Returns, exchanges, and refunds

We have a simple 28 day return policy. This means that you have 28 days after receiving your item to request a return. We do not accept returns for unwanted items after this time frame.

We are happy to offer a refund for items which are returned in their original condition. That is, to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the proof of purchase.

If the item does not meet these conditions, we will unfortunately have to reject the request and return the item back to you. You may also be liable for the cost of us returning the items back to you.

To start a return, you can contact us at support@prochorus.co. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

The items to be returned remain your responsibility until they reach us. We advise that you to use a delivery service which provides you with proof of postage and insures you for the value of the items. 

You can always contact us for any return question at support@prochorus.co.

 

Consumer Contracts Regulations

Customers in the United Kingdom and European Economic Area (EEA) have a 14 day cancellation period, beginning the day after you receive your order, to cancel your contract with us. 

If cancelling the contract but the order has already been shipped out or you have received your order, the item(s) will need to be returned to us.

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalised.
2. sealed goods which were unseald after delivery and thus aren't suitable for return due to health protection or hygiene reasons.

Prochorus therefore reserves the right to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

 

Purchase regret

Customers residing in Brazil and regretting a purchase must contact us and express their will to return an item within seven (7) days after receiving it. Please include photos of the item, your order number, and any other details you may have about your order.

The withdrawal request will assessed to verify whether the item is in its original condition and a refund approved. If the returned item is not in its original condition, a refund will not be possible. We will unfortunately have to reject the request and return the item back to you. You may also be liable for the cost of us returning the items back to you. 

Damage and issues
Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Though rare, it's possible that an item you ordered could be mislabelled. If any of these situations are the case, please let us know at support@prochorus.co no later than seven (7) days after receiving your order. Send us photos of the damaged/wrong item, your order number, and any other details you may have about your order, so that we can evaluate the issue and sort it out for you. 

 

Exceptions / non-returnable items
Certain types of items cannot be returned for health and hygiene reasons, Examples of these types of items include perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products, face masks, and underwear). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. 

 

Exchanges
We are currently unable to offer exchanges at this time. To ensure that you get the item that you want, return the item that you have and once the return is accepted, make a separate purchase for the new item (e.g. a different size or colour).   

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. We aim to process refunds within 10 business days of receiving the returned item, but please remember that it can take some time for your bank or credit card company to process and post the refund too.