Refund policy
Return & Refund Policy
Last updated: April 2026
At PROM General Trading LLC, we want you to be satisfied with your purchase. Please review our return and refund policy carefully before submitting a request.
14-Day Return Policy
You have 14 days after receiving your item to request a return.
To be eligible:
• item must be unused
• in original packaging
• proof of purchase required
Start a return via:
📩 prom@prom-store.com
Returns without prior approval will not be accepted.
Return Address
Return instructions and the correct return address will be provided after approval.
Please do not send items back to the shipping origin address unless instructed.
Return Shipping Costs
Customers are responsible for return shipping unless the item is defective, damaged, or incorrect.
Original shipping fees are non-refundable.
Damaged / Defective / Wrong Items
Contact us within 48 hours after delivery:
📩 prom@prom-store.com
Include photos of:
• product
• packaging
• shipping label
We will offer replacement, refund, or store credit depending on the case.
Final Sale Items
Returns are not accepted for:
• clearance / sale items
• personalized products
• hygiene items
• beauty products
• perishable goods
• hazardous materials
• gift cards
Exchanges
We do not process direct exchanges.
Please return the item and place a new order.
EU 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
Items must remain unused and in original packaging.
Refunds
Approved refunds are issued to the original payment method within 10 business days after approval.
Banks may require additional processing time.
If more than 15 business days pass after approval:
📩 prom@prom-store.com
Late or Missing Deliveries
Orders confirmed as lost in transit will be replaced or refunded.
Refunds Without Return (Low-Value Items)
For certain low-value items, refunds may be issued without return at our discretion.
Order Cancellations
Orders may be canceled within 12 hours after purchase.
After this period, cancellation may no longer be possible if fulfillment has started.
Incorrect Shipping Address
Customers are responsible for providing accurate shipping details.
Reshipping costs may apply.
Customs & Import Taxes
Import duties and local taxes are the responsibility of the customer and are non-refundable.
Contact
📩 prom@prom-store.com