Return & Refund Policy
Return & Refund Policy
Last Updated: September 4, 2026
At Pralune, we want our return and refund process to be clear and straightforward.
This policy applies to purchases made through pralune.com.
14-Day Return Window
Eligible items may be returned within 14 calendar days after delivery.
To request a return, contact:
Please contact us before sending a return.
Items returned without first contacting us may not be properly identified or processed.
Return Eligibility
To be eligible for a return, the item should generally:
- Be in substantially the same condition in which it was received
- Include the original components supplied with the product
- Not show damage caused by misuse, improper handling, unauthorized alteration, or intentional damage
- Be accompanied by sufficient order information for us to identify the purchase
We may request photographs or other reasonable information when necessary to assess a return request.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing an included component
contact service@pralune.com as soon as reasonably possible.
Please provide your order number and clear photographs or other reasonable evidence showing the issue.
Where the problem is confirmed to have resulted from our error, the product, or fulfillment, you will not be required to bear the applicable return shipping cost.
Change-of-Mind Returns
For eligible returns that are not caused by a damaged, defective, or incorrect item, the customer is responsible for the return shipping cost.
Original shipping charges, where applicable, are not refundable except where required by law or where the return resulted from our error.
Non-Returnable Items
Certain products may not be eligible for return where returning them would be inappropriate for health, hygiene, personalization, legal, or safety reasons.
Any applicable restriction will be communicated where required.
Nothing in this section limits mandatory consumer rights provided by applicable law.
How to Request a Return
Email:
Include:
- Your order number
- The email address used for the order
- The item you wish to return
- The reason for the return
- Photographs where the item is damaged, defective, or incorrect
We will review your request and provide the appropriate return instructions if the return is approved.
Do not send a return to our registered business address unless our customer support team specifically instructs you to do so.
Refunds
After an eligible returned item has been received and reviewed, we will notify you of the status of your refund.
Approved refunds will be issued to the original payment method.
After a refund has been issued, it generally takes approximately 7–12 business days for the refund to appear, depending on your bank or payment provider.
Financial institutions may require additional processing time beyond our control.
Order Cancellations
If you need to request an order cancellation, contact service@pralune.com as soon as possible.
We cannot guarantee cancellation once an order has entered processing or has already been dispatched.
If an order can no longer be cancelled, the applicable return process may be used after delivery.
Consumer Rights
Nothing in this Return & Refund Policy limits rights that cannot legally be waived or excluded under applicable consumer-protection laws.
Contact Us
Pralune
Operated by Caoxian Hongyun Trading Co., Ltd.
Email: service@pralune.com
Registered Address:
No. 562, Jiuji Village, Zhuangzhai Town, Cao County, Heze City, Shandong Province, China
Website: pralune.com