Refund policy
Returns, Refunds and Cancellations
We want you to be satisfied with your PREPHAUS tools. If something isn't right, this policy explains exactly what to expect.
Return window
You may request a return within 30 calendar days of the delivery date. Requests made after 30 days cannot be accepted.
Condition of the product
To be eligible for a return, the item must be:
- Unused, or used only to the extent necessary to assess it
- In its original packaging, with all accessories, blades, lids and inserts included
- Free of damage not present at delivery
For hygiene reasons, food storage containers and silicone accessories that have been washed or used to store food cannot be returned unless they arrived damaged or defective.
How to start a return
Email support@prephaus.com with your order number and a short description of the issue. Include photographs if the item arrived damaged or defective. We respond to return requests within 2 business days and will send you return instructions and a return address.
Who pays return shipping
- Damaged, defective or incorrect item: we cover the full cost of return shipping, and we cover the cost of sending a replacement.
- Change of mind: the customer covers the cost of return shipping. Original shipping charges, if any were paid, are not refunded.
Refund timing
Once we receive and inspect the returned item, we notify you of the outcome within 3 business days. Approved refunds are issued to the original payment method. Depending on your bank or card issuer, the funds typically appear within 5 to 10 business days after we process the refund.
Exchanges
We do not process direct exchanges. Return the original item for a refund and place a new order for the replacement.
Order cancellations
You may cancel an order at no cost while it has not yet shipped. Email support@prephaus.com as soon as possible with your order number. Once an order has shipped it can no longer be cancelled, but it can be returned under the terms above.
Warranty
Every PREPHAUS tool carries a 1-year limited warranty against manufacturing defects, running from the delivery date. The warranty does not cover normal wear, misuse, accidental damage, or damage caused by cleaning methods not recommended for the product.
Contact
PREPHAUS S.A.S
Alfonso Lamina, Quito 170904, Ecuador
Email: support@prephaus.com
Phone: +593 98 312 0624
Support hours: Monday to Friday, 9:00am - 5:00pm (EST)