Returns & Refunds

PROVENANCE specializes in pre-owned, vintage, and New Old Stock luxury goods. Return eligibility depends on the condition and category of the specific item purchased, as described below and as designated at the point of sale. Please review this policy carefully before purchasing; by completing a purchase you acknowledge and accept the terms that apply to your item.

Determining whether your item is eligible

Items are sold in one of two return categories, identified on the product listing and at checkout:

• Return-Eligible items — pre-owned or used items not otherwise designated Final Sale. These may be returned within 30 days of the delivery date, subject to the conditions below.
• Final Sale items — New Old Stock (NOS), Deadstock, items in New or Unused condition, pre-order items, sale or discounted items, digital products, and authentication or appraisal services. These are not eligible for return, refund, or exchange, except where required by applicable consumer protection law. Final Sale status is indicated on the listing and confirmed at checkout.

If you are uncertain which category applies to your item before purchasing, contact customercare@provenance.shop and we will confirm in writing.

Conditions for Return-Eligible items

To qualify for a return, a Return-Eligible item must be:

• Unused, unworn, unmodified, and in the same condition in which it was received;
• Returned in its original packaging, including any boxes, cases, dust bags, authentication cards, or accessories supplied;
• Accompanied by proof of purchase;
• Clearly marked “RETURN” on the outer package and shipping documentation.

Returns that do not meet these conditions may be refused or may be subject to a reduction in refund reflecting any diminution in value, to the extent permitted by law.

How to start a return

Email customercare@provenance.shop within the applicable window to request a return authorization. Do not ship an item back without first receiving authorization. A return request submitted through the Shop app or any third-party application is a request only; it does not constitute an approved return and does not override the Final Sale terms or other conditions accepted at checkout.

Condition and “not as described” claims

If you believe a Return-Eligible item arrived damaged, defective, or materially not as described, you must notify us at customercare@provenance.shop within 7 days of the delivery date and include clear photographs documenting the issue. Claims of this nature raised after 7 days, or submitted without supporting photographs, may not be accepted. This time limit does not apply to rights that cannot be limited under applicable consumer protection law, and does not apply to authenticity, which is governed separately by our Authenticity Guarantee below.

Authenticity Guarantee

Every item PROVENANCE sells is guaranteed authentic. Authenticity is addressed exclusively through this guarantee and is not a basis for return under the ordinary return process. If you believe an item is not authentic, notify us in writing at customercare@provenance.shop within 14 days of the delivery date. A claim under this guarantee must be supported by a written determination of non-authenticity from a recognized independent third-party authentication authority for the relevant brand, obtained at the claimant’s expense. Upon our receipt and verification of such a determination, and return of the item in the condition received, PROVENANCE will refund the full purchase price and reimburse the reasonable cost of the third-party authentication. Unsupported assertions, or claims based solely on personal opinion without an independent determination, do not qualify under this guarantee.

Shipping costs and prepaid duties

Buyers are responsible for all shipping charges associated with returning an item. Original shipping charges are non-refundable. Where PROVENANCE has prepaid duties, taxes, or customs charges on a shipment (including Delivered Duty Paid shipments provided as a courtesy), those prepaid amounts are non-refundable. We recommend returning items via a trackable, insured method; we do not guarantee receipt of returned items and are not responsible for items lost in return transit.

Refunds

Once an authorized return is received and inspected, we will notify you by email of approval or rejection. Approved refunds are processed to the original payment method within a reasonable period following inspection. If a refund has been approved but not received, please check with your payment provider, card issuer, and bank before contacting us, as processing times vary by institution.

Exchanges

Eligible items may be exchanged within 30 days of the delivery date. The item to be exchanged must first be received and inspected. Final Sale items are not eligible for exchange except where required by applicable consumer protection law.

Order cancellation

Cancellation requests are accepted within 30 minutes of order placement. Because Final Sale and high-value items are often dispatched within hours, cancellation cannot be guaranteed once an order has entered fulfillment.

Gifts

Items designated as a gift at the time of purchase and shipped directly to the recipient are eligible for gift credit or exchange upon return, provided the item is Return-Eligible and meets the conditions above.

General

We reserve the right to refuse a return or exchange that does not comply with this policy. Nothing in this policy limits or excludes any right you have under applicable consumer protection law that cannot lawfully be limited or excluded; where any term here conflicts with such law, that law prevails and the remaining terms continue to apply. This policy applies to the transaction as of the date of purchase. For any questions, contact customercare@provenance.shop.