Thank you for shopping at Pranarom Canada. We take pride in the products we provide, and your satisfaction is our top priority!
Unused items, purchased directly from Pranarom.ca, may be returned for an exchange or refund within 30 days of shipment. (Sorry, we cannot refund shipping and handling charges from your initial order, or return charges to our warehouse.) Items purchased from a reseller, studio, or online must be returned to the place of purchase for a refund or exchange.
- Item was purchased directly from Pranarom.ca
- Item is unused, in original packaging, and in the same condition that it was received (excluding manufacturing defects)
- Proof of Purchase must be provided
- Any returns received outside of our 30-day Return Policy will be subject to a restocking fee
We cannot accept the following items for return:
- Opened products
- Books or other media
- Special orders or customized products
- Damaged items or items with missing parts
ALL SALES FINAL ON CLEARANCE OR SALE ITEMS
How to Process as Return/Exchange
- Be sure your item fits our standards for return eligibility (listed above)
- Complete this form
- Include your RMA number inside of your package, or printed clearly on the return label, and return to:
667 Meloche Avenue
Dorval QC H9P 2T1
- Refunds will be issued to the original credit card used for purchase.
- Refunds cannot be issued back to a credit card after 90 days; store credit will be given.
- If a gift certificate is used, a store credit will be issued.
- Please allow 10-14 days for us to receive and process your return. We will credit the value of the items returned to your credit card or issue a store credit depending on original payment method.
Products may be exchanged instead of collecting a refund for a return. Please note our 30-day Return Policy still applies for exchanges.
There are two options to process an exchange order:
- Once we receive and process your return, we will send the exchange order out. You are still responsible, however, for the shipping costs and any price differences that exceed the original cost.
- If you prefer to have us ship your exchange right away, before we receive your return, we will charge you for the exchange order upfront and issue a refund for returned products once they are received.
Most retail orders are shipped within 1 business day. If an item happens to be backordered, we will ship the part of your order that is in stock, and when the item becomes available, the rest of your order will be shipped. You will not be charged any additional shipping & handling for the second shipment.
Shipping & Handling
- You will be responsible for paying shipping & handling costs to return your item. These costs are non-refundable.
- Pranarom.ca will not be liable for packages that are lost in transit. We highly recommend using a method of shipping that provides a tracking number or insuring your package.
- The rate charged for shipping an exchange order is based on the total weight of your products and your location. Extra fees can be incurred for oversized shipments.
- Orders require 1 business day for processing prior to being shipped from the warehouse.
- We ship via Canada Post. If the delivery is to a residence, Canada Post will not require a signature unless you request it. Please note that this means the driver can leave the package if nobody is available. However, if the package is stolen or damaged after it is dropped off, neither Canada Post nor Pranarom Canada will be held responsible. We strongly suggest that you request the signature option in order to ensure proper delivery of your package.
- If you need to “intercept” your package (change of address) after it is in transit, there will be a restocking fee plus an additional shipping charge from Canada Post. This service is not guaranteed and is subject to Canada Post guidelines.
- We do not ship to PO Boxes.
If you have any further questions on how to return your item, please don’t hesitate to contact us:
- Email: [email protected]
- Live chat via the Pranarom.ca website. (Monday–Friday, 9 am – 4:30 pm EST)
If you experience a problem or are unsatisfied with the quality of any of our products, please email [email protected].
Thank you for your business!