Refund policy
At Pryvel, we want our Australian customers to be completely satisfied with their purchase. If something isn’t quite right, we provide a straightforward and stress-free return process.
30-Day Returns
You have 30 days from the date your order is delivered to return any eligible item. Returned products must be unused, in their original condition, and sent back with all original packaging, tags, and accessories. Our customer support team is available to guide you through every step.
Restocking Fee: $0 — we do not charge any restocking fees.
Return Policy Overview
- Return Window: Items may be returned within 30 days of the delivery date
- Condition: Returned products must be unused, in their original condition, and sent back with all original packaging, tags, and accessories.
- Returns: Our support team will guide you through the return process from start to finish.
- Restocking Fee: $0 — no restocking fees apply to any return.
Return Costs
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For Defective or Incorrect Products:
There is no cost to you. This applies if the item is incorrect, damaged in transit, or defective. -
For Customer Remorse (Change of Mind):
The customer covers the actual cost of return shipping. This includes cases where the wrong size was ordered, the item doesn’t fit, or the customer no longer wants the product.
Shipping charges are non-refundable.
How to Return an Item
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Contact Us: Email info@pryvel.com with your order number and the reason for your return.
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Pack Your Item: Repackage the product securely using its original packaging, including all accessories, documentation, and tags.
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Send It Back: Follow the instructions in your return authorization email. Once approved, return your item to the address provided below or in your return instructions.
Return Address:
59 Raglan St, Daylesford VIC 3460, Australia
Refund Process
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Inspection: Once your return arrives, we will examine the item to ensure it meets our return guidelines.
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Refund Timing: After approval, we will issue your refund. It generally takes up to 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider.
Exchanges
If you would like to exchange an item for another size, color, or product, email us at info@pryvel.com and we will assist you with arranging an exchange.
Exchange Conditions: Exchanges are subject to the same conditions as our return policy:
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You must request the exchange within 30 days from the date your order is delivered.
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Items must be unused, in their original condition, and returned with all original packaging, tags, and accessories.
Non-Returnable Items
For hygiene and safety reasons, certain products cannot be returned. These items will be clearly labeled as non-returnable on their product pages.
Order Cancellations & Adjustments
Customers may request a cancellation or adjustment within 24 hours of placing their order. After this period, your order enters the processing phase, and further changes or cancellations are typically no longer possible. If the order has already been dispatched, cancellation is no longer possible, and our standard return procedure will apply.
Questions?
Visit our FAQs page or reach out to our customer service team for help.
Contact Information
Name of Company: Rincón Pardo
Website name: Pryvel
Address: Ridderstraat 60, Oosterhout, 4902 AC, Netherlands
Phone: +61 480 899 032
Email: info@pryvel.com
Contact Form: Get in touch here
Chamber of Commerce (KVK): 90940555
(Netherlands)
VAT Identification Number: NL004852467B83
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (CET)
We aim to respond to all inquiries within 1–2 business days.
Last updated: February 19, 2026
