Return and Exchange Policy

Return and Exchange Policy

Last Updated: September 15, 2026

At Pryvo, we aim to make the return and exchange process straightforward and fair. This policy explains the circumstances in which products may be returned or exchanged, the conditions that apply, and the steps customers should follow when requesting a return.

This policy applies alongside any mandatory consumer protections and statutory rights that may apply to your purchase.

1. Return Period

Unless a different period is required by applicable law or specifically stated for a particular product, eligible items may generally be returned within 30 days of delivery.

The return period begins when the order, or the relevant item in a multi-item shipment, is delivered to the customer.

Requests submitted after the applicable return period may not be accepted unless an exception is required by law or approved by Pryvo.

2. General Return Conditions

To qualify for a standard return, an item should generally:

  • Be returned within the applicable return period;

  • Be in reasonably good condition;

  • Not show signs of misuse, intentional damage, or excessive wear;

  • Include its original packaging where reasonably possible;

  • Include all accessories, components, manuals, or materials supplied with the product;

  • Be identifiable as the item originally purchased from Pryvo.

Certain products may be subject to additional return requirements because of their nature.

3. Change-of-Mind Returns

If you decide that you no longer want an eligible product, you may request a return within the applicable return period.

Change-of-mind returns are subject to the product being eligible and meeting the applicable condition requirements.

Unless otherwise required by law, customers may be responsible for return shipping costs associated with voluntary returns.

4. Damaged Items

If your product arrives damaged, please contact Pryvo as soon as reasonably possible after delivery.

To help us investigate, we may request photographs showing:

  • The product and visible damage;

  • The external shipping packaging;

  • Internal packaging materials;

  • The shipping label, where relevant.

Please retain the product and packaging while the claim is being reviewed unless our support team instructs you otherwise.

Depending on the circumstances, Pryvo may provide a replacement, exchange, refund, or another suitable solution.

5. Defective or Non-Conforming Products

If an item is defective, malfunctioning, or materially different from its advertised characteristics, please contact our customer support team.

We may ask for additional information, photographs, videos, or other evidence to help identify the problem.

Depending on the circumstances and applicable legal requirements, Pryvo may offer troubleshooting, repair, replacement, exchange, or refund.

Nothing in this policy is intended to limit mandatory statutory rights concerning defective or non-conforming products.

6. Incorrect Items

If you receive a product that is different from the item ordered, please notify us before returning it.

We will compare the received item with the order information and determine the appropriate resolution.

Where Pryvo is responsible for the fulfillment error, we may arrange an appropriate replacement or exchange and provide return instructions where necessary.

7. Items That May Not Be Eligible

Some products may be excluded from standard returns where permitted by applicable law.

Examples can include:

  • Personalized or specially customized products;

  • Products made specifically to a customer's specifications;

  • Items that cannot reasonably be returned for health, hygiene, or safety reasons after being opened;

  • Products that have been substantially used or altered;

  • Digital or electronically delivered products where applicable;

  • Items that have been damaged through improper use or handling;

  • Products for which return restrictions were clearly disclosed before purchase.

Any legally protected right to return or obtain a remedy remains unaffected.

8. Exchanges

Customers may request an exchange for an eligible item.

An exchange is subject to product availability and may require the original item to be returned and inspected before a replacement is dispatched.

If the requested replacement is unavailable, Pryvo may offer an alternative resolution, such as a refund, where appropriate.

Price differences may apply when exchanging an item for a product with a different value.

9. Starting a Return

Before sending any product back, please contact the Pryvo customer support team through the contact information available on our website.

Please include:

  • Your order number;

  • The name associated with the order;

  • The product you wish to return;

  • The reason for the return;

  • Relevant photographs or other evidence when applicable.

Our team will provide the appropriate instructions based on the circumstances of your request.

10. Unauthorized Returns

Customers should not send merchandise to an address that has not been provided or confirmed by Pryvo.

