Refund & Returns Policy

Change of Mind

Due to the limited, curated and often hard-to-source nature of our products, we do not accept returns or refunds for change of mind.

This includes situations where you:

• no longer want the item
• find the item cheaper elsewhere
• order the wrong product
• order the wrong size
• change your mind after purchase

This does not affect any rights you may have under applicable consumer law.

Size Exchanges

Please choose your size carefully before purchasing.

Size exchanges are not guaranteed. Many of our sneakers, streetwear and limited products are difficult to source, discontinued, or only available in specific sizes.

If another size is available, we may offer an exchange at our discretion, provided the item is:

• unworn
• unused
• in original condition
• returned with original packaging, tags and accessories

Additional shipping costs may apply.

If the required size is unavailable, we are not required to source another size for a change-of-mind exchange.

Faulty, Damaged or Incorrect Items

If an item arrives genuinely faulty, damaged, incorrect, or materially different from its description, please contact us as soon as possible.

Please provide:

• your order number
• clear photos of the item
• photos of the packaging where relevant
• a description of the issue

We will assess the issue and provide an appropriate remedy where required under applicable consumer law.

Depending on the circumstances, this may include a repair, replacement or refund.

Normal Wear, Damage & Misuse

Refunds, repairs or replacements are not provided for issues caused by:

• normal wear and tear
• misuse
• accidental damage
• improper care
• alterations made after purchase
• damage caused after delivery
• excessive force or improper handling
• natural ageing, fading or discolouration consistent with normal use

These exclusions do not apply where you are otherwise entitled to a remedy under applicable consumer law.

Pokémon TCG Products

Pokémon TCG products are non-refundable.

All Pokémon products sold by Prosper are sold as genuine and authentic.

Refunds, returns or exchanges will not be provided based on:

• dissatisfaction with pulls
• card rarity
• card value
• not receiving a particular card
• pull rates
• dissatisfaction with the contents of a pack, box or other randomised product
• changes in market or resale value
• minor packaging imperfections
• unsupported claims that a product was resealed or tampered with after it has been opened

Once a sealed Pokémon product has been opened, unsealed or tampered with, it will generally not be accepted for return.

If you believe a sealed product has arrived visibly tampered with or there is a genuine authenticity concern, please contact us before opening it where reasonably possible and provide clear photos of:

• the sealed product
• seals or wrapping
• outer packaging
• any visible signs of tampering

Authenticity or tampering claims made after a sealed product has been opened will be assessed based on the available evidence.

Nothing in this section limits any rights that cannot legally be excluded under applicable consumer law.

NeeDoh & Sensory Products

NeeDoh and similar sensory products are non-refundable.

These products are designed to be squeezed, stretched and handled and may naturally show signs of wear through use.

Refunds, replacements or repairs will not be provided for:

• normal wear and tear
• softening over time
• changes in texture
• stretching
• changes in shape
• surface marks caused through use
• punctures
• splits
• tears
• excessive squeezing or stretching
• accidental damage
• misuse
• improper handling
• damage caused by sharp objects
• damage occurring after delivery
• deterioration caused through normal play

General wear and tear from playing with a NeeDoh product is not considered a product fault.

Claims involving damage after the product has been used will be assessed based on the condition of the item, photos provided, timing of the claim and other available evidence.

Nothing in this section limits any rights that cannot legally be excluded under applicable consumer law.

Collectibles & Packaging

Some collectibles and limited products may have minor factory or packaging imperfections.

Unless a product is specifically advertised as collector-grade or in a particular packaging condition, minor cosmetic imperfections to packaging may not constitute a fault.

This may include minor:

• dents
• creases
• scratches
• scuffs
• factory marks
• printing imperfections
• packaging wear

Any significant known damage will be disclosed where reasonably possible before purchase.

Product Authenticity

Products sold by Prosper are sourced and sold as genuine unless clearly stated otherwise.

If you have a genuine concern regarding the authenticity of an item, please contact us promptly with:

• your order number
• clear photos
• details of your concern

For sealed Pokémon or trading card products, we strongly recommend contacting us before opening the product if there are visible signs of suspected tampering.

Authenticity claims made after a sealed product has been opened will be assessed based on the available evidence and circumstances.

Return Approval

Please contact us before returning any item.

Unauthorised returns may not be accepted.

If a return is approved, we will provide instructions for returning the product.

Please do not send products back without first receiving return instructions from us.

Condition of Returned Items

Where a return or discretionary exchange has been approved, the product must generally be returned in the same condition in which it was received unless the nature of the fault reasonably prevents this.

For discretionary exchanges, items must be:

• unused
• unworn
• unwashed
• with original tags attached where applicable
• in original packaging
• accompanied by any included accessories

Opened Pokémon and trading card products are not eligible for change-of-mind returns.

Used NeeDoh and sensory products are not eligible for change-of-mind returns.

Return Shipping

For approved discretionary exchanges, the customer may be responsible for return and replacement shipping costs.

Where an item is faulty or otherwise covered by applicable consumer law, we will handle reasonable return costs where required.

Refunds

Approved refunds will generally be issued to the original payment method.

Processing times may vary depending on your bank or payment provider after the refund has been issued.

Original shipping charges are generally not refundable for discretionary returns or exchanges unless required by law.

A refund is not automatically available in every situation. Depending on the issue and applicable consumer law, the appropriate remedy may instead be a repair, replacement or refund.

Delivery Damage

If your parcel appears significantly damaged upon delivery, please take clear photos of:

• the shipping box or satchel
• shipping label
• visible external damage
• product
• product packaging

Please contact us as soon as possible so we can assess the issue.

Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable consumer law, including the New Zealand Consumer Guarantees Act 1993.

Where applicable consumer law gives you a right to a remedy, that right will apply regardless of anything stated elsewhere in this policy.

Contact

For return, refund, exchange, damaged item, incorrect item or product-related issues, contact:

prospernzboutique@gmail.com