Refund and Returns Policy

Last updated: October 12, 2026

Shipping Policy

1. Order Processing

Orders are processed within 1–3 business days after payment is confirmed (excluding weekends and public holidays). You will receive an order confirmation email right after purchase, and a shipping confirmation with tracking details once your order is dispatched. Orders placed during sales or peak periods may take slightly longer to process.

2. Shipping Costs and Delivery Times

Delivery times are estimates, not guarantees, and may vary depending on your location, the product, carrier performance, and customs clearance. Large items such as lawnmowers and pool robots may ship separately from other items in your order. Any shipping cost that applies to your order is shown at checkout before you pay.

3. Order Tracking

When your order ships, we email you a tracking number and link. You can also view your order status by logging in to your account. Tracking information may take up to 24 hours to update after dispatch.

4. Shipping Address

Please make sure your shipping address is complete and correct. We are not responsible for delays or losses caused by incorrect or incomplete addresses provided by the customer. If you need to change your address, contact us as soon as possible. We can update it only if the order has not yet shipped.

5. Customs, Duties and Taxes

For international orders, import duties, customs fees, and local taxes may apply depending on your country. Unless shown otherwise at checkout, these charges are the responsibility of the recipient. Please check with your local customs office if you are unsure.

6. Delivery Problems

• Damaged on arrival: Please inspect your parcel on delivery. If the package or product is damaged, take photos and contact us within 7 days of delivery. We will arrange a replacement or refund.
• Missing or lost parcel: If your tracking shows no movement for several days or the parcel is marked delivered but you have not received it, contact us and we will work with the carrier to resolve it.
• Failed delivery: If the carrier cannot deliver your parcel and it is returned to us, we will contact you to arrange re-shipment. Additional shipping costs may apply if the failure was caused by an incorrect address or unclaimed parcel.

Return & Refund Policy

7. 30-Day Free Returns

If you are not completely satisfied, you may return most items within 30 days of delivery for a refund. We offer free returns. This 30-day window includes and extends beyond the 14-day right of withdrawal available to consumers in the EU and UK.

8. Return Conditions

• Items must be unused or lightly tested, complete, and in their original packaging with all accessories, manuals, and parts.
• Please keep the original box and protective packaging, and pack the item securely to avoid damage in transit.
• Items showing signs of heavy use, damage caused by the customer, or missing parts may be refused or may receive a partial refund reflecting the loss in value.
• Proof of purchase (order number) is required.

9. How to Return an Item

1. Email us at info@prismgloballlc.com with your order number, the item(s) you wish to return, and the reason.
2. We will confirm your return and send you return instructions and a prepaid return label, where applicable.
3. Pack the item securely in its original packaging and send it back using the instructions provided.
4. Keep your tracking number until your refund is confirmed.

Please do not send items back without contacting us first, as returns sent without approval may be delayed or not accepted.

10. Refunds

Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take additional time for the funds to appear in your account. Original shipping costs, if any were paid, are refunded in case of a full return of a defective or incorrect item, and as required by law.

11. Defective, Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us within 7 days of delivery with your order number and photos or a short video of the problem. We will arrange a replacement or a full refund at no cost to you. For faults appearing after this period, your product may be covered by the manufacturer's warranty of up to 3 years, and our support team will help you with the claim.

12. Exchanges

If you would like a different product or model, the quickest way is to return your original item for a refund and place a new order. Contact us if you need help.

13. Order Cancellations

You may cancel an order free of charge before it has been shipped. Contact us as soon as possible with your order number. If your order has already shipped, you can refuse the delivery or return it under our return policy once received.

14. Your Statutory Rights

This policy does not affect any rights you have under the consumer protection laws of your country, including rights relating to faulty goods.

15. Contact Us

Our support team is here to help with any shipping or return question:

Prism Global LLC
1209 Mountain Road PL NE, Ste R
Albuquerque, NM 87110, USA
Email: info@prismgloballlc.com