Exchange and Return Policy

Cancellation, Return, and Exchange Policy

Please review this policy before completing your purchase.

1. Cancellation Request

You can request to cancel your order before it is handed over to the shipping company by contacting customer service. If the order has already been shipped, the return policy outlined below applies.

2. Return or Exchange Period

Returns or exchanges may be requested within 14 days of the order’s receipt, provided that the product is unused, in its original condition, and includes all accessories and the original packaging, along with the order number or proof of purchase.

3. Non-Returnable Products

For health reasons, earrings and piercing products cannot be returned or exchanged once the packaging has been opened or the items have been tried on, unless the product arrives defective, damaged, or does not match the order.

Products that have been used or damaged as a result of misuse will not be accepted. Customized products will also not be accepted unless there is a defect or error on the part of PRONTAG.

4. Cases of Defects or Errors

You can request a return or exchange if:

A product different from the one ordered was delivered.
The product arrived defective or was damaged during shipping.
The order arrived incomplete.
The product did not arrive by the agreed-upon date for reasons beyond PRONTAG’s control.

Please notify Customer Service within 24 hours of receiving a damaged or incomplete product, and send clear photos of the product and packaging.

5. Product Inspection

Returned products are inspected upon receipt. If a defect or error on the part of PRONTAG is confirmed, we will cover the return and replacement fees. If the product is in good condition and the return is for personal reasons, the customer is responsible for shipping fees in accordance with the law and the terms outlined.

6. Refunds

Refunds for accepted electronic payments will be issued to the original payment method used for the order. The refund process begins after the product has been received, inspected, and the return request has been approved.

It may take 10 to 45 days for the amount to appear in the customer’s account, depending on the card-issuing bank and the payment service provider.

For cash-on-delivery payments, the method of refund is agreed upon with the customer after verifying their information.

The refund amount does not include the original shipping charges or return shipping charges if the reason for the return is attributable to the customer, unless otherwise provided by law or the offer.

7. Replacement

Once the replacement request has been approved, the replacement product will be shipped subject to stock availability. Delivery times may vary depending on the customer’s address and the shipping carrier.

8. How to Return a Product

You must contact customer service first to obtain return instructions and the return address. Do not send any products before your return request has been registered and approved.

9. Communication

Email: info@prontag.com
Customer Service Number: +201148889312
Please include your order number and the reason for your request, and attach photos if necessary.