Return & Refund Policy

At Prestige House, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, this Return & Refund Policy explains how returns, refunds and exchanges are handled.

1. Right of Withdrawal

If you are a consumer in the European Union, you generally have the legal right to withdraw from an online purchase within 14 days without giving a reason.

For products, the 14-day withdrawal period generally begins on the day you, or a person designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, please contact us clearly within the 14-day period:

Email: customersservice@prestigeehouse.com

Please include your order number and indicate that you wish to return the order.

2. How to Request a Return

Before sending a product back, please contact our customer service team.

Send your request to:

customersservice@prestigeehouse.com

Please provide:

• Full name
• Order number
• Product name
• Reason for the return, if you wish to provide one
• Any relevant photographs, if the product is damaged or defective

We will provide you with the appropriate return instructions.

Please do not send a return to the company address unless we have specifically instructed you to do so.

3. Return Period

After notifying us of your withdrawal, the product must generally be sent back without undue delay and no later than 14 days after you have informed us of your decision to withdraw.

The return deadline is considered respected if the goods are shipped before the end of the 14-day period.

4. Condition of Returned Products

Customers may inspect and handle products to the extent necessary to establish their nature, characteristics and functionality.

If a product has been handled beyond what is reasonably necessary for inspection, the customer may be responsible for any resulting loss in value, where permitted by applicable law.

We recommend returning products:

• In their original packaging where reasonably possible
• With all accessories and documentation
• In a clean and appropriate condition
• With the original order information where available

The absence of original packaging does not automatically remove statutory consumer rights where applicable.

5. Return Shipping Costs

Unless otherwise stated, the customer is responsible for the direct cost of returning a product under the statutory right of withdrawal.

We will bear the return shipping costs where:

• The product is defective or damaged due to an issue for which Prestige House is responsible;
• We sent the wrong product;
• The law requires us to cover the return costs; or
• We have expressly agreed to pay the return costs.

Consumers must be informed in advance if they are responsible for return shipping costs.

6. Refunds

Once you exercise your right of withdrawal, Prestige House will reimburse the payments received from you in accordance with applicable law.

Refunds will generally include the cost of the standard delivery option originally selected.

Additional delivery costs resulting from choosing a more expensive delivery method are not necessarily refundable.

We will generally issue the refund using the same payment method used for the original transaction, unless another method has been expressly agreed and does not result in additional fees for you.

7. When Will You Receive Your Refund?

We will process the refund without undue delay and generally no later than 14 days after we have been informed of your decision to withdraw.

However, where permitted by law, we may withhold the refund until:

• We have received the returned goods; or
• You provide evidence that you have sent the goods back,

whichever occurs first.

Once approved, the time required for the refund to appear in your account may also depend on your bank or payment provider.

8. Damaged or Defective Products

If you receive a product that is damaged, defective or does not correspond to your order, please contact us as soon as possible:

customersservice@prestigeehouse.com

Please provide:

• Your order number
• A description of the problem
• Photographs of the product
• Photographs of the packaging, where relevant

Your statutory consumer warranty rights remain fully protected.

Under EU consumer rules, defective or non-conforming goods may entitle the consumer to a repair or replacement, and where appropriate a price reduction or refund. A minimum two-year legal guarantee applies to consumer goods in the EU, subject to applicable national rules.

9. Wrong Product or Missing Items

If you receive an incorrect product or an item is missing from your order, please contact us promptly at:

customersservice@prestigeehouse.com

We will investigate the issue and, where appropriate, arrange a replacement, refund or other appropriate solution in accordance with applicable law.

10. Exchanges

If you wish to exchange a product for another model, size or colour, please contact us before returning the item.

Depending on product availability, we may offer an exchange or may instead process a return and refund so that a new order can be placed.

Your statutory rights remain unaffected.

11. Non-Returnable Products

Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies.

These may include, for example:

• Clearly personalised or customised products
• Products that deteriorate or expire rapidly
• Sealed products that are unsuitable for return for health or hygiene reasons once unsealed
• Certain sealed audio, video or software products once unsealed
• Digital content supplied without a physical medium where performance has begun with the customer’s prior consent and acknowledgement that the right of withdrawal is lost

This list is not exhaustive and exceptions apply only where provided by applicable law.

12. Promotional and Sale Items

Products purchased during a promotion or sale remain subject to the same statutory consumer rights as other products.

A discounted price does not remove or reduce your statutory right of withdrawal or legal rights concerning defective or non-conforming goods.

13. Refunds for Cancelled Orders

If an order is cancelled before it has been dispatched, we will refund eligible payments in accordance with applicable law.

If the order has already been dispatched, the applicable return procedure may need to be followed.

14. Return Address

For security and logistical reasons, please do not send products back without first contacting us.

Our customer service team will provide the appropriate return instructions and return address for your order.

Contact: customersservice@prestigeehouse.com

15. Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any mandatory consumer rights applicable to you.

Where applicable, consumers retain their statutory rights under European Union and national consumer protection laws.

The statutory 14-day withdrawal right and the legal guarantee for defective or non-conforming goods apply subject to the conditions and exceptions established by law.

16. Contact Us

If you have any questions regarding returns, refunds or exchanges, please contact us:

Prestige House
Legal name: Prestige House
Address: Neuhauser Straße 18, 80331 München, Germany
Phone: +4915220070000
Email: customersservice@prestigeehouse.com
Website: prestigeehouse.com

We will make reasonable efforts to respond to your request as quickly as possible.

End of Return & Refund Policy