Refund Policy

Pryvilo Return & Refund Policy

This policy explains how returns, refunds and after-sales requests are handled for orders placed on pryvilo.com. It applies to beauty tools and makeup accessories sold through this website.

We want you to know exactly where you stand before you order and after your parcel arrives. The sections below set out the request window, the condition requirements, who pays return shipping, and how long a refund takes once it is approved.

This policy does not limit or replace any mandatory consumer rights available to you under applicable law. Where the law gives you a stronger right, that right applies.

1. Return Request Period

You may request a return within 14 calendar days after receiving your order. The request must reach our customer service team before the period ends; the parcel does not need to be back with us by that date.

If your order arrives damaged, defective, incorrect or incomplete, please contact us as soon as you discover the problem. Reporting a problem within 14 calendar days lets us investigate while the evidence is fresh, but it does not shorten any statutory right or legal guarantee that applies in your country.

2. Change-of-Mind Returns

If you no longer want an item, ordered the wrong size or option, or simply changed your mind, you may request a return within the same 14 calendar days window. Change-of-mind returns must meet all of the following conditions:

• The item is unused, unwashed and unaltered, and in the condition you received it.
• All original packaging, tags, inserts and included accessories are present.
• The item shows no stains, odours, scratches or signs of use caused after delivery.
• You have received written return authorisation and the correct return address from us before shipping.

Product care note: Wash brushes with lukewarm water and a mild soap, reshape the bristles and dry them flat with the head slightly downward. Replace sponges when they no longer rinse clean.

Return shipping costs for change-of-mind returns are paid by the customer unless applicable law requires otherwise. Original shipping charges are not refunded for change-of-mind returns, except where the law provides otherwise.

3. Damaged, Defective, Incorrect or Missing Items

These situations are handled separately and are not subject to the change-of-mind conditions above. If your order arrives damaged in transit, has a manufacturing defect, contains the wrong item, or is missing an item, contact us with your order number and photographs. We will investigate and offer an appropriate resolution, which may be a replacement, a replacement part, a partial refund or a full refund.

For damaged or incorrect items, please keep the item, the outer packaging and the shipping label until the case is resolved where reasonably possible. We may ask for photographs of the item, the packaging and the label so we can raise the issue with the carrier or our fulfilment team.

We do not require you to accept a repair, a replacement or a credit note where the law gives you the right to a refund. Any statutory remedy, warranty period or legal guarantee that applies in your country remains available and is not replaced by this policy.

4. Hygiene and Safety Exclusions

For hygiene reasons, brushes, sponges, applicators and lash tools cannot be returned once they have been used or their sealed packaging has been opened, unless the item is faulty, damaged or not as described.

This exclusion applies only to change-of-mind returns of used or opened items. It does not apply where the item arrived damaged, defective, incorrect or not as described.

5. How to Submit a Return Request

Email service@pryvilo.com before sending anything back. Please include:

• Your order number.
• The email address used at checkout.
• The item or items you want to return, and the quantity.
• The reason for the request.
• Photographs showing the item, any fault, and the packaging where relevant.

We reply within 24–48 hours during support hours (Monday–Friday, 9:00 AM–6:00 PM Mountain Time (MT), excluding U.S. public holidays). If your request is approved, we will send written instructions with the return address and the deadline for sending the parcel.

6. Return Shipping Costs

Change of mind or ordering error: the customer pays return shipping and any associated handling charges. We will tell you the expected cost before you ship.

Damaged, defective, incorrect or missing items: we cover reasonable return shipping costs, or provide a prepaid label where available, once the issue is confirmed. If a prepaid label is not available for your destination, we will reimburse reasonable documented shipping costs.

Please do not send parcels with cash on delivery or freight collect, as these cannot be accepted.

7. Return Address

The return address is provided by our customer service team after your request is approved. It may differ from the registered business address shown on this page. Parcels sent to the registered address without authorisation may be refused, returned to sender or delayed, and we cannot guarantee a refund in that situation.

Write the return authorisation reference on the outside of the parcel and keep the tracking number until the refund is complete.

8. Inspection and Refund Processing

Once your return arrives, we inspect it to confirm that it matches the approved request and the condition requirements. We then notify you of the outcome by email.

Approved refunds are issued to the original payment method. We aim to issue the refund within 5–10 business days after approval. The time for the funds to appear in your account depends on your bank, card issuer or payment provider and is outside our control.

If you have not received a refund after the processing period, check your account history, contact your bank or card issuer, and then email us with your order number so we can trace the transaction.

9. Order Cancellation

You may request cancellation before your order is packed or shipped. Contact us as soon as possible after checkout; a request sent within 48 hours of payment is most likely to be accepted. Once a parcel has been handed to the carrier, the return process applies instead.

If a paid order is cancelled before dispatch, we refund the full amount paid, including any shipping charge, using the same method used for payment.

10. Questions About a Refund

If something about your refund is unclear, email service@pryvilo.com with your order number and the refund confirmation, if you have one. We will review the payment record with you and explain the status.

Business and Contact Information

Store name: Pryvilo
Website: https://pryvilo.com
Operated by: dmytro shop llc
Business License Entity: dmytro shop llc
Registered address: 817 17TH ST UNIT 750, DENVER, CO 80202, United States
Customer service email: service@pryvilo.com
Phone: +1 7192851933
Support hours: Monday–Friday, 9:00 AM–6:00 PM Mountain Time (MT), excluding U.S. public holidays
Typical response time: 24–48 hours