Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for refund or exchange.

To be eligible for a refund or exchange:

  • You must provide proof of purchase (receipt), a packing slip will not suffice.

  • The product being returned must be in original new unused condition, undamaged, undamaged packaging (the inner packaging must not be tampered with)

All returns must be received by us within 30 days of the original order delivery date. If the return request is received outside the 30-day window or arrives in used condition, it will not be accepted and a refund or exchange will be denied. 

If you are eligible for a refund or exchange based on our policy, please email us at: hello@princai.com.au and include:

  • your name
  • date of purchase and order number
  • brief description of the reason for return or exchange. To speed up the process, please include a photo of the product in your email.

We will then respond to your email and provide you details on how to complete the return for a refund or exchange.

Once your returned item is received, we will determine if it is eligible for a refund or exchange based on the criteria set out above.

The packing slip/receipt sent with your order is not a return label. We do not offer return labels and are not responsible for return shipping. Return shipping is to be paid by the customer. Shipping costs are non-refundable. 

Consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned product. Any orders that are non deliverable are subject to additional fees which will be deducted from any eligible refunds after the order is returned to us.

Refunds

Please allow 5 business days for returns or exchanges to be processed, once your product is received by us. You will receive an email notification regarding your return status once your request has been approved and processed. Check your Junk/SPAM folder before contacting us. It is the customer's responsibility to ensure that the correct details are provided to facilitate a successful refund. Please remember it can take some time for your bank or credit card company to process and post the refund to you.

If the refund does not land to the original method of payment by the 5th business day, please contact hello@princai.com.au to verify the refund has been processed.

Exceptions / non-returnable items:

Unfortunately, we cannot accept returns on sale items


Undelivered orders:

We are not responsible for missing orders due to incorrect delivery address as entered by the customer at checkout at the time of purchase. Changes to delivery address once the order has been placed are not possible.

If your order is returned back to us (‘Return to Sender’) by the shipping carrier, you will be responsible for the return shipping costs.