At Prestige Collection, we want you to feel confident when shopping with us. If your order does not meet your expectations, our Refund and Returns Policy explains when an item may be returned, exchanged, or refunded.
By placing an order through prestigecollection.com.co, you acknowledge and agree to the terms outlined below.
1. Return Eligibility
We accept returns for eligible items that meet the following conditions:
- The return request is submitted within 14 days of delivery.
- The item must be unworn and unused.
- The product must be in its original condition.
- Original tags and labels must remain attached.
- The item should be returned in its original packaging where applicable.
- The product must not show signs of washing, alteration, stains, damage, perfume, or other wear.
Items that do not meet these conditions may not qualify for a return or refund.
2. Items That Cannot Be Returned
For hygiene, safety, or other business reasons, certain products may not be eligible for return.
These may include:
- Underwear and intimate apparel
- Items marked as final sale
- Personalized or customized products
- Gift cards
- Products damaged after delivery due to customer use
- Items returned without their original tags or packaging
If you are unsure whether your item qualifies, please contact us before sending it back.
3. How to Request a Return
To request a return, please contact Prestige Collection through our Contact Us page and provide:
- Your full name
- Order number
- Email address used for the purchase
- Product name
- Reason for the return
- Photos of the item if it is damaged, defective, or incorrect
Our support team will review your request and provide return instructions if the item qualifies.
Please do not send an item back without receiving return instructions from us first.
4. Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.
We may request clear photographs or other information to help us investigate the issue.
If the issue is confirmed to be our responsibility, we may offer an appropriate solution, such as:
- Replacement of the item
- Exchange for an eligible product
- Store credit
- Refund
- Other appropriate resolution
5. Wrong Item Received
If you receive an item that is different from what you ordered, contact us promptly with your order details and photographs of the received product.
After verification, we will work with you to arrange an appropriate replacement or other resolution.
6. Exchanges
If you need a different size or eligible replacement item, you may request an exchange within the applicable return period.
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund or another suitable option.
For faster processing, we may recommend returning the original item and placing a new order for the desired product.
7. Refunds
Once your returned item is received and inspected, we will determine whether it meets our return requirements.
If approved, the refund will generally be issued to the original payment method used for the purchase.
Refund processing times may vary depending on the payment provider or financial institution. Prestige Collection cannot control the processing time once a refund has been initiated.
8. Return Shipping Costs
Unless an item is defective, damaged, incorrect, or otherwise determined to be our responsibility, the customer may be responsible for return shipping costs.
Original shipping charges may not be refundable unless required by applicable law or the return is due to an error on our part.
For damaged, defective, or incorrect orders, please contact us before arranging a return so we can provide the appropriate instructions.
9. Items Lost or Damaged During Return Shipping
Customers are responsible for ensuring that returned packages are securely packed and properly addressed.
We recommend using a shipping service that provides tracking information and keeping your proof of postage until the return has been successfully processed.
Prestige Collection may not be responsible for returns that are lost or damaged while being shipped back to us when the return shipment was arranged by the customer.
10. Sale and Discounted Items
Items purchased during sales, promotions, or special offers may be subject to additional return conditions.
If a product is identified as Final Sale, it may not be eligible for a return, exchange, or refund unless it arrives defective, damaged, or incorrect.
Please review the product and promotional terms before completing your purchase.
11. Refunds for Order Cancellations
If you want to cancel an order, please contact us as quickly as possible.
Orders that have not yet been processed or shipped may be eligible for cancellation. Once an order has been shipped or entered the fulfillment process, cancellation may no longer be possible and the standard return procedure may apply.
12. Partial Refunds
In certain circumstances, Prestige Collection may provide a partial refund or other resolution instead of requiring a full return.
Any partial refund will be determined based on the specific circumstances of the order and the condition of the product.
13. Late or Missing Refunds
If your refund has been approved but you have not received it, please:
- Check your bank or payment account.
- Contact your payment provider.
- Allow additional processing time where applicable.
- Contact Prestige Collection if the refund still does not appear.
We will be happy to help investigate the status of an approved refund.
14. Return Inspection
All returned products are inspected after they are received.
If an item is returned in a condition that does not meet our return requirements, we may reject the return or reduce the refund where permitted by applicable law.
Products showing signs of use, washing, alteration, damage, stains, odors, or missing tags may not qualify for a full refund.
15. Policy Changes
Prestige Collection may update this Refund and Returns Policy when necessary to reflect changes in our products, services, business practices, or applicable requirements.
The latest version will always be published on this page. We recommend reviewing this policy before making a purchase.
16. Contact Prestige Collection
If you have questions about returns, exchanges, refunds, damaged products, or an existing order, please contact us through the Contact Us section of our website.
Website: Prestige Collection
Please include your order number and registered email address when contacting our support team so we can assist you more efficiently.
Important Note
This policy is designed as general e-commerce website copy. Before publishing, make sure the 14-day return period, refund method, shipping responsibility, final-sale rules, and any country-specific requirements accurately reflect your actual business practices and applicable consumer-protection laws.