How We Handle Concerns

Things go wrong sometimes. A delivery takes too long. A cap arrives loose. A message goes unanswered. When that happens, here is exactly what we do.

You write to us

Send your concern to support@pramierepeau.com with your order number. No forms, no ticket queue. Just an email to a person who reads it.

We acknowledge

Within 24 hours, you hear back. If we need time to investigate (contact a carrier, check a batch, talk to our logistics partner), we tell you that, with an estimated timeline.

We resolve

What happens next depends on what went wrong:

• Defective product: free replacement shipped at our expense, typically within 48 hours. No return required.
• Damaged in transit: replacement sent immediately. We handle the carrier claim ourselves.
• Delayed delivery: we contact the carrier, send you updated tracking, and compensate if the delay exceeds our stated timeframes.
• Missing item: investigation with our logistics partner, then reshipping or full refund.
• Billing issue: corrected within 3 business days.

We follow up

After resolving your concern, we check back. Did the replacement arrive? Was the refund received? If not, we pick it up again.

What we ask of you

Clear, written descriptions of what happened and what you need. That is what works best. Everything stays documented.

When we fall short

Sometimes we cannot fix things to your satisfaction. When that happens, we explain why, offer what we can, and close the matter. We do not leave concerns hanging.

Several of our current support improvements came directly from client feedback. When someone showed us where we were failing, we changed the process.