Refund & Returns Policy
A detailed guide to return requests, proof of purchase, item condition, damaged or incorrect products, authorization, inspection, refunds, and legal rights.
1. Scope of this policy
This policy describes how customers in the United States can request a return, refund, replacement, or other order review. It supplements any non-waivable rights available under applicable federal or state law.
2. Start with a return request
Contact Prism Point before mailing any item. Send the order number, item name, reason for the request, and current contact information to [email protected].
3. Proof of purchase
A valid order number, receipt, or other reliable proof of purchase is required so Prism Point can confirm the item, purchase channel, price paid, and original payment record.
4. Timing of requests
Submit a request promptly after delivery or discovery of an issue. Any return deadline specifically shown on the product page, at checkout, in an order confirmation, or in written instructions will apply, subject to applicable law.
5. Item condition
Unless the item is defective, damaged, or incorrect, return eligibility may depend on the product being unused, clean, complete, and in substantially the same condition in which it was received.
6. Packaging and included parts
Keep original packaging, tags, manuals, accessories, and included parts until the customer is satisfied with the order. Missing or damaged components may affect the available resolution where permitted by law.
7. Health and safety considerations
Items that have been used in a way that creates a hygiene or safety concern may not be eligible for ordinary return. Defective-product and legal rights are evaluated separately from change-of-mind requests.
8. Items marked final sale
An item clearly identified as final sale or non-returnable before purchase is generally not eligible for a discretionary return. This does not remove rights relating to damaged, defective, misdescribed, or incorrectly supplied goods.
9. Incorrect items
If the received item differs from the order, do not use it. Contact Prism Point with the order number and photos of the item, packaging, and label so the discrepancy can be reviewed.
10. Damaged or defective items
Report visible damage or a suspected defect promptly. Preserve the product and packaging and provide clear photos or video when reasonably requested; this information helps determine an appropriate remedy.
11. Return authorization
A return is not authorized until Prism Point provides written instructions. Unauthorized parcels, cash-on-delivery shipments, or items sent to an unapproved address may be delayed or refused where legally permitted.
12. Packing a return
Use protective packaging and include any reference information requested in the return instructions. The customer should not place shipping labels directly on retail packaging when an outer shipping container is reasonably available.
13. Return shipping costs
Responsibility for return shipping depends on the reason for the return, the instructions supplied for the case, and applicable law. Prism Point will identify the approved method and any customer responsibility before an authorized return is sent.
14. Return transit risk
Use the approved or a trackable return method and retain the receipt. Prism Point cannot confirm receipt of a customer-arranged return that cannot be traced, subject to any rights that cannot legally be limited.
15. Inspection after receipt
Returned items may be inspected to confirm identity, condition, completeness, and the reported issue. Prism Point may request additional information before deciding the available resolution.
16. Approved refunds
An approved refund is generally sent to the original payment method unless another method is required by law or agreed in writing. Financial institutions and payment providers control the time needed to post completed refunds.
17. Replacements and exchanges
A replacement or exchange depends on inventory and the facts of the request and is not guaranteed until confirmed. Prism Point may instead offer an approved refund or ask the customer to place a new order.
18. Questions and legal rights
Nothing in this policy limits non-waivable consumer rights. For help, email [email protected], call 970-549-3023, or write to Prism Point at 4909 Nautilus Ct N, 1st Fl Ste 1, Boulder, CO 80301.