PRINCILIA MAK values your shopping experience. If you are not satisfied with the items you received, orders meeting the requirements of this policy are eligible for return or refund. Please carefully read the terms below before submitting a return request.
Right of Withdrawal (EU/France)
Customers in the European Union, including France, have the legal right to withdraw from their purchase without giving any reason within 14 days of receiving the goods, in accordance with applicable consumer law. To exercise this right, notify us by email before the 14-day period expires, clearly stating your decision to withdraw. You must return the goods within 14 days of notifying us. The cost of returning the goods is borne by the customer unless stated otherwise. Refunds are made within 14 days of receiving the returned goods, using the original payment method.
- Return Period
Customers may submit a return request within 30 days of receiving the items. This does not affect your statutory rights under applicable consumer law.
Return requests submitted after the 30-day period may not be accepted, unless otherwise required by applicable law or specifically approved by us.
- Return Conditions
To qualify for a return, items should be kept in their original condition as much as possible and meet the following criteria:
The item shows no signs of significant use, washing, or man-made damage;
The item remains in its original condition;
Tags and packaging (if applicable) are intact;
The item is not classified as non-returnable by law or under our website policies.
Items may be refused only if they have been handled in a way that goes beyond what is necessary to inspect them, such as trying on the item or checking its nature, characteristics and functioning. Where such handling diminishes the value of the goods, we may deduct a reasonable amount from the refund reflecting that diminished value, depending on the specific circumstances.
- How to Request a Return
Before returning an item, please contact us via our customer service email and provide the following information:
Order number;
Name used when placing the order;
Contact email address;
Details of the item(s) to be returned;
Reason for the return;
Clear photos of the item(s) if the return is due to quality issues.
Please do not ship items back directly without first receiving return instructions. We will provide you with the appropriate return instructions after confirming your return request.
- Return Address
For orders eligible for return, please ship the items to the following address in accordance with the instructions provided by customer service:
Return Address:
903 Chemin Des Brusquets, 06220 Vallauris
- Return Shipping Costs
If the return is due to quality issues, receipt of the wrong item, or damage incurred during shipping, PRINCILIA MAK will cover reasonable return shipping costs, subject to the specific circumstances.
If the return is due to personal reasons—such as disliking the item, purchasing the wrong item, choosing the wrong size, or simply changing your mind—the customer is generally responsible for return shipping costs, unless otherwise required by applicable law or stated by us. 6. Refund Processing
Once we receive the returned item and complete our inspection, we will process the refund if the item meets the eligibility criteria.
Refunds are typically issued to the customer’s original payment method. The refund amount may cover the cost of the eligible item(s); whether the original shipping fee is refunded depends on the specific reason for the return and applicable policies.
We will not process refunds via any method not authorized by the customer.
- Refund Processing Time
After the refund is processed, the time it takes for the funds to appear in your account may vary depending on the processing speed of your bank, credit card company, or third-party payment provider.
Generally, it takes 3–5 business days for the refund to be credited, though the actual timeframe depends on the specific payment provider’s processing times.
- Quality Issues and Incorrect Items
Please contact us immediately if you receive an item with obvious quality defects, an item that does not match your order, or an incorrect item.
To help us resolve the issue quickly, please provide your order number and photos of the item. Upon verification, we may offer a return, exchange, refund, or other reasonable solution depending on the circumstances.
- Exchanges
If you wish to exchange an item, please contact customer service first to confirm stock availability and exchange eligibility.
If the desired item is out of stock, we may offer a refund or an alternative solution based on the situation.
- Order Cancellation
You may contact us to request an order cancellation provided the order has not yet entered the shipping process.
If the order has already shipped or reached a processing stage where cancellation is no longer possible, direct cancellation may not be an option; however, you may apply for a return after receiving the item, in accordance with this Refund and Return Policy.
- Non-Returnable Items
To the extent permitted by applicable law, items may not be eligible for return in the following cases:
The return period has expired;
The item shows signs of significant use or washing;
The item has been damaged by the user;
The item is missing necessary tags or accessories;
Damage caused by improper use;
Other situations that do not meet return criteria.
Consumer rights that cannot be restricted by law remain unaffected by these terms. PRINCILIA MAK handles every return and refund request diligently in accordance with this policy and applicable laws, striving to provide customers with reasonable and transparent after-sales service.