Refund policy
We want you to love your Prisma. If you don't, sending it back is simple.
30-day money-back guarantee
You have 30 days from the day your order is delivered to request a return for any reason. If you change your mind, don't get on with it, or it simply isn't what you expected, contact us at support@getprisma.store and we will issue a return authorisation and the return address.
To be eligible, the console must be in a re-sellable condition: complete, with the carry case, cable and any included accessories, and with no physical damage beyond normal handling. Please keep the original packaging where you can.
Your statutory right to cancel (UK)
If you are a consumer in the United Kingdom, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving it, without giving a reason. This right sits alongside — and does not replace — our 30-day guarantee above, which is more generous.
To exercise the statutory right, tell us clearly within the 14-day window (an email to support@getprisma.store is enough). You then have a further 14 days to send the goods back.
Return shipping costs
- Faulty, damaged or not as described: we pay the return shipping and refund you in full.
- Change of mind: you cover the cost of returning the item to us. We recommend a tracked service — until the parcel reaches us it remains your responsibility.
Refunds
Once your return arrives and has been checked, we will refund you within 14 days, to the original payment method. Refunds include the standard outbound delivery charge you paid (which for UK orders is zero). We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and function of the product.
Bank and card processing times mean the money can take a further 3–5 business days to appear on your statement.
Faulty items and warranty
Every Prisma is covered by a 3-year warranty against manufacturing defects. If the console develops a fault, email support@getprisma.store with your order number and a short description or video of the problem, and we will repair or replace it at no cost to you.
The warranty does not cover accidental damage, liquid damage, or damage caused by modification or misuse. Your statutory rights under the Consumer Rights Act 2015 are not affected.
Items that arrive damaged
If your parcel arrives visibly damaged, photograph it before opening if you can, and contact us within 7 days of delivery. We will replace the item straight away.
How to start a return
Email support@getprisma.store with your order number and the reason for the return. We reply within one business day and will send you the return address and instructions. Please do not send anything back before you have heard from us — unauthorised returns can be delayed or lost.
Who you are dealing with
Prisma is a trading name of Carrer Concept — Digital Utopia, Lda, Rua da Carreira 41, 4435-145 Rio Tinto, Porto, Portugal. Orders are shipped internationally to UK customers; return addresses are provided on request and may differ from the registered address above.