However, we may accept returns and provide refunds, store credits, or exchanges for products purchased in the last 30 days in some circumstances:
When a customer receives a product that is different from what was ordered
When products are determined to be defective and photos proving proof of the damages can be provided;
Other circumstances will be reviewed on a case-by-case basis.
It is our policy only to accept returns of unopened, unused, and sellable items and only when accompanied by a pre-approved RMA (Return Merchandise Authorization). Requests for RMAs must be made through our customer service department and can only be accepted for orders under 30 days old.
All returns must be shipped back using the return label provided by customer service. Returned products that are determined to be non-defective may be subject to a 20% rework fee.
Any items returned to PUUR without an accompanying printed Return Merchandise Authorization will not be eligible for a refund.
1. Provided the Wrong Shipping Address
you may contact our customer service department to inform us about it. For checking the information we will need from you the tracking number which was assigned when placing your order on our website, also you will be needed to provide us with the correct address after that we can re-ship to the correct address upon your request.
2. PUUR Shipped to the Wrong Address
you may contact our customer service department to inform us about it. For checking the information we will request from you the tracking number which was assigned when placing your order on our website and after only we can re-ship to the correct address upon your request.
3. My Product Packaging is Damaged
In this case, you will need to contact our customer service department and provide photos proving proof of the damages as it needs to be checked and pre-approved by RMA (Return Merchandise Authorization), if the evidence in the image is convincing we can re-ship.
4. My Product Bottle is Broken
We can provide exchanges of damaged products but it has to be pre-approved RMA (Return Merchandise Authorization) for this you will need to provide photos proving proof of the damage. Requests for RMAs must be made through our customer service department.
5. I Ordered the Wrong Product by Mistake
We may provide exchanges only for products purchased in the last 30 days and only for products with undamaged packaging.
6. I Opened the Product and Changed My Mind
our policy is only to accept returns of unopened, unused, and sellable items and only when accompanied by a pre-approved RMA (Return Merchandise Authorization). Requests for RMAs must be made through our customer service department and can only be accepted for orders under 30 days old.
7. Someone Stole my Package(porch thief)
in such cases, we would advise you to contact the police or
You can contact our customer support department and we will try to help you if we can, but you should note that our company is not responsible for such cases.
8. Product is on Backorder Due to Global Supply Chain Issues
Our company would notify customers about delivery delays and we ship when available.
9. Package is Lost After Going from the USA to My Country
you may contact our customer service department and a claim be filed with our company. For checking the case information we will need your tracking number which was assigned when placing your order on our website.
