Buyer Protection and Certified Refund Policy

Effective Date: 03.02.2025

Eligibility

Under the Buyer Protection and Certified refund policy, buyers may raise a dispute for: 

  • Item(s) not received 

  • Incomplete item(s) 

  • The item is significantly not as described
    Examples of cases where the item is significantly not as described

    • The item is of a different variation (If not noted directly on the image), such as size, colour, model, or version

    • The item is incomplete or has missing parts

    • The item is damaged or has one or more undisclosed defect(s)

Transactions are not eligible for refund

  • This includes:

  • ✘   Item with signs of wear, but was correctly listed as being in a one-of-a-kind item with slight imperfections

  • Buyers change their minds about the item 

  • Buyers place the wrong order by mistake 

  • Buyers have received a partial or full refund from a separate resolution process not facilitated by Carousell

  • Buyers provide an incorrect or invalid delivery address 

  • Buyers receive the item after the suggested delivery date

  • Buyers make a claim for something that is not in the original listing/what was agreed upon

  • Buyers raise an issue after the dispute window

  • The item gets stolen/damaged post successful delivery

    • It is the buyer’s responsibility to ensure that the receiving address can receive the item securely

    • Parcel and packaging that has creases, lines, wrinkles, or dents as a result of shipping or tempered packaging upon delivery will not be covered unless the item itself is damaged

How can I get a refund? 

Not in love with your order? We accept returns within 14 days for store credit or a refund, as long as items are unworn, unwashed, and in original condition. Sale items, personalized products, and gift cards are final sale.

a. Product Availability & Pricing

If you feel that you are entitled to a refund, raise a dispute request in your order. You can find the Return/refund button on your Order details page. To be eligible for a return, your item must be unused and in the same condition and packaging as you received it. Note that the seller reserves the right to reject the return and any request for a return if the returned item does not meet the above requirements.

The refund will be processed when the seller has given consent for a refund (in full or in part). In the case of a full refund, the refund will only be processed once the item has been returned to the seller in the right condition.

b. Dispute Window


The dispute window starts when the seller confirms the order and ends when the order is marked as completed by the buyer or autocomplete is triggered by the system after the expiration of the dispute window, whichever occurs first. 

The order will be marked as autocomplete by the following timeline: 14 days after the delivery date.

3. Shipping & Returns

We currently ship to the United States of America. Shipping times may vary, but we’ll do our best to get your order to you quickly. We are not responsible for delays due to carrier issues, customs, or unforeseen circumstances.

b. Returns & Exchanges

Not in love with your order? We accept returns within 14 days for store credit or a refund, as long as items are unworn, unwashed, and in original condition. Sale items, personalized products, and gift cards are final sale.

For return questions, contact kathrin.laser@gmail.com.

4. Pretty Please Rules (aka your responsibilities)

You agree to:

  • Use our Site for personal shopping only (no reselling or sketchy business)

  • Be respectful in all interactions with our brand and community

  • Keep your account details safe and secure

You cannot:

❌ Use our images, logos, or content without permission

❌ Attempt to hack, disrupt, or mess with our Site

❌ Violate any laws or regulations

Breaking the rules could result in your account being suspended or banned. Don’t make us do that—it’s not cute.

5. Intellectual Property

Everything you see on Pretty Please—from the designs to the photography—is owned by us (or used with permission). Copying, reproducing, or using our content without consent is a big no-no.

6. Third-Party Links

Sometimes we’ll link to cool things, like our Instagram or payment processors. We are not responsible for any third-party sites, so always check their terms and policies before engaging.

7. Limitation of Liability

We work hard to provide an amazing shopping experience, but we can’t guarantee that our Site will always be error-free. To the fullest extent permitted by law, Pretty Please is not responsible for:

• Any indirect, incidental, or consequential damages from using our Site

• Unauthorized access to your personal information

• Errors, typos, or occasional tech glitches

That being said, if you ever have an issue, reach out—we’re here to help!

8. Indemnification

If you misuse our Site or violate these Terms, you agree to defend and hold Pretty Please harmless from any claims, losses, or damages that result. Basically—play fair, and we’ll all be good.

9. Termination

We reserve the right to suspend or terminate access to our Site for anyone who violates these Terms. No warnings necessary, so let’s keep things friendly.

10. Governing Law

These Terms are governed by and interpreted under the laws of the state of New York, without regard to conflict of law principles. Any disputes must be handled in New York courts.

9. Contact Us

Got questions? Need assistance? Reach out!

Email: kathrin.laser@gmail.com

Address: 9852 Portola Dr, Beverly Hills, CA 90210

Thanks for being part of Pretty Please—now go treat yourself.