We know these are unprecedented times, and because safety is top priority for all of us here at prAna, our retail stores have been temporarily closed to help prevent the spread of COVID-19. But fear not, we’ve made some short-term changes to our return policy that will hopefully make your experience a little easier.
We are now extending our normal return window to provide an additional 60 days on all purchases made after January 1, 2020. This means that purchases can be returned up to 120 days after the original ship date. And as always, any purchase made at a prAna retail location may be returned online for a prAna merchandise credit. You can initiate your return here, or simply contact our Customer Care Team at email@example.com or our Customer Care form.
We’re here if you need us, please reach out if you have any questions or concerns.
Our exchange process involves two separate transactions. You will need to return the item(s) you want to exchange, and place a new order for the replacement items. We offer free return shipping and outgoing shipping for exchanges.
If you return your merchandise within 60 days of the ship date with the original retail receipt or online packing slip, we will issue a refund to the original form of payment at the original selling price.
If you return it after 60 days with the original receipt or packing slip, we will issue a merchandise credit at the original selling price. If you do not have proof of purchase, we will issue a merchandise credit at the lowest selling price.
Your return will be processed within approximately 7-10 business days after being received.
We’ve made exchanging your prAna gear as easy as possible.
- Place a new order at prAna.com using the Free Shipping Promo Code found at the bottom of your original Shipping Confirmation Email under your tracking information.
- If you have your order number, you can start your return online. (If your order number begins with a W, please enter the order number without the W).
- Click the item you'll be returning and then select "exchange" before the return reason.
- A prepaid mailing label will be sent to your email to ship the items back to our warehouse for a refund.
- Pack the item(s) and the corresponding paperwork in the original package when possible and seal securely.
- If you do not have the order number, please print a generic return form here and a generic return label here *Please save your tracking number*
- Pack the item(s) and paperwork in the original package when possible and seal securely.
- Drop your return in any US Mailbox, hand to your carrier, or take to the local post office.
- You can track your return through the email containing the return label or through http://tracking.newgistics.com.
Notes for Exchanges
*For items purchased with a one-time-only discount (i.e. coupon code or special sale) that you cannot receive by placing the order yourself, please contact our customer service team and we would be happy to assist you with your exchange.
*If you provided your email address, you will receive a confirmation email once your return is processed.
*prAna will not process exchange requests noted on the return Packing Slip.