Refund, Resend, and Returns Policy

At Shop Pranaura, we strive to ensure our customers receive high-quality products. If you experience any issues with your order, please review our refund, resend, and return policy below.

Important:

  • All refund or return requests must be submitted directly to Shop Pranaura within 10 days of receiving the product.
  • Proper evidence (photos, videos, or tracking details) is required for processing disputes.

1. Orders Delayed

An order is considered delayed if:

  • It lacks tracking updates, is in transit, pending, or expired for 60 days after being shipped.
  • Orders shipped to the USA will be considered delayed after 45 days.
  • Orders shipped to Brazil will be considered delayed after 110 days due to customs clearance.
  • For CJPacket Liquid Line, disputes will be accepted after 100 days of shipment.

Exceptions:

  • If the tracking status shows the package is held at a local post office due to an incorrect address or unclaimed delivery, customers must contact their local post office for assistance.
  • In certain cases, tracking might show “delivered” while the package has not been received. We will investigate, but this may take 1-2 months without a guaranteed resolution.

 

2. Orders Not Received

A refund or resend will NOT be processed if tracking information shows the order was delivered.

If a customer has not received their package:

  • A non-delivery certificate from the local post office (with an official seal) is required to proceed with a claim.
  • If the tracking status shows “Alert” due to incorrect address, unclaimed package, customs issues, or refusal, we will not be able to process a refund.

 

3. Damaged Products

  • Full refund or replacement for packages that arrived badly damaged.
  • Partial refund or replacement for products with minor damage (e.g., small scratches, slightly wrinkled packaging).

Exceptions:

  • Refunds are highly recommended for fragile products.
  • Damage to packing boxes due to long-distance international shipping is not eligible for refunds.
  • Claims for damaged products must be made within 30 days of delivery.

 

4. Incorrect or Missing Items

Shop Pranaura follows a strict quality control process, but if an issue occurs:

  • Incorrect items – Full refund or replacement.
  • Wrong color/size – Refund or replacement, provided customer submits a complaint with proof.
  • Missing parts (affecting function) – Product resend.
  • Missing parts (not affecting function) – Partial refund or resend of missing part.

For size-related issues, we require measurement photos to verify the problem.

 

5. Order Cancellations

Orders can be fully refunded if canceled before processing. However:

  • Print-on-Demand (POD) orders cannot be canceled after payment.
  • Preorder inventory cannot be canceled after payment, as these products are specially reserved.
  • Video and photo service orders cannot be canceled after payment.

 

6.Returns Policy

Customers may request a return within 10 days of receiving the product under the following conditions:

  • Returns must be pre-approved by contacting our customer support at info@shoppranaura.com.

  • Return shipping costs are the customer’s responsibility, unless the product is defective or incorrect.

  • Products must be unused, in original packaging, and returned to our warehouse in China. (International return shipping costs may be high and take up to 3 months.)

Restocking Fee

  • A 15% restocking fee will be deducted from the refund for returned items in cases where:

    • The shipping address provided was incorrect.

    • The package was refused or undeliverable.

    • The return is due to a change of mind (if applicable).

Return Shipping Costs: Customers are responsible for paying the return shipping costs unless the return is due to a defective, damaged, or incorrect item received. In such cases, we will cover the return shipping expenses.

 

7.Unacceptable Disputes

Refunds or resends will NOT be provided for:

  • Customer dislikes the product.
  • Product description is slightly different but does not impact function.
  • Minor cosmetic issues (e.g., unusual smell, small scratches).
  • Wrong item ordered by the customer.
  • Incorrect shipping address provided by the customer.
  • Orders delayed or discarded due to customs clearance failure by the customer.

 

8. Force Majeure

We are not responsible for delays or damages caused by uncontrollable factors, including but not limited to:

  • Natural disasters (earthquakes, floods, storms).
  • Epidemics, strikes, wars, or international conflicts.
  • Customs inspections and unexpected government regulations.

 

 

If you have any concerns about your order, please contact us at info@shoppranaura.com. Our team is happy to assist you!

 

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