Refund policy

Effective Date: October 2025

At PRAVA, we are committed to ensuring your complete satisfaction with our premium quality seltzers and providing a smooth, transparent, and hassle-free return and refund process. If you encounter any issues with your order, please review our detailed policy below to understand your rights and the procedures to request a return, refund, or exchange.

We want you to love every PRAVA experience. If your order arrives damaged, defective, or incorrect, you can request a return or refund within 7 days of delivery. Refunds are processed within 5–7 business days once the return is received and approved. Please note that opened, used, or personalized items cannot be returned.

1. Eligibility for Returns

You may be eligible to request a return if your product meets one or more of the following criteria:

  • The product was damaged or defective upon delivery.
  • You received the wrong product or flavor.
  • The product was delivered with missing or incorrect quantities.
  • The product remains unopened, sealed, and in its original packaging at the time of the return request.
  • Proof of purchase (invoice or order confirmation) is required for all returns.

2. Return Window & Timeframe

  • All return requests must be initiated within 7 calendar days from date of delivery
  • Requests after this window will be reviewed on a case-by-case basis at our discretion.
  • Return timelines may differ during promotional or peak seasons; we’ll communicate any exceptions in advance.
  • For refunds related to damaged or defective products, the product must be returned within this window to qualify.

3. How to Initiate a Return

To start the return process:

  • Contact our Customer Support team via:
  • Provide the following details:
    • Your order number.
    • Product name and flavor.
    • Reason for return (damaged, defective, wrong item, etc.).
    • Photos of the product if it is damaged or defective.
  • Our team will review your request and guide you through the return authorization process.
  • Upon approval, we will issue a return shipping label if applicable.
  • Please do not ship products back without prior authorization, as unauthorized returns may be rejected.
  • Keep your return shipment receipt until your refund is processed.

4. Packaging & Condition of Returned Items

  • Products must be returned unused, unopened, and in their original packaging with all labels and documentation.
  • We recommend using the original shipping box or a similarly sturdy package to prevent damage.
  • All original packaging, tags, invoices, and documentation must be included.
  • Returns of damaged products caused during return shipping due to improper packaging may not qualify for refund.
  • We recommend packing the product securely to avoid further damage during transit.

5. Inspection & Refund Processing

  • After receiving the returned product, our quality team will inspect the item.
  • If your return does not meet our quality criteria, it will be sent back to you without a refund.
  • Refunds will be processed to your original payment method within 5–7 business days after inspection and approval.
  • Refunds are issued only to the original payment method used at checkout; we do not issue cash refunds.
  • Refund amounts will reflect any discounts, promos, or partial payments used at purchase. In case of partial refunds, the adjusted amount will be credited accordingly.

6. Exchange Policy

  • We offer exchanges for damaged items or to switch to a different flavor, subject to product availability.
  • Requests for exchanges must be made within the return window.
  • Exchanges are processed only after the original item has been received and inspected.
  • If the requested item is unavailable, a full refund or store credit will be offered.
  • Customers are responsible for any additional shipping costs associated with exchanges unless the product is damaged or defective.

7. Items That Cannot Be Returned

The following items are not eligible for returns:

  • For health and safety reasons, we cannot accept returns of opened, used, or perishable products.
  • Gift cards, discounts, or promotional bundles are non-refundable.
  • Personalized, customized, or promotional items.
  • Digital subscriptions or app-based services (if applicable).

8. Late or Missing Refunds

  • If you haven’t received your refund within 7 business days after approval:
    • Please check your payment account first, then contact our team if it hasn’t appeared.
    • Contact our support team with your order number and return tracking details.
    • Refunds may take longer to reflect for international transactions.
  • Ensure your bank or payment provider has processed the refund, as it may take additional days depending on their policies.

9. Shipping & Cost Responsibilities

  • For damaged, defective, or incorrect orders:
    • We will cover all return shipping costs for damaged, defective, or incorrect items.
    • We do not reimburse shipping costs for returns initiated without prior authorization.
    • We will arrange and pay for the courier to pick up the product or provide a prepaid return label.
  • For returns due to change of mind or customer preference:
    • The customer is responsible for all courier charges and shipping costs.
    • Customers must arrange and pay for the return shipping.

10. Handling Delays & Force Majeure

PRAVA is not responsible for delays caused by:

  • We are not responsible for delays caused by natural disasters, courier disruptions, customs issues, or other events beyond our control.
  • We’ll notify you promptly of any major delay affecting your return or refund.

11. Eco-Friendly & Sustainable Practices

PRAVA is committed to sustainable practices. Whenever possible, we use recyclable or eco-friendly packaging and encourage customers to return items in their original boxes. We aim to minimize waste and carbon footprint at every stage of our return process.

12. Reporting Issues & Customer Support

If you encounter any problems with your order:

  • Contact our Customer Support team via:
  • Please provide your order details and a clear description of the issue.
  • We’ll acknowledge your request within 3 business days and resolve most issues within 48 hours.
  • You can also reach us via our website’s ‘Contact Us’ page for faster resolution.

13. Policy Changes

We may update this policy periodically to reflect operational or legal changes. The latest version will always be available on our website.

Last Updated: October 2025