Start with customer support
Email support@prismbayai.com promptly from the email used at checkout. Include the product, order details and a clear description of the issue. Photos or other supporting information may be requested where relevant.
Issues reviewed for remedy
PrismBay Clean reviews concerns involving damaged, defective, incorrect or materially misdescribed items. Eligibility for a refund, replacement or other remedy is assessed using the order record, fulfillment record, item condition and applicable consumer-law requirements.
Unfulfillable orders
If supplier stock or a legitimate fulfillment route is unavailable after payment, PrismBay Clean issues a full refund rather than substituting a different unverified product.
Return instructions
Do not send an item to a supplier, warehouse or other address unless PrismBay Clean support has provided the return instructions for that order. The correct route depends on the fulfillment record.
Condition and evidence
Customers may be asked to keep the item, packaging and relevant evidence until support completes the review. Do not dispose of a damaged or incorrect item before support confirms the next step unless doing so is necessary for safety.
Approved refunds
Approved refunds are returned through the appropriate payment process for the order. Bank or card-network posting times after a refund is issued depend on the payment provider and financial institution.
Payment security
Never email full card numbers, security codes, passwords or banking credentials. Stripe handles payment-card entry through its hosted checkout pages.
Related policies
See the Shipping Policy, Privacy Policy and Store Terms for related information.