Refund policy
1. How our products are made
Our mousepads are made to order and dispatched to you after you place your order. Production takes [2-5] business days, and delivery times are shown at checkout. Returns must be sent to the return address in section 4, not to the address the parcel came from. Returns sent anywhere else may not be processed.
2. Cancelling an order
You can cancel only before production starts. Message us at Instagram @preaimpads (recommended) or Email us at support@preaim.store as soon as possible with your order number. Once an order is in production or shipped, it can no longer be cancelled, but you keep your legal right of withdrawal below.
3. Right of withdrawal (14 days)
If you are a consumer, you may withdraw from your purchase within 14 calendar days of the day you (or a person you name) receive the product, without giving a reason.
To withdraw, tell us clearly by email at support@preaim.store or use the form at the end of this policy. Please state your order number and name. You must then send the product back within 14 days of telling us.
Condition of the product. Please return the item unused, clean and, where possible, in its original packaging. You may handle and test it as you would in a shop. If it has been used beyond that, we may deduct the resulting loss in value from your refund.
Return shipping. You pay the direct cost of returning the product. We recommend a tracked service, as you carry the risk of loss in transit.
Refund. Within 14 days of learning of your decision, we refund the price paid and the standard delivery cost. We do not refund extra costs from choosing a more expensive delivery method than our standard one. We refund to the original payment method, at no cost to you. We may wait until we have received the product, or until you show proof that you sent it, whichever comes first.
4. Return address
-- Transmitted by Instagram @preaimpads (recommended) and/or email (support@preaim.store)
5. Damaged, defective or incorrect items
Please inspect your order on arrival. If your item is damaged, defective or not what you ordered, email support@preaim.store with your order number and clear photos of the item and the packaging, ideally within [14] days of delivery. This helps us resolve it faster. We will repair, replace or refund the item, as the law provides. In that case we cover the return shipping costs, and we may ask you to keep the item or dispose of it rather than return it.
6. Legal guarantee
Regardless of this policy, you benefit from the legal guarantee of conformity under Romanian law (OUG 140/2021) for 2 years from delivery. Nothing in this policy limits your statutory rights.
7. Not covered
Refunds or replacements are not available for the following:
- Minor colour differences between screen and print, or small production tolerances, as stated on the product page
- Wear and tear, misuse, or damage caused after delivery
- Orders returned undeliverable because of an incorrect or incomplete address supplied by you. Re-shipping costs apply.
- Items sent to an address other than the return address in section 4
- Items not returned after you told us you were withdrawing
8. Complaints
Contact us first at Instagram @preaimpads (recommended) and/or support@preaim.store. We aim to reply within [7] business days.