RETURN POLICY

GENERAL TERMS

Returned merchandise

All returns or exchanges must be authorized in advance by PRUNO and be assigned a return number. Any customer wishing to return or exchange an item must make a request by email within 30 days of the date of purchase and will receive an acknowledgement of receipt by email with their return number.

No returned merchandise will be accepted and no refund will be issued without a return number.

Deadline : No returns will be accepted after 30 days from the invoice date. 

Inspection of the goods : Any returned merchandise will be inspected by PRUNO. Returns will only be accepted if the merchandise is unused and still in its original packaging. Returned merchandise will be accepted at the sole discretion of PRUNO.

Shipping fees : Any and all costs incurred for the return of merchandise are at the expense of the client. 

Non-exchangeable and non-refundable items

No return or exchange will be accepted if the merchandise has been used, repaired, modified or damaged by the client or any unauthorized third party, or damaged during transport. 

Only regular priced items may be refunded. Unfortunately, sale items are not refundable.

Under no circumstances can discontinued products, special orders, or custom-made and non-standard products be returned or exchanged. 

Gift cards are not refundable.

Exception cases

There are certain situations where a partial refund could be granted, after prior agreement and at the sole discretion of Pruno:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

RETURN OR EXCHANGE PROCEDURE

Returns and exchanges

1.   Contact us by email at info@pruno.ca to request a return or exchange from Pruno. You must provide us with an attached receipt or proof of purchase so that we can assign you a return number.

2. You will receive a return number by email. You must identify any returned merchandise with this number. Any merchandise that has not previously been approved by Pruno under this return number will not be accepted.

3.   Ship your item to us at 1540, 25e avenue, St-Prosper, QC, G0M1Y0, Canada. You must include the return number in the packaging. It is possible to print the acknowledgement of receipt email showing your return number and place it in the box or envelope.

Do not return your purchase until you have contacted us.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange or refund.

As soon as your request is approved, your refund will be processed and a credit will automatically be applied to your original method of payment. For an exchange request, we will contact you by email with the terms for exchange.

Late or missing refunds

If you have not yet received your refund:

• First check your bank account again.
• Then contact your credit card company, as it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time required before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at info@pruno.ca mentioning your return number.

Contact us if the purchase was charged to your account.

Shipping returns

To return a product, you must mail it to the following address:

PRUNO

1540, 25e avenue

St-Prosper, QC,

G0M1Y0, Canada

Shipping costs for returns and exchanges are at the customer's expense.

Shipping costs paid by the customer on the initial order are non-refundable. If Pruno had covered shipping costs on your initial order and you receive a refund, those costs will be deducted from your refund.

If you are shipping an item over $ 75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. No refund will be issued if we do not receive the item.