Refund policy
Returns
We want you to be happy with your purchase.
If you are not completely satisfied with your order, you may request a return within 15 days of delivery.
To be eligible for a return:
- Item must be unused and in its original condition
- Item must be returned in its original packaging
- Proof of purchase is required
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Earrings that have been worn
- Personalized or custom-made items
- Gift cards
- Clearance or final-sale items
Return Process
To initiate a return, please contact:
Include:
- Order number
- Item(s) being returned
- Reason for return
Our support team will provide return instructions.
Please do not send items back without contacting us first.
Refunds
Once your returned item is received and inspected, we will notify you regarding approval of your refund.
Approved refunds will be issued to the original payment method.
Refund processing times typically range from 5–10 business days, depending on your financial institution.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please include:
- Order number
- Description of the issue
- Photos showing the damage or incorrect item
We will work to resolve the issue as quickly as possible.
Lost Packages
If your package appears lost in transit, please contact us.
We will work with the shipping carrier to investigate and determine an appropriate resolution.
Exchanges
At this time, we do not offer direct exchanges.
If you would like a different item, please return the eligible product and place a new order.
Order Cancellations
Orders may be canceled within 12 hours of purchase.
After an order has entered processing or fulfillment, cancellation may no longer be possible.
Contact Information
Questions about returns or refunds?
Email: shopify@profenusa.com