Returns Policy

Change of Mind

Full priced items purchased online are eligible to be returned for a store credit or refund.

As a valued customer of Prene, we would like to thank you for your purchase. 

In the instance that you may need to return one of your items, the following terms and conditions apply to all purchases made online at prenebags.com.

CONDITIONS OF RETURN 
Please ensure the below conditions are met, before submitting your return request:

  • The goods are able to be returned to, and received by, our PO BOX within 14 days of receiving your order. 

  • Item(s) must be in perfect condition and must not have been creased, worn, altered, damaged or washed. In the result of this happening we will be unable to accept your return. 

  • Item(s) must be in original packaging with all tags attached.

  • E-Gift cards cannot be returned.

 

Faulty 

Items purchased online that are deemed faulty (subject to Prene authorisation) can be returned for exchange, credit note or refund. 

Our warranty period for faulty items is 4 months. A receipt and/or proof of purchase is required.

Please note that normal wear and tear is not considered a product or manufacturing fault.

Prene reserves the right to reject returns that do not comply with the above conditions.

 

Return Portal

1. Please see here for the Return Portal to lodge your return request.

2. Once your return request has been processed you will receive an email with further information on the next steps within 24-48 business hours.

3. We kindly ask you to return your item using the same packaging it was delivered in to help us reduce our environmental impact. If the satchel or box is no longer usable, please use a secure postage bag or box to return your item(s).Prene is not liable for the loss or damage of garments in return transit. We recommend sending the item via a traceable delivery method and keeping record of your tracking number. Please note original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.

4. Once your online return is received by our returns team, the item(s) will be assessed to ensure it complies with our policy and a return outcome will be determined within 10 business days. If your online return has been credited to an online voucher you will receive an email with your voucher number to redeem online at checkout. Credit vouchers are valid for 2 years from date of issue and not refundable or redeemable for cash.

 

International Returns

1. Email our Customer Care team at customercare@prenebags.com to request a Return Authorisation number (RA.) We kindly ask you to include:

- the original order number

- the details of the item/s

- the reason for return

in your RA request email. Once approved, we will send you a returns form for you to fill out and include in your return. Please note, no returns will be accepted without a return authorisation from our Customer Care team.

2. Once you are issued with an RA number, please return your item to the following address:

Prene International Returns
RA#:
Prene Bags
Suite 196, 45 Glenferrie Road
Malvern
Vic 3144

PLEASE NOTE: RETURNS WITHOUT A RETURN AUTHORISATION NUMBER WILL BE REJECTED.

3. We kindly ask you to return your item using the same packaging it was delivered in to help us reduce our environmental impact. If the satchel or box is no longer usable, please use a secure postage bag or box to return your item(s).

Once your online return is received by Customer Care, the item(s) will be assessed to ensure it complies with our policy and a return outcome will be determined within 10 business days. If your online return has been credited to an online voucher you will receive an email with your voucher number to redeem online at checkout. Credit vouchers are valid for 2 years from date of issue and not refundable or redeemable for cash. 

Prene is not liable for the loss or damage of garments in return transit. We recommend sending the item via a traceable delivery method and keeping record of your tracking number. Please note original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.

Due to COVID-19 there is the potential for delays with international shipping, therefore, potential delays in international returns reaching our mailbox.