Returns and Right of Withdrawal

1. If the customer acts as a consumer, the customer has the right to withdraw from the purchase contract within 14 days from the date on which the product is received, without giving any reason and without any penalty.
2. In case of an order concerning multiple products delivered separately, the 14-day withdrawal period starts from the date on which the last product is received.
3. To exercise the right of withdrawal, the customer must inform The Prism of the decision to withdraw by sending an explicit statement by email to:

support@theprism.com

The communication must include:

• customer’s name and surname;
• order number;
• product subject to withdrawal;
• email address used for the purchase.

1. The customer may use the standard withdrawal form provided by applicable law, but its use is not mandatory.
2. The product must be returned to:

The Prism
Piazza Napoli, 22
20146 Milan
Italy

1. The product must be returned intact, undamaged, in its original packaging, complete with all parts, accessories, certificates, documentation and any materials received.
2. The direct costs of returning the product shall be borne by the customer, unless otherwise indicated or in case of defective or non-conforming products.
3. The customer is responsible for any decrease in the value of the product resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.
4. The Prism will refund the amount paid by the customer, including any standard delivery costs incurred at the time of purchase, within 14 days from the date on which The Prism is informed of the customer’s decision to withdraw.
5. The Prism may withhold the refund until it has received the returned product or until the customer has provided proof of having sent back the product, whichever occurs first.
6. The refund will be made using the same payment method chosen by the customer for the purchase, unless otherwise agreed between the parties.
7. In case of payment by bank transfer, the customer must provide the bank details required for the refund, including IBAN, SWIFT and BIC where required.
8. The right of withdrawal does not apply in the cases provided for by applicable law, including, by way of example, products made to measure, personalised products or products made according to the customer’s specific requests, where such exception is applicable.
9. Products must be returned using packaging suitable to protect them during transport. The Prism shall not be responsible for damage, loss or deterioration occurring during the return shipment if caused by inadequate packaging or by the carrier chosen by the customer.
10. For returns from countries outside the European Union, any customs duties, import taxes, local charges, customs clearance fees or other amounts related to the return shipment shall be borne by the customer, unless the return is due to a defective or non-conforming product accepted by The Prism.