Refund policy

  1. We have a 5-day return policy, which means you have 5 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at Info@prismatiqueusa.com. Please note that returns will need to be sent to the following address:  2514 Hollywood Blvd, suite 204, Hollywood Fl, 33020

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at Info@prismatiqueusa.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as vials) custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.



    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at Info@prismatiqueusa.com.

    Claims for missing items or items damaged in transit must be received within three business days of receipt of merchandise.
  2. All returns must be pre-approved. Obtain pre-authorization for returns from Prismatique by contacting your representative. If you don’t have an assigned representative, please contact us at 754-204-3994.
  3. Equipment is not eligible for refunds after 30 days of the delivery date. Equipment will only be considered for a refund if it is returned in its original packaging.
  4. Equipment that is out of the 7-day guarantee and/or not returned in the original packaging will not be considered for a refund.
  5. Refund request forms must be filled and returned within 14 calendar days in order for a refund to be considered. Failure to return the completed refund request form will result in a voided refund and credit will be applied to the client’s account for future purchases.
  6. Return shipping costs are at the expense of the customer.
  7. Handheld devices, furniture and skin care products are non-refundable. If the item(s) arrives damaged, contact Prismatique within 3 days.
  8. All gifted, complimentary, or free items must be returned along with the main unit. In case the gifted items are not returned, the full cost of the item will be deducted from the refund (if eligible). Failure to return gifted items may result in ineligibility for a refund.
  9. Items must be in brand-new condition, unused, and returned in original packaging. We strongly recommend you keep the packaging of the product for 30 days after receiving it.
  10. Damage of the equipment due to unauthorized product modifications, improper voltage supply, abuse, improper packaging, or inappropriate use/use prior being trained by an authorized Prismatique educator is not covered by this warranty.
  11. Equipment must be received within 30 days from the day the Return request was approved and issued by Prismatique. Items returned within the first 30 days without the original packaging or in used/not sellable condition are subject to a 20% restocking fee. Prismatique reserves the right to refuse any returns depending on the condition of the returned item. Prismatique will not issue a refund for any large device (75lbs or shipped via freight) without its original case.
  12. Customers are responsible for properly packaging products for return to the Prismatique facility to avoid any possible damage during shipping transit. Any damage resulting from inappropriate packaging/insufficient protection inside the shipped box is at fault of the customer. Each accessory must be packed individually and carefully protected with bubble wrap, Styrofoam, or a similar material and any screen on the unit must also be carefully covered during transportation. Items returned must be tightly secured inside the package with its accessories safely protected to avoid damage due to shifting during transportation.
  13. Custom products are final sale and are not eligible for returns, exchanges, changes, or alterations.
  14. Refunds are contingent upon the condition of the equipment, packaging, date of purchase, and must be preauthorized. If a refund is granted, it is issued within 90 days.
  15. Shipping charges for returned or exchanged products are the responsibility of the customer and are non-refundable.
  16. Refunds are only issued for the cost of the equipment/products. All shipping and handling fees are non-refundable.
  17. Any shipping and handling damages must be reported to Prismatique within 24 hours of receiving a product.