Our Commitment to Your Satisfaction
- Details and Conditions
We try to make great products for all tastes, however if you’re not 100% satisfied we offer the following:
All returns are subject to the following conditions (‘Return Conditions’). Except if an item is faulty, PranaOn will offer an exchange or return, only if:
- The return is made within 7 days of the receivership;
- You have valid proof of purchase;
- The items have not been opened or altered and in a re-sellable condition.
Please be aware that unless an item is faulty, you cannot exchange or return an item more than ONCE. If an item is not faulty, PranaOn retains the right to reject a return based on a failure to adhere to these Return Conditions; and is subject to the company’s discretion on a case by case basis.
- Faulty Returns
PranaOn is happy to offer a return or exchange if an item purchased is deemed as faulty and you request a return or replacement within 14 days of receipt. PranaOn is happy to offer a return or exchange if an item purchased is deemed as faulty and you request a return or replacement within 14 days of receipt.
To begin this process, please ensure all steps of the following are completed:
- Complete the Returns Form and fill in all the details, as well as include your address and online order number or proof of purchase (if bought in-store) in your email. Failing to enter the correct details may result in a delay with your return. Click button below to download Form.
- Forward your completed form and extra information to firstname.lastname@example.org
- Once we receive your returns request via email it will be assessed by our customer service team and you will contacted within 48 hours as to whether it is accepted, in accordance with company policy and guidelines.
- A post-paid bag will be sent to your nominated address for you to pack and return the faulty items to our head office.
Once the faulty item is received, we will assess the product and accept to offer a replacement or refund (whatever you have selected) the value of the item plus delivery charges.
- Refund Tender
If you have selected to receive a refund, your return will be assessed within 72 hours of receiving it back at HQ where you will then receive an email to confirm your return has been processed. Please allow up to five (5) business days from the email, for this to be visible within your account.
Please note, refunds will be returned to you in the manner you paid for the item (debit or credit card, PayPal). Any items purchased using PranaOn Credit, will be returned for PranaOn Credit.
If you are required to pay an additional amount for an exchange, your nominated debit/credit card, or PayPal account will be charged before the new item is sent. When you agree to finalise the return, you give PranaOn the right to debit your debit/credit card or PayPal account for any outstanding payments resulting from the exchange before sending your order out.
Please be advised that our online warehouse is not open to the public, and we do not accept in person drop offs of any merchandise.
- Consumer Guarantees
All our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.