Refund policy
RETURNS & REPLACEMENTS
The Prowler RED website accepts unwanted items for refund or exchange within 30 days of delivery. All we ask is that products are unopened, unused, and unworn as appropriate.
To submit a return request, please sign in to your account.
You will be required to cover the cost of return postage for unwanted items. When exchanging an item, return postage is also at your cost.
Please obtain a free certificate of posting from the Post Office when returning items and retain it. We cannot accept responsibility for items lost in transit without proof of postage. Items returned in an unsanitary, opened, or used condition will not be refunded and will be returned to you.
Please send all returns to: Prowler RED, 50 Old Compton Street, London, W1D 4UB, clearly marked with your order number.
Promotional offers: For orders placed under a 3 for 2 or similar promotional offer, refunds on returned items are calculated at the promotional price paid. The discount is applied proportionally across all items in the order, and the refund reflects the discounted price of the returned item rather than the full retail price.
Faulty items: Please email us directly at customercare@prowlerred.com with photos of the defect if possible, stating your order number. Faulty items will be replaced or refunded within 30 days of delivery.
Non-returnable items: Some products are exempt from your right to return once opened, used, or worn. This includes, but is not limited to:
- Lubricant
- Condoms
- Room Aromas
- Lingerie
- Underwear
The above returns policy applies to purchases made through the Prowler RED website only and does not necessarily apply to purchases made in our retail store. Please contact our store if you require more information on in-store returns.
EU Customers: If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of delivery without giving a reason, provided items are unopened, unused, and in original condition. Please note that hygiene-sealed products (including lubricants, condoms, room aromas, lingerie, and underwear) are exempt from this right once the seal is broken. To exercise your right of withdrawal, please sign in to your account or contact us at customercare@prowlerred.com.