Return & Refund Policy

At Prismveil, customer satisfaction is very important to us. If you are not completely satisfied with your purchase, we’re here to help with a simple and straightforward return process.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • Items must be unused and in their original condition
  • Items should be returned in the original packaging whenever possible
  • Proof of purchase or your order number is required

Please note:

  • Original shipping fees are non-refundable
  • Customers may be responsible for return shipping costs unless the item arrived damaged, defective, or incorrect
  • Promotional, clearance, or final sale items may have different return conditions and may not be eligible for return

How to Start a Return

To request a return or exchange, please contact our support team:

Email: support@prismveil.com

Please include:

  • Your order number
  • The item(s) you would like to return
  • The reason for the return

Our support team will provide return instructions and assist you throughout the process.

Please do not send items back without first contacting us, as unauthorized returns may experience delays in processing.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 14 days of delivery.

To help us resolve the issue as quickly as possible, please include:

  • Your order number
  • Photos of the damaged item and packaging
  • A brief description of the issue

Email: support@prismveil.com

Our team will review your request and work toward a suitable resolution as quickly as possible.

Missing Items

If an item is missing from your order, please contact us immediately.

Email: support@prismveil.com

Please include your order number and details regarding the missing item so our support team can assist you promptly.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the approval status of your refund.

If approved, refunds will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider's processing times.

Please note that your financial institution may require additional time for the refund to appear on your account.

Exchanges

We currently replace items only if they arrive:

  • Damaged
  • Defective
  • Incorrect

If you require assistance with an exchange, please contact our support team.

Non-Returnable Items

The following items may not be eligible for return:

  • Gift cards
  • Personalized or customized products
  • Final sale or clearance items
  • Products marked as non-returnable

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Prismveil
Daniel Wong
22/F, Lee Garden One
33 Hysan Avenue
Causeway Bay, Hong Kong SAR

Email: support@prismveil.com

Thank you for shopping with Prismveil.