Refund policy
RETURN AND REFUND POLICY
Last Updated: November 1, 2025
OVERVIEW
KYLIAN FUENTES (www.prettydiana.com) wants you to be completely satisfied with your purchase. This policy outlines our return and refund procedures for customers worldwide, with specific focus on the United States and United Kingdom.
Key Points:
- 30-day return window
- Items must be unworn with tags
- Customer pays return shipping
- Refunds processed in 7-10 business days
RETURN ELIGIBILITY
Acceptable Returns
Items must be:
- Returned within 30 days of delivery
- Unworn and unwashed
- In original condition with all tags attached
- In original packaging (if applicable)
- Accompanied by proof of purchase from www.prettydiana.com
Non-Returnable Items
We cannot accept returns for:
- Items marked as "Final Sale"
- Intimate apparel or underwear
- Items worn, washed, or altered
- Items damaged due to customer use
- Returns requested after 30 days
RETURN PROCESS
Step 1: Request Return Authorization
Contact us via one of these methods:
- Email: marinesafe4@gmail.com
- Phone: +33 7 56 83 54 50
- Website: www.prettydiana.com/returns
Please provide:
- Order number
- Item(s) to return
- Reason for return
- Photos if claiming defect
Step 2: Receive Return Instructions
Within 48 hours, we'll send:
- Return authorization number (RMA)
- Return shipping address in France
- Customs declaration instructions
Step 3: Ship Your Return
- Package items securely
- Include RMA number inside package
- Mark package as "RETURNED GOODS" for customs
- Declare value as original purchase price
- Ship via trackable method
Important: We recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for items lost in return transit.
RETURN SHIPPING
Customer Responsibility
- Customer pays all return shipping costs
- Estimated costs:
- From USA to France: $15-30 USD
- From UK to France: £10-20 GBP
- Original shipping costs are non-refundable
Exceptions - We Cover Return Shipping
We provide a prepaid return label only for:
- Defective items
- Incorrect items sent
- Damaged items upon arrival
CUSTOMS AND DUTIES
Return Shipments
- Mark packages as "RETURNED GOODS"
- Include original invoice from www.prettydiana.com
- Declare original value paid
- No additional customs fees should apply for returns
Important Note
If packages are not properly declared, resulting customs fees are customer's responsibility.
REFUND PROCESS
Inspection Period
Upon receiving your return:
- 2-3 business days for inspection
- Email confirmation of refund approval
- Notification if return is rejected
Refund Timeline
Once approved:
- 7-10 business days to process
- Refund to original payment method
- EUR amount converted to your currency
- Bank processing may add 3-5 days
Refund Amount
Full Refund includes:
- Product price
- Taxes paid
Not Refunded:
- Original shipping costs
- Return shipping costs (unless our error)
- Currency conversion fees
- Import duties paid to your government
Partial Refunds
May be issued for:
- Items returned after 30 days (at our discretion)
- Items not in original condition
- Items with missing parts/accessories
EXCHANGES
Exchange Process
We do not offer direct exchanges. To exchange:
- Return the original item for refund
- Place a new order on www.prettydiana.com
- Contact us for potential shipping discount code
DEFECTIVE OR INCORRECT ITEMS
Our Guarantee
If you receive:
- Defective items
- Incorrect items
- Damaged items
We will:
- Provide prepaid return label
- Offer full refund including original shipping
- OR send replacement at no charge
Reporting Timeline
Must be reported within:
- 48 hours of delivery for damage
- 7 days for defects
- Include photos as evidence
- Contact: marinesafe4@gmail.com or +33 7 56 83 54 50
CANCELLATIONS
Before Shipment
- Full refund if cancelled within 24 hours
- Contact immediately: marinesafe4@gmail.com or +33 7 56 83 54 50
After Shipment
- Treated as a return
- Standard return policy applies
- Customer pays return shipping
GIFT RETURNS
Gift Recipients Can:
- Exchange for store credit on www.prettydiana.com
- Return for store credit
- Original purchaser receives refund if requested
Requirements:
- Gift receipt or order number
- Same return conditions apply
STORE CREDIT
Optional Alternative
Instead of refund, choose store credit:
- 10% bonus added to credit amount
- Never expires
- Can be used on www.prettydiana.com
- Transferable to others
SPECIAL CIRCUMSTANCES
Lost Packages
In Transit to You:
- We file claim with carrier
- Full refund or replacement
In Return Transit:
- Customer files claim if insured
- We assist with documentation
Peak Season Returns
During November-January:
- Allow extra 5-7 days processing
- Extended return window to January 31st
CUSTOMER SERVICE
Contact Us
Website: www.prettydiana.com
Email: marinesafe4@gmail.com
Phone: +33 7 56 83 54 50
Response Time: Within 48 hours
Languages: English, French
Required Information
When contacting us, provide:
- Order number
- Full name
- Reason for return
- Photos (if applicable)
DISPUTE RESOLUTION
Unsatisfied with Return Decision?
- Request manager review
- Provide additional documentation
- Final decision within 5 business days
Consumer Protection
- European Consumer Centre (UK customers)
- CNIL (French data protection)
- French mediation service available
LEGAL RIGHTS
EU/UK Customers
This policy does not affect your statutory rights under:
- Consumer Rights Act 2015 (UK)
- EU Consumer Rights Directive
- 14-day cooling-off period for online purchases
US Customers
- Rights vary by state
- This policy provides minimum protections
POLICY UPDATES
We may update this policy. Check www.prettydiana.com for the current version.
QUESTIONS?
Contact our Customer Service:
KYLIAN FUENTES
16 Rue de la Tour
92190 Meudon, France
Website: www.prettydiana.com
Email: marinesafe4@gmail.com
Phone: +33 7 56 83 54 50
Subject Line: "RETURN REQUEST - [Order Number]"
Business Hours:
Monday-Friday: 9:00 AM - 6:00 PM (CET/Paris Time)
Weekend response within 48-72 hours
By making a purchase on www.prettydiana.com, you agree to this Return and Refund Policy.