Refund policy

At Prologue, we care deeply about the quality and craftsmanship of our products. Each item is thoughtfully made using natural materials like solid wood and leather - meaning no two pieces are ever exactly alike. Texture, grain, tone, and patina will vary, and that's part of the beauty of what we create. We also note that colors may appear differently depending on your device screen settings.

That said, if you're not completely happy with your purchase, we’ll do our best to make it right.

Returns

If you wish to return an item, please notify us via email within 14 days of receiving your order. Items must be unused, in their original condition and packaging, and returned with your purchase invoice.

Once the returned item is inspected and approved, you may choose between a refund or an exchange.

Please note:

  • Personalised or custom-made products cannot be returned or refunded.

  • Return shipping costs are the responsibility of the customer.

  • Prologue and Co (Pty) Ltd is not liable for any loss or damage during the return process.

  • SALE items and gift cards are non-refundable.


To start a return, you can contact us at sales@prologue.co.za. Please note that returns will need to be sent to the following address: Workshop No.6, 148 Bosuil Road, Kameeldrift, Pretoria, 0036

You can always contact us for any return question at sales@prologue.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products such as special orders or personalised items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

What We Can't Accept

  • Items damaged due to misuse or not returned in original condition.

  • Products that have been altered or personalized in any way.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 30 business days have passed since we’ve approved your return, please contact us at sales@prologue.co.za.