Packages returned without prior authorization may experience delays in processing, and we may be unable to identify or properly process the shipment.

The customer remains responsible for retaining valid proof of shipment until the return has been resolved.

11. Return Shipping

Return shipping responsibility depends on the reason for the return.

If an item is being returned because of a confirmed Pryvo error, defective product, incorrect shipment, or qualifying damage, Pryvo may provide or reimburse reasonable return shipping arrangements where appropriate.

For voluntary returns, including eligible change-of-mind requests, the customer may be responsible for the return shipping cost unless applicable law provides otherwise.

12. Return Inspection

After a returned item reaches Pryvo or the designated return facility, it may be inspected to confirm:

  • That it corresponds to the original order;

  • Its physical condition;

  • Whether required components are included;

  • Whether the applicable return conditions have been satisfied.

Inspection does not necessarily mean that a return will be rejected if an item shows normal signs of handling that are permitted under applicable law.

13. Refunds Following a Return

When a return is approved and a refund is appropriate, the refund will normally be issued to the original payment method.

The timing of the refund may depend on the payment processor or financial institution after Pryvo has completed its portion of the process.

For additional information regarding refund timing and eligibility, customers should also review the Pryvo Refund Policy.

14. Promotional and Discounted Purchases

Products purchased as part of a promotion, bundle, discount, or special offer may have specific return or exchange conditions.

If returning part of a promotional order changes the conditions under which the original discount was granted, the refund may be adjusted accordingly where permitted.

Any relevant adjustment will be taken into account when the return is reviewed.

15. Orders with Multiple Items

When an order contains multiple products, customers may be able to return only certain eligible items rather than the entire order.

However, promotional bundles or products sold as a combined package may need to be returned together if their pricing or eligibility depends on the complete set.

16. Delivery-Related Problems

If a package is marked as delivered but cannot be located, appears to have been delivered to the wrong address, or is returned to the sender, please contact Pryvo so the delivery information can be investigated.

We may work with the relevant carrier or fulfillment provider to determine what occurred before deciding on the appropriate resolution.

17. Customer Responsibilities

Customers are responsible for:

  • Providing accurate delivery information;

  • Taking reasonable care of products while they are in their possession;

  • Following return instructions provided by Pryvo;

  • Packaging returned merchandise appropriately;

  • Keeping proof of shipment when returning an item;

  • Returning the correct product and required components.

Failure to follow reasonable return instructions may affect the processing of a request where permitted by law.

18. Exchange Availability

An exchange cannot always be guaranteed.

Replacement stock may become unavailable after the original purchase, particularly for limited, seasonal, discontinued, or promotional products.

If an exchange cannot be completed, Pryvo may offer another appropriate remedy depending on the reason for the request.

19. Abuse and Fraudulent Returns

Pryvo reserves the right to investigate return activity that appears fraudulent, deceptive, abusive, or inconsistent with genuine customer use.

Examples may include repeated false damage claims, returning unrelated merchandise, manipulating products before return, or providing materially misleading information.

Where legally permitted, such activity may result in a return being declined or additional review being required.

20. Statutory Consumer Rights

This policy does not replace rights granted to consumers by applicable laws and regulations.

Depending on the customer's location and the circumstances of the purchase, additional rights may apply to cancellations, returns, defective merchandise, non-conforming goods, refunds, and exchanges.

Where mandatory law conflicts with this policy, the applicable legal requirement will take precedence.

21. Policy Updates

Pryvo may revise this Return and Exchange Policy when necessary to reflect changes in our products, procedures, legal obligations, or business operations.

The current version will remain available on our website and will show the date on which it was most recently updated.

22. Contact Pryvo

For questions regarding a return, exchange, damaged product, defective item, or any other matter covered by this policy, please contact the Pryvo customer support team using the contact information available on our website.

Please do not send merchandise back before receiving the applicable return instructions.

Pryvo
Return and Exchange Policy — Last Updated September 15, 2026