Returns Policy
We offer a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.
To be eligible, the item must be in the same condition as when received — unworn or unused, with original tags and packaging. A receipt or proof of purchase is also required.
To start a return, contact us at sales@promino.com.au.
If your return is approved, we’ll provide a return shipping label and instructions for sending your package. Please note: items sent back without prior approval will not be accepted.
For any questions about returns, email sales@promino.com.au.
Damages and Issues
Please inspect your order on arrival and contact us immediately if it is defective, damaged, or incorrect. We’ll assess the issue and work to resolve it promptly.
Exceptions / Non-Returnable Items
We cannot accept returns for:
- Perishable goods (e.g. food, flowers, plants)
- Custom products (e.g. special orders or personalised items)
- Personal care items (e.g. beauty products)
- Hazardous materials, flammable liquids, or gases
We also cannot accept returns for sale items or gift cards. If unsure about your item, please contact us.
Exchanges
The quickest way to get your desired item is to return the original purchase. Once the return is accepted, place a new order for the replacement item.
European Union – 14 Day Cooling-Off Period
If your order is shipped to the EU, you have the right to cancel or return it within 14 days for any reason. The item must be in its original condition, unworn or unused, with tags and packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we’ll notify you if your refund has been approved. Approved refunds will be processed to your original payment method within 10 business days.
Please note: banks or credit card companies may take additional time to process the refund. If more than 15 business days have passed since approval, contact us at sales@promino.com.au.
