to be lost in transit, please contact us with your order number so that we can investigate the shipment with the relevant fulfilment or delivery partner.
Consumer Rights
Nothing in this policy limits or excludes any mandatory consumer rights available to you under applicable law.