Return & Refund Policy

We value your satisfaction and want to ensure a seamless return process. Please review our return & refund policy below for more information on returning your purchase.

1. I CHANGED MY MIND. CAN I CANCEL MY ORDER AND GET MY MONEY BACK?

After 24 hours of your order being processed, we’re unable to cancel any orders as they are already registered within the warehouse and cannot be pulled back.

However, if you no longer wish to receive your order, you have the option to:

  • Refuse delivery when it arrives, or

  • Return the product to our warehouse at your own expense.

As soon as we receive the returned order in either case, we will honor the money-back guarantee.

2. CAN I RETURN AN ITEM FOR A FULL REFUND?

We want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your product, we offer a hassle-free return policy within 90 days of receipt. Please review the details below:

  • Customers can return the product within 30 days after delivery. Returns initiated beyond this period will not be eligible for a refund.

  • To qualify for a refund, the product must be unused, unwashed, and in its original condition with all packaging intact.

  • The product must be returned to our warehouse in Istanbul, Turkey, or Budapest, Hungary at the customer’s expense.

  • Once the product arrives at our warehouse and is inspected, we will issue a full refund for the product cost.

  • If there are defects in the product, please contact us within one week of receiving it. We will gladly assist with a resolution.

To initiate a return, please contact our customer support team at hello@proserve.store and provide the following details:

  • Your order number

  • The items you wish to return

  • The reason for the return

Our team will assist you with the return process and provide further instructions.

3. ITEMS NOT ELIGIBLE FOR RETURN

  • Items not in their original condition, washed, damaged, or missing parts for reasons not caused by our error.

  • Items returned more than 90 days after delivery.

4. WHAT IS RETURNABLE?

  • Products in their original condition with all packaging intact.

  • Please include the original order packing slip in your return package, if possible.

5. REFUND PROCESS

  • Once we receive your email request, we will send you shipping instructions.

  • Once the returned item arrives and is verified, we will process your refund.

  • Refunds are typically processed within 3-10 business days after receiving the item.

  • The refunded amount will be credited back to your original payment method (credit card, PayPal, etc.).

  • Shipping fees and taxes are non-refundable unless the product was damaged or incorrect.

Refund Processing Time: Once your refund request is submitted and processed, your original payment method will be credited within 1-3 business days, depending on your financial institution's processing time.

6. CAN I GET A STORE CREDIT INSTEAD OF A REFUND?

Yes! If you prefer store credit instead of a refund, we will issue you full store credit for your order without deducting shipping fees.

How/When Will I Receive My Store Credit? An e-gift card will be emailed to you instantly once your return is approved and processed.

7. LATE OR MISSING REFUNDS

If you haven’t received your refund yet, follow these steps:

  • Check your bank account to confirm the transaction.

  • Contact your credit card company, as it may take some time before the refund is officially posted.

  • Contact your bank, as processing times may vary.

If you’ve completed these steps and still have not received your refund, please contact us at hello@proserve.store.

8. CAN I EXCHANGE AN ITEM FOR ANOTHER PRODUCT OR A DIFFERENT SIZE?

Yes! We accept exchanges within 30 days of fulfillment.

To initiate an exchange, please email us at hello@proserve.store with the following details:

  • Your order number

  • The items you want to return and the items you want in exchange

We offer free exchanges if you received the wrong product.

However, if you want to exchange for a different variant, you must return the original item to our warehouse in Istanbul, Turkey, or Budapest, Hungary, at your expense. Once we receive the returned item, we will send your replacement.

Important Notes:

  • You can only exchange an item once per order.

  • Customers are responsible for both return and reshipping costs.

  • If the exchanged product has a higher price, you will need to pay the price difference.

  • If the exchanged product has a lower price, the difference will be credited to you as store credit.

9. WHAT TO DO IF YOUR ITEM IS DEFECTIVE?

We stand behind our products and want you to be fully satisfied! If you received a damaged or defective item, please contact our customer care team within 48 hours of receiving the damaged product.

Send an email to hello@proserve.store with the following:

  • Clear photos of the defect

  • Your order number

  • A brief description of the issue

Our Quality Control team will inspect the issue and offer a replacement or full refund.

10. IMPORTANT NOTES

  • We do not refund orders if you entered an incorrect or incomplete shipping address.

  • We are not responsible for incorrect item selections (e.g., different product variants or styles).

11. FORCE MAJEURE

We will not be held liable for any delays or failure in performance due to circumstances beyond our control, including but not limited to:

  • Natural disasters (earthquakes, floods, fires)

  • Wars, terrorism, civil unrest

  • Strikes, labor disputes

  • Government actions, power failures

  • Shipping delays due to pandemics or other crises

12. PRODUCT IMAGE DISCLAIMER

Although we make every effort to accurately photograph and describe our products, variations in screen resolution may affect how colors and details appear.

If you have questions about color, material, or size, please contact us before purchasing.

13. LOST PARCELS

If your parcel is lost in transit, we will gladly replace it to ensure you receive your order.

If you do not wish to have your parcel replaced, we must wait 14 days before issuing a refund in case the parcel arrives late.

We will always attempt to replace lost parcels first before processing refunds.

NEED HELP?

Do you have more questions? Need more information about a product?

We are committed to customer satisfaction and will do our best to assist you. Contact us at hello@proserve.store for support.