Refund policy

Return & Refund Policy

Thank you for shopping at PRISM KENDAMA S.R.L.

We want you to be completely happy with your purchase. If you are not satisfied, you have the right to return your order under the terms below.

Right of Withdrawal (EU 14-Day Return Policy)

If you are a consumer residing in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you or a third party indicated by you (other than the carrier) receives the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (for example, by email). You may use the model withdrawal form below, but it is not mandatory.

Condition of Returned Items

Returned products must be unused, undamaged, and in their original packaging.

Important: Kendamas lose all commercial value once used, as the wood dents immediately during play. For this reason, we cannot accept returns or issue refunds for kendamas that show any signs of use, wear, dents, chips, scratches, or removed packaging.

We reserve the right to inspect all returned products and refuse a refund or apply a partial refund if the item shows signs of use beyond what is necessary to inspect it.

How to Return an Item

  1. Send an email to prismkendama@gmail.com including:

    • Your order number
    • Product(s) you wish to return
    • Reason (optional)

  2. We will inform you of the shipping address in our response to your return request.

Return shipping costs are paid by the customer, unless the product is defective or incorrect.

Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed within 14 days to your original payment method.

We may withhold the refund until we have received the goods or proof of return.

Exceptions

The right of withdrawal does not apply to:

  • Custom or personalized items (e.g. engraved kendamas, limited editions)
  • Kendamas or other products that have been used, played with, or unsealed
  • Goods that cannot be returned for hygiene reasons once opened
  • Gift cards or digital downloads

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, email prismkendama@gmail.com with your order details.

Contact Us

If you have any questions about returns or refunds, contact us at:
πŸ“§ prismkendama@gmail.com
πŸ“ PRISM KENDAMA S.R.L., PiaΘ›a Iuliu Maniu, Bl. 31E, Ap. 32, 510094 Alba Iulia AB, Romania

Model Withdrawal Form (optional)

To: PRISM KENDAMA S.R.L.
Email: prismkendama@gmail.com

I hereby give notice that I withdraw from my contract of sale of the following goods:
β€” Ordered on [date] / received on [date]
β€” Name of consumer: [full name]
β€” Address of consumer: [address]
β€” Signature of consumer (only if on paper)
β€” Date: [date]