Refund policy
RETURN AND REFUND POLICY
Last Updated: September 25, 2025
I. APPLICABILITY
This Return and Refund Policy (“Policy”) is an integral part of Terms and applies to purchases of Products available at https://shop.promova.com (the “website”) fulfilled by Unlimited Promova Limited (“we” “us” “our” or “Company”). This Policy is incorporated into, and subject to, the Terms. In the event of any conflict, the Terms will prevail. Capitalized terms used but not defined in this Policy have the meanings given to them in the Terms.
II. QUESTIONS?
Contact [email protected].
III. RETURN WINDOWS. WITHDRAWALS
You have a legal right to cancel most online purchases within 14 days of from the day you, or a third party other than the carrier indicated by you, acquire physical possession of the goods (or, for multiple goods ordered in one order and delivered separately, the last good; for goods delivered in multiple lots or pieces, the last lot or piece).
You must then return the items within 14 days of notifying us. We will refund within 14 days of the earlier: (a) receiving the returned goods or (b) receiving evidence that you have sent them back, including standard delivery costs (but not any premium delivery you selected). We may make a deduction for any loss in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods, as permitted by law.
IV. CONDITION OF RETURNED ITEMS
Items must be in new, resaleable condition: unworn, unwashed, unaltered, and free of odors or stains; with original tags attached and in original packaging.
Non-returnable items (unless defective or required by law): gift cards, and items returned beyond the applicable window.
These condition requirements do not apply where you return goods because they are faulty, not as described, or otherwise lack conformity under applicable legal guarantees, as indicated in Terms.
V. RETURN PROCESS
Request authorization. Email [email protected] with your order number, items to return, and reason. For EU you may use the model withdrawal form in Section IX, or simply email us.
Pack and ship. Once authorized, send items to: [RETURNS ADDRESS]. Use a tracked service and keep proof of postage. Unless we provide you with a prepaid return label, you are responsible for the parcel in transit and the risk of loss remains with you until we receive the returned goods.
Inspection and refund. We will confirm receipt and inspect returns within 3 business days. Approved refunds will be issued to your original payment method.
If you cancel in the EU/UK, we may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
VI. RETURN SHIPPING COSTS
If you cancel your order and want a refund, you are responsible for return shipping unless we agree otherwise or the goods are defective/not as described.
If items are defective, damaged in transit, or we sent the wrong item, we will cover reasonable return shipping or offer a prepaid label where available, and provide a repair, replacement, or refund as required by law and our Terms. When we provide a prepaid label, we bear the risk of loss for the return from the point the carrier scans the parcel; otherwise, the risk remains with you until we receive the goods.
VII. REFUND TIMING
Refunds are processed within 14 days after we receive the goods back or proof of return, using the original payment method.
VIII. MISSING, DAMAGED, OR INCORRECT ITEMS
If your order arrives damaged, defective, or incorrect, contact us within 14 days of delivery at [email protected] with your order number and photos. We will arrange an appropriate remedy under applicable law and our Terms.
Reporting within 14 days helps us resolve issues quickly, but this request does not limit your statutory rights. If the parcel is confirmed lost by the carrier or remains undelivered after a reasonable investigation period, we will provide a replacement or refund.
IX. MODEL WITHDRAWAL FORM (EU CONSUMERS)
(complete and return this form only if you wish to withdraw from the contract)
To: Unlimited Promova Limited, Office 202, 2nd Floor, 15 Nafpliou Str., 3025, Limassol, Cyprus; Email: [email protected].
I hereby give notice that I withdraw from my contract of sale for the following goods:
Received on:
Customer name:
Customer address:
Date:
Signature (if sent by post):