Refund & Return Policy

Return Window

You may return eligible items within 31 calendar days of receiving your order. To be eligible, items must be:

• Unused and in the same condition you received them
• In their original, undamaged packaging with all protective materials
• Accompanied by proof of purchase (order number or confirmation email)

How to Start a Return

1. Email us at support@pratelle.com with your order number and the reason for your return.
2. Our team will reply within 24 hours with return instructions and the return address.
3. Pack the item securely in its original packaging and ship it back using a tracked service.
4. Once we receive and inspect your item, we'll confirm your refund by email.

Please do not send items back before receiving return instructions from our team.

Refunds

Once your return is received and inspected, we'll process your refund to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take a few additional days for the funds to appear.

Damaged or Faulty Items

Every mirror is carefully packaged, but if your item arrives damaged or faulty, please contact us within 48 hours of delivery with photos of the item and packaging. We'll arrange a free replacement or a full refund, including any shipping costs — no need to pay for return postage.

Return Shipping Costs

Pratelle covers all return shipping costs.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless faulty:

• Custom or personalised mirrors made to your specifications
• Items marked as final sale or clearance
• Gift cards

Cancellations

You may cancel your order for a full refund at any time before it has been dispatched. Once an order has shipped, it falls under our standard return process above. To cancel, contact us as soon as possible at support@pratelle.com.

Your Statutory Rights

This policy does not affect your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You always retain your legal right to a repair, replacement, or refund for faulty goods.

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