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Returns & Exchanges

At Prismoro, your comfort, hygiene, and safety are our top priorities. Because our products are intimate garments, we follow a strict returns policy to protect all of our customers while still supporting you if something goes wrong with your order.

Final Sale Policy

For hygiene reasons, all underwear and lingerie are final sale. This means we are unable to accept returns or exchanges for:

  • Change of mind
  • Incorrect size selection
  • Preference for a different color or style
  • General wear and tear after use

This policy ensures that every customer receives new, unworn items that have not been tried on or handled by others after leaving our facility.

Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, we will be happy to review the issue and assist you with a suitable solution, which may include a replacement, store credit, or refund depending on the situation.

To help us resolve the matter efficiently, please contact us within 10 days of delivery with:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and any visible defect or damage
  • A photo of the packaging, if it arrived visibly damaged

What Qualifies as a Defect

Examples of issues that may qualify as a defect include:

  • Obvious manufacturing flaws (e.g., mis-sewn seams, broken stitching on arrival)
  • Visible damage present at the time of delivery (not caused by wear or improper care)
  • Receiving the wrong size, color, or style compared to your order confirmation

Issues resulting from improper washing, normal wear and tear, or failure to follow care instructions are not considered defects.

Review & Resolution Process

Once we receive your email and supporting photos, our team will:

    1. Review your request and assess whether the item meets our criteria for a damaged or defective product.
    2. Contact you if we need any additional information.
    3. Confirm the outcome and next steps, such as issuing a replacement, store credit, or refund.

We aim to respond to all claims as quickly as possible and will always handle your request with care and professionalism.

Exchanges

Due to hygiene considerations and limited inventory, we do not offer direct size or style exchanges on underwear and lingerie. If a product is confirmed to be damaged or defective, we will work with you to find the most appropriate solution based on availability.

Contact for Returns Support

If you believe there is an issue with your order, please contact us within 10 days of receiving your package:

When reaching out, including your order number and clear photos will help us review your case quickly and provide a fair resolution.

Thank you for understanding our hygiene-focused policy and for trusting Prismoro with your intimate wardrobe.