Refund and return policy

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Returns and Refunds

You can make a return request within 14 days of receiving the product. However, keep in mind that custom-made products do not fall under our return and replacement policy. Contact us for more information.

How to make a return on Prisma

How does it work?


Access the support page


Select “Returns and Refunds” as the requested type.


Indicate in the message the order number, product, and all necessary information.



Relax and wait for our customer service team to contact you.

Return policy

Our goal is to ensure your complete satisfaction and resolve any inconveniences as best as possible. Find out the information needed to be able to make a return request.


Return request deadline

You have 14 days to initiate a return request from the date you receive the product. After this deadline has passed, we unfortunately will not be able to accept the return.


Sending the request

To initiate a return request, you can use the form on our support page. Fill in all the required details, including the order number, a detailed description of the reason for the return so that we can provide you with better assistance.


Customized return and replacement policy

Please note that our return and replacement policy does not apply to products made to order. Because these items are created especially for you, we cannot accept returns or offer replacements unless they are defective or damaged during delivery.

Additional information


Products must be returned in unaltered and unused condition to the following address: PRISMA SRL Via Umbria 7, 65015 Montesilvano (PE) Italy.


Goods must be returned by mail, courier or freight forwarder after consulting with Prisma customer service. In most cases, the costs are borne by Prisma.


Returned products must be in their original packaging.


The return and replacement policy does not apply to products made to order.