Returns Policy

We will ensure that all EU customers are covered by the UK’s Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This means you can cancel and return any on-line order within fourteen (14) working days of receipt of the goods, unless this order has been personalised or made especially for you, in which case orders cannot be cancelled, exchanged or refunded.

To cancel your order, you must notify us in writing within the set time limit, by e-mail to:
info@puroprestige.com, or by letter to:
Puro Prestige
160 City Road
London EC1V 2NX
United Kingdom

Before sending the items back to us, you must wait for us to send you a confirmation of return, which will give you further instructions to help you send the goods back to us.

Please note that, under the Consumer Contracts Regulations, you are responsible for the full cost of returning any unwanted goods, unless the goods are faulty, in which case we will agree with you the best way to return the goods.

Moreover, you have a statutory duty to take reasonable care of the goods you wish to return. You can therefore be held responsible for any damage occurring after you have received the goods, including during the return transport. It is therefore advisable to take on any extra insurance to cover the goods in transit, as well as keep proof of despatch.

Please make sure you return the goods unused and undamaged, with the original gift box (as this will contribute to better protection of the items in transit). Should you return faulty items, please mention faults accordingly in the accompanying documents.

Once we have received your returned goods, you are entitled to a full refund, provided the goods are returned in perfect condition. We will endeavour to reimburse your returned goods within fourteen (14) working days of receipt of the returned goods.

Should we receive returned goods without prior notice or beyond the time limits stated above, we reserve the right to refuse the goods or issue credit notes instead of refunds. These credit notes can take the form of a digital gift card/voucher.

This does not affect your statutory rights.