Return Policy

At Prestivium, we do everything we can to ensure you are satisfied with your purchase. However, sometimes a product may not fully meet your expectations. No worries—returns are simple and clearly arranged. On this page, you’ll find all information about your right of withdrawal, return procedure, conditions, and refunds.

Right of Withdrawal — 14-Day Cooling-Off Period

From the moment you receive your order, you have 14 days to reconsider. Within this period, you may cancel your purchase without providing a reason.

During this time, you may inspect and assess the product as you would in a physical store.

We kindly ask you to handle the product and packaging with care. We cannot accept returns for items that have been used, damaged, or clearly worn.

How to Return Your Order

1) Register your return within 14 days

Send an email to info@prestivium.com including:

  • Your full name

  • Your order number

  • The items you would like to return

2) Receive return instructions

After your request, you will receive:

  • The return address

  • A return form that must be completed in full

The return form is mandatory.
Without the form, we cannot identify the sender and are unable to process the return.

3) Pack and ship your suitcase

  • Pack the item securely, preferably in the original packaging.

  • Include the completed return form and a copy of your proof of purchase.

  • Ship the parcel using a reliable carrier with Track & Trace.

Important: Suitcases must be well-protected to prevent transport damage. Where possible, use extra padding or protective materials.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless:

  • the product arrived defective, or

  • you received the wrong item.

In those cases, we will fully reimburse the return shipping costs.

Return Conditions

To process your return correctly, the following conditions apply:

  • The item is undamaged, unused, and complete.

  • The item is returned (where possible) in the original packaging, including all labels, protective materials, and accessories.

  • The return shipment is sent back to us within 14 days after registering your return.

  • The return form is completed and included.

Suitcase-Specific Conditions

  • The suitcase must not have been used and must show no signs of use.

  • Locks, zippers, wheels, and handles must be intact and undamaged.

  • Suitcases damaged due to insufficient return packaging may be refused.

Exceptions — Non-Returnable Items

Some items cannot be returned:

  • Personalized or custom-made products

  • Products with a broken hygiene or security seal

  • Items from special discount campaigns (such as sale, outlet, or Black Friday)
    → These are not eligible for a refund, but may be exchanged or converted into store credit.

Refunds

Once we have received and inspected your return, you will receive a confirmation email.

The purchase amount will be refunded within 14 days, using the same payment method you used for your order.

If the product is damaged, incomplete, or the return form is missing, this may lead to delays or a partial refusal of the refund.

Received a Defective or Incorrect Item?

Please check your order immediately upon delivery. If your product is damaged, defective, or incorrectly delivered, contact us within 48 hours at info@prestivium.com.

We will provide a fast and appropriate solution:

  • free replacement of the item, or

  • a full refund, including shipping costs

Return shipping costs for defective or incorrect deliveries are fully reimbursed.

Complaints & Customer Service

Do you have a complaint or feedback about your order, delivery, or our service? Please contact us at info@prestivium.com. We take every complaint seriously and aim to provide a suitable solution within 14 days.

Summary

  • 14-day cooling-off period after delivery

  • Register your return first via info@prestivium.com

  • Return form is mandatory and must be included

  • Product must be undamaged, unused, and complete

  • Suitcases must be packed securely and protectively for return shipping

  • Return shipping is at your expense, except for defective or incorrect deliveries

  • Refund within 14 days after receipt and inspection

  • Complaints? We help you personally and professionally