Refund Policy
At Prowlet, we want you to feel confident shopping with us. If you are not fully satisfied with your purchase, we’re here to help.
30-Day Return Policy
You have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at hello@prowlet.com.
If your return is accepted, we’ll provide you with return instructions, including where to send your package. Items sent back without first requesting a return will not be accepted.
Return Warehouse
Return warehouse: Returns are handled through our authorized return warehouse. Please contact hello@prowlet.com before mailing anything back. We’ll send you complete return instructions. Returns sent back without written approval will not be accepted.
Return Shipping Costs
If the return is due to our error, such as receiving the wrong item, a defective item, or an item damaged during delivery, we will cover the return shipping cost.
If the return is requested for reasons other than our error, the customer may be responsible for the return shipping cost.
Please note that items damaged due to misuse, improper handling, wear and tear, or customer-caused damage are not eligible for return or refund.
Damages and Issues
Please inspect your order upon arrival and contact us immediately at hello@prowlet.com if the item is defective, damaged, or if you received the wrong item. We’ll evaluate the issue and do our best to make it right.
Non-Returnable Items
Certain items are not eligible for return, including:
- personalized or custom-made items
- gift cards
- items marked as final sale at the time of purchase
If you have any questions about a specific item before purchasing, please contact us at hello@prowlet.com.
Exchanges
The fastest way to ensure you get the item you want is to return the original item first. Once your return is accepted, you can place a separate order for the new item.
European Union 14-Day Cooling Off Period
If your order is shipped to a country in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To be eligible, the item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know whether your refund is approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at hello@prowlet.com.