Refund policy
At PRANA, every gemstone is a unique creation of nature. We carefully inspect each piece before it is shipped to ensure it arrives in excellent condition. If you're not completely satisfied with your purchase, we're here to help.
Returns
We offer a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.
To be eligible for a return, your item must be returned in its original condition and packaging, together with any included accessories and proof of purchase.
To request a return, please contact us at pranastonesbcn@gmail.com
Please do not send your item back without contacting us first. Once your return request is approved, we'll provide instructions on how and where to return your order.
Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged during shipping, defective, or you receive the wrong product, contact us within 48 hours of delivery with your order number and clear photographs of the item and packaging. We'll review your request and arrange a replacement or refund where appropriate.
Non-Returnable Items
The following items cannot be returned:
- Personalized or custom-made products
- Gift cards
- Final sale or clearance items
Please note that every gemstone is naturally formed. Variations in color, pattern, size, shape, texture, and natural inclusions are unique characteristics of the stone and are not considered defects.
Exchanges
If you would like a different gemstone, the quickest option is to return your original purchase (once approved) and place a new order for the desired item, subject to availability.
European Union Right of Withdrawal
If you are purchasing within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without providing a reason, in accordance with applicable EU consumer protection laws.
Items should be returned in their original condition and packaging, together with proof of purchase.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or payment provider may take additional time to process the refund.
Original shipping charges are non-refundable unless the return is due to our error or the item arrived damaged or incorrect.
If you haven't received your refund within 15 business days after approval, please contact us at pranastonesbcn@gmail.com