1. Overview

This Refund and Returns Policy explains how PrisyGoNatural (“Prisy”, “we”, “us” or “our”) handles returns, exchanges and refunds for orders placed through our official website, www.prisygonatural.com.

This policy should be read together with our Terms and Conditions. It does not affect any statutory rights you have under Ghanaian consumer protection law.

2. Hygiene & Personal-Care Items

3. Eligibility for Change-of-Mind Returns

If you simply change your mind about an unopened, unused product, you may request a return within [X] days of delivery, provided that:

• The product is unopened, unused and in its original packaging
• The product is not marked as non-returnable (see Section 4)
• You contact customer service before sending anything back

[state whether a restocking fee applies]

4. Non-Returnable Items

The following items cannot be returned or refunded once your order has been confirmed, except where the item is faulty, damaged, or incorrect:

• Opened or used skincare, body-care or personal-care products
• Opened herbal tea packaging
• Items purchased as part of a discounted set once any item from the set has been opened
• Items marked as final sale or clearance, where applicable

5. Damaged, Wrong or Missing Items

If your order arrives damaged or leaking, if you receive the wrong product, or if an item is missing from your package, please:

• Contact customer service promptly, and in any case within 48 hours of delivery
• Provide your order details and clear photographs (or a short video) of the item and packaging received
• Keep the product and all original packaging until the issue has been reviewed

Once reviewed and approved, we will arrange a replacement, exchange or refund, at our discretion, at no additional cost to you.

6. How to Request a Return or Refund

To request a return, exchange or refund, please contact us through our official website before sending any product back. Do not return a product without first receiving instructions from our customer service team, as unapproved returns may not be accepted or refunded.

Please have the following ready when you contact us:

• Your order details (name, telephone number and order reference, where available)
• The reason for your return or refund request
• Photographs or video, where the item is damaged, incorrect, or has a missing component

7. Refund Method & Timing

Approved refunds will be issued to the original payment method used at checkout (Mobile Money or card), and will normally be processed within [X] business days of approval.

Where a refund to the original payment method is not possible, we may offer store credit or an alternative arrangement, which will be discussed with you directly.

8. Order Cancellations

You may request to cancel an order by contacting customer service as soon as possible after placing it. Cancellation requests must be reviewed before the order has been packaged or dispatched.

If your order has already been packaged or dispatched, it cannot be cancelled, but you may still be eligible to request a return once it arrives, subject to this policy.

Approved cancellations made before dispatch will be refunded in full.

9. Return & Delivery Costs

Where a return is due to our error — a faulty, damaged, incorrect or missing item — [Prisy / the customer] will cover the cost of returning the item and any re-delivery.

Where a return is due to a change of mind on an eligible, unopened item, [Prisy / the customer] will be responsible for the cost of returning the item. Original delivery charges are non-refundable in change-of-mind returns.

10. Contact Us

For any return, exchange or refund request, please contact us through our official website: www.prisygonatural.com.

Always confirm that you are communicating through an official Prisy channel before sharing any personal or payment information, and before sending any product back.