Returns & Refunds

We want every Promida order to feel special. If something isn't quite right, we're here to help make it right..

Returns

You may return an item within 14 days of receipt for a refund, provided the item is unused, undamaged, and in its original packaging.

How to Start a Return

Returns requested outside the 14-day period may not be accepted.

Important Information

• Return shipping costs are the responsibility of the customer and are non-refundable, unless the return is due to an error on our part.
• Refunds are issued to the original payment method.
• If your parcel is returned to us undelivered, we will refund the product value only. Shipping charges are non-refundable.

Items That Cannot Be Returned

Personalised Items

Custom-made or personalised products

Sale Items

Products purchased during sale periods

Used or Damaged

Items showing signs of use or damage

Bath & Body Products

Once opened or if seal is broken (hygiene reasons)

Gift Hampers

That have been opened or where items have been removed

Exchanges

Exchanges may be requested within 14 days of receipt, provided the item is unused, undamaged, and in its original packaging.

Please email hello@promida.co.uk with your order number to arrange an exchange.

Return shipping costs are the responsibility of the customer. Replacement items will be dispatched free of charge using standard delivery.

Please note: Personalised items, sale items, opened bath & body products, and items showing signs of use or damage are not eligible for exchange.

Faulty or Damaged Items

All orders are carefully inspected before dispatch. However, if your item arrives damaged or faulty, we sincerely apologize and want to resolve this for you quickly.

Please contact us within 72 hours of delivery at hello@promida.co.uk

Include clear photographs of the issue. In some cases, a short video of the parcel being opened may help us resolve the matter more quickly.

We'll always aim to handle these situations fairly and efficiently.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

Processing Time

Approved refunds are processed to the original payment method within 5-7 business days.

Bank Processing

Please allow an additional 2 working days for your bank or card provider to reflect the refund.

If you have not received your refund within 15 business days of approval, please contact us at hello@promida.co.uk.

Undelivered Parcels

If a parcel is returned to us due to any of the following reasons, we will issue a refund for the returned items only. Delivery charges are non-refundable.

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