We want you to love your Prison Pals gear. This policy applies to merchandise purchased on prisonpalsbc.com and shipped within the United States. We do not sell alcohol online, so no beverage returns apply.
Return window
You can request a return or exchange within 30 days of delivery. Items must be unused, unworn, unwashed and in their original condition and packaging, with tags attached.
Items that cannot be returned
- Items marked as final sale or purchased with a clearance discount.
- Gift cards.
- Personalized or custom-made items.
- Items that show signs of use, washing, damage caused after delivery, or missing tags.
Glassware can be returned only if unused and in its original packaging.
Damaged, defective or wrong items
If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a full refund, including original shipping costs, at no cost to you.
How to start a return
- Email us at [Contact email] with your order number, the items you want to return and the reason.
- We will reply with return instructions and the return address.
- Pack the items securely and ship them using a trackable service.
Returns sent without prior approval may not be accepted.
Refunds
Once we receive and inspect your return, we will email you to confirm whether it was approved. Approved refunds are issued to the original payment method within 5 to 10 business days. Your bank or card issuer may take additional time to post the credit.
Original shipping charges are not refundable, and return shipping costs are the customer's responsibility, unless the return is due to our error or a defective item.
Exchanges
For a different size or color, request an exchange by email. If the new item is in stock, we will ship it once we receive the original item. If it is not available, we will issue a refund.
Order cancellations
You can ask us to cancel an order that has not shipped yet by contacting us as soon as possible. Once an order has shipped, it must be handled as a return.
Contact
Questions about returns can be sent to:
[Company legal name]
[Company address]
Email: [Contact email]
Phone: [Phone number]