Refund policy

- We accept returns and exchanges if requested within 14 days of delivery. Items must be unworn, unwashed, and returned in their original packaging. Items returned that show signs of wear, washing, or damage will not be accepted.

Send an email to info@prisanabay.com for any returns or exchanges. The original shipping cost will not be refunded back to you if doing a return, and an additional $5 is deducted for return shipping. For an exchange, a $10 shipping fee is required.

- We do NOT offer returns or exchanges on orders placed outside of the United States due to high shipping costs.

-Starting March 1st, 2026 all approved returns will be issued as store credit only. 

- If the product was sent with the wrong size, we will send over the correct size and fully cover all costs. This must be requested within 7 days of delivery of product.  After 7 days, we will not be able to exchange.

- We cannot control the order once it is shipped out.

- If a delivery address is entered wrong, we cannot change it, unless we see your email before it is fulfilled.  If the order was delivered to a wrong address because of customer error, we will likely, but not always, receive the package back from the delivery carrier.  If we do not receive it back, we are not responsible for replacement.  If we do receive it back, we can reship to the correct address at customer's expense. 

- Some international orders require that you pay customs fees/taxes. We are not responsible for these fees. Any invoice you receive from a carrier to pay for customs fees/taxes or other, is your sole responsibility

- EU Right of Withdrawal

Customers located in the European Union may exercise their 14-day right of withdrawal by emailing us at info@prisanabay.com with their order number and a clear request to cancel or withdraw from their order.

Once we receive your request within the required withdrawal period, we will process the cancellation or return in accordance with EU consumer withdrawal rights and issue any eligible refund back to your original payment method.

This email request serves as Prisana Bay’s withdrawal request method while we work to add a dedicated online withdrawal button to our website.