Refund policy

REFUND & RETURN POLICY

At Purelia, your satisfaction matters to us. Every order is backed by our 60-day return policy. If you are not completely satisfied with your experience, we are here to help.

1. OUR PROMISE & OVERVIEW

  • 7-Day Defective Notice: If your product arrives defective or damaged, please notify us within 7 days of delivery so we can make it right.

  • Give It a Fair Try (8–12 Weeks): Most customers notice real results after 8 to 12 weeks of consistent use. We recommend giving Purelia this time before forming a final opinion.

  • 60-Day Satisfaction Guarantee: If Purelia isn't right for you within 60 days of delivery, reach out to us for a replacement, store credit, or refund.

2. DEFECTIVE OR DAMAGED ITEMS

If your item arrives damaged or defective upon delivery:

  1. Contact us at support@purelia-official.com within 7 days of delivery.

  2. Attach photos or a short video clearly showing the defect or damage.

  3. Once verified, Purelia will arrange:

    • A 100% free replacement, OR

    • A full refund credited back to your original payment method.

3. RETURNS FOR UNOPENED ITEMS

  • Eligible for products that remain sealed and unopened within 60 days of purchase.

  • If you purchased multiple units of the same item, any unopened units are eligible for a refund.

  • Requirement: Items must be in their original condition with proof of purchase included.

4. CANCELLATIONS & ORDER CHANGES

  • To request changes or cancel an order, email support@purelia-official.com immediately after placing it.

  • Our warehouse processes orders rapidly. If your order has not shipped, we will adjust/cancel it and issue a partial or full refund.

  • If your order has already shipped, we cannot stop transit. You may return the items in accordance with our Return Policy once they arrive.

5. RETURN PROCESS

  1. Contact Us First: You must contact customer support before returning any items. Unauthorized returns will not be accepted.

  2. Receive Return Details: Once approved, we will provide the return warehouse address and a Return Merchandise Authorization (RMA) Form.

  3. Ship & Confirm: After sending your return, provide us with:

    • The Tracking Number from your shipping carrier.

    • A photo of the completed RMA Form.

  4. Receive Refund: Once received and inspected at our warehouse, you will receive an email confirmation. Refunds take 7–10 business days to reflect on your original payment method, depending on your bank's processing times.

Note on Return Shipping Costs:

  • Customers are responsible for return shipping costs if returning due to a change of mind.

  • Original shipping fees paid at checkout are non-refundable.

6. NON-RETURNABLE ITEMS

We CANNOT accept returns or refunds for:

  • Sale or clearance items.

  • Gift Cards.

  • Products that have been unsealed or used (unless covered under specific defective/satisfaction claims).

(If more than 15 business days have passed since your tracking shows the returned package delivered to our warehouse, please contact support@purelia-official.com).

7. REPLACEMENT POLICY

Eligible for Replacement:

  • Products received damaged or defective upon delivery.

  • Orders missing items upon arrival.

Not Eligible for Replacement:

  • Damage caused by customer misuse or neglect.

  • Discarded units where no photos or video proof can be provided.

(Within the 60-day period, approved defective replacements do not require you to ship the damaged item back).

8. NON-REFUNDABLE CIRCUMSTANCES

Purelia reserves the right to deny refund requests under the following circumstances:

  1. Customer-controlled Factors:

    • Incorrect or incomplete shipping address provided at checkout leading to non-delivery or carrier loss.

    • Damage caused by customer handling after delivery.

  2. Factors Outside Our Control:

    • Weather conditions, severe storms, or natural disasters disrupting transportation.

    • Customs clearance delays or international documentation holds.

    • Carrier technical issues, strikes, or peak season delivery overloads.

Non-Delivery Claims: If 45 days (estimated delivery period) have passed without delivery, you have 15 days to submit a non-delivery refund claim via support@purelia-official.com

9. NEED HELP?

If you have any questions regarding our Refund & Return Policy, please contact our support team:

  • Email: support@purelia-official.com

  • Availability: 24/7 customer support (excluding major holidays)