RETURNS

14 DAYS RETURN 

We offer 14 days return from the date you receive it. To initiate your return, please send an e-mail with your order number to hi@prawnproject.com to begin the return process. Following notification, you have an additional 14 days to execute the physical return. The returned item(s) must be in unused, perfect condition and in the original packaging*. Please note that custom painted characters or unique technical specifications are exempt from the right of withdrawel.

 

MATERIAL INTEGRITY & MAINTENANCE

While engineered for high-impact profiles, recycled 925 silver is a responsive material. Structural longevity is dependent on adherence to our Maintenance Guide.

If your jewellery breaks due to a production error*, you have the right to claim compensation within 2 years from the date you purchased your products. This will, however, only apply if you are able to provide valid proof of the date of purchase. If so, you will receive a new piece or have it repaired by us free of charge. Please contact us on hi@prawnfamily.com stating your order number, description and photo of the damage.

* Production errors don't include: chipped, cracked or broken pearls, shells gemstones or painted characters/ personalisations; general wear and tear including items that have been bent out of shape, twisted and snapped, oxidised or on which the plating is fading.  

We reserve the right to decline unreasonable repairs, returns and exchanges. If the items have clearly been worn and damaged either deliberately or by accident, they are not considered faulty and will not be accepted. Instead, you should bring your pieces to your local goldsmith or we can make the repair for you for a fee determined on a case-by-case basis.

If you have questions concerning repairs, please reach out to hi@prawnproject.com and we will do our best to help you.

 

*PACKAGING & SHIPPING

If you are returning a piece for refund or repair, the piece must be returned in the original packaging or in a similarly safe packaging to prevent damage whilst in the post. Items that are incorrectly packaged and subsequently crushed in postage can't be replaced. 

 

RETURN LOGISTICS // RESPONSIBILITY
All return logistics and associated costs are the responsibility of the sender. We require an insured, traceable shipping method to ensure the integrity of the pieces during transit. The tracking data must be transmitted to hi@prawnfamily.com upon dispatch. The item(s) must be returned directly to our address and not a parcel shop. We will process the refund for returned item(s) when delivered to the below address in the expected condition.

 

PRAWN
Sophus Falcks Alle 12
2791 Dragør
Denmark

 

To prevent fraud, we are only able to refund the amount to the credit card or PayPal account used for placing the order.

We are entitled to retain the refund until we have received the items or proof of return of the items.

We are not able to refund deliveries that are refused by the customer or where the customer was not home to receive the delivery.

On returns, all sales taxes will be refunded to customers within the EU. We will not be able to cover the shipping cost on deliveries that are refused by the customer or where the customer was not home to receive the delivery.

 

TECHNICAL DISCLAIMER // NON-EU RETURNS
We are not able to refund customs and VAT for orders sent to destinations outside the EU. All returns originating outside the European Union must be categorised as 'Returned Goods' using the original Export Reference Data. Failure to adhere to this protocol triggers a secondary import friction (25% VAT + a minimum 185 DKK administrative surcharge). These non-refundable fees are the liability of the sender and will be deducted from the final credit if the protocol is breached.

 

Our return policy does not affect your statutory rights.