Refund policy
Returns Procedure
Right of withdrawal: EU standard worldwide for your purchase
When you shop with us, you can do so anywhere in the world with the security of European consumer protection: All orders – regardless of which country you order from or where we deliver – are subject to the 14-day right of withdrawal as stipulated by the European Union. This means that after receiving your order, you have 14 days to cancel your purchase without giving a reason. An informal statement by email, letter or via our online form is sufficient. Once you have informed us of your cancellation, we will provide you with the correct return address. Please return the goods to us postage paid and with proof of shipment so that everything is safe and traceable.
As soon as we have received and checked your return, we will refund the full purchase amount and the standard shipping costs you paid for the initial delivery within 14 days. You, as the buyer, are responsible for the return shipping costs, unless we have agreed otherwise or you have been informed otherwise in advance. The right of withdrawal does not apply to custom-made or personalised items, such as shirts with monograms, as these are made specifically for you.
With this service, we guarantee all customers – even those outside the EU – fair conditions and maximum transparency. You therefore benefit worldwide from at least the same level of security and consumer friendliness as in Europe. If you have any questions about your right of withdrawal or returns, our customer service team will be happy to help you at any time.
You may return items for a refund or exchange within 14 days of receiving your original order, provided that:
• The items are not worn, not damaged, not washed and in perfect condition suitable for resale.
• All Priscila Rock International tags remain attached to the items.
If you wish to exchange an item, simply return it to us and we will dispatch your replacement at no extra cost (including any customs fees).
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Sample text for the cancellation form
(If you wish to cancel, please complete this form and return it to us)
• To: [Return address or email]
• I/we hereby cancel the contract concluded by me/us () for the purchase of the following goods ()/the provision of the following service ()
• Ordered on ()/received on ()
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if notification is made on paper)
• Date
(*) Delete as applicable.
Return Address
Priscila Rock International GmbH
Ueberlandstrasse 18
8953 Dietikon
Switzerland
We strongly recommend using full tracking service.
Refunds for any customs duties, fees or taxes you paid must be claimed through your local customs authority, per your country’s regulations. If you have questions about that process, please consult your local government’s customs policies.
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Our Process
1. Include a cover note indicating whether you’d like a refund or an exchange.
2. We aim to process returns within 3 business days of receipt; during peak periods it may take longer.
3. Once your return or exchange is complete, we’ll confirm by email.
4. Please allow a few days for a refunded amount to appear on your original payment method.