Can I return a product if it arrives in poor condition or is not what I ordered?

Considering the current pandemic situation, for biosecurity reasons and because our products are for personal care and hygiene, PRUNNY, S.A will only accept product exchanges or returns when, at the time of delivery, it is determined that the product does not match the characteristics of what was requested on this site, is damaged, or has exceeded its expiration date.

The customer must submit the exchange or return request notification through our website, via the "Contact Us" section, or through our WhatsApp chat, no later than 24 business hours after receiving the merchandise, and, if possible, with photographic evidence of the issue.

If the exchange or return request is viable, S.A will issue a credit for the net value of the product, excluding shipping costs, which are borne by the customer. The customer will also be responsible for the transportation charges incurred for collecting the product and for the new shipment.

If I have problems with my order, how will the payment be reversed?

For sales made through e-commerce mechanisms, such as the internet, where a credit card, debit card, or any other electronic payment instrument was used, payment process participants must reverse payments requested by the consumer only if the purchased product cannot be received due to reasons attributable to Prunny S.A, or if the product delivered does not match what was requested, or is defective.

If electronic fraud is suspected and the customer determines this, they must contact their bank as soon as possible.

For payment reversal to proceed, there are two mechanisms:

1.- In the case of Credit Cards, within three (03) business days following the date the consumer became aware of the unsolicited transaction or should have received the product, or received it defective or not as requested, the consumer must immediately contact PRUNNY, SA at the contact numbers published on the site, online chat, or email, presenting the corresponding supporting documents for the initial request.
2.- In the case of deposits, ACH, or transfers, the customer must notify within 24 hours of making the payment. Once the payment has been credited to our accounts, and within three (03) business days, we will proceed to refund the money consigned for the purchase, excluding the shipping cost.

It should be noted that transfers can take 24 to 48 hours to become effective, depending on each bank's policies. The customer must provide the account details where they wish the money to be reversed.