Refund policy
Cancellation, Returns, and Refunds Policy
Cancellation Policy
We believe in assisting our customers as much as possible and therefore have a clear and strict cancellation policy.
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Cancellations Before Shipment
If your order has not yet been shipped, you may cancel it by contacting our customer support team via email at care@purelyyours.com or by calling us at +1(201)979-4477 (Monday to Sunday, 10 am to 7 pm).
Once the cancellation is confirmed, the refund will be processed within 2–5 business days.
Please note that orders cannot be canceled once they have been dispatched. -
Fraudulent Transactions
We reserve the right to cancel any orders that are suspected to be fraudulent or violate the terms and conditions of our website.
Returns and Replacements Policy
- Returns Not Accepted for the Following Reasons:
- If the receiver is unavailable to collect the delivery during the stipulated delivery attempts.
- If the delivery address provided is wrong or unreachable.
- If the product is being returned for reasons other than damage or defects.
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Damaged or Defective Products:
In the rare instance that you receive a damaged or defective product, a replacement order will be processed. No refunds will be issued. To initiate a replacement:
1. Contact our customer support team at care@purelyyours.com within 5 days of receiving the order.
2. Provide your order ID and submit clear pictures or videos showing the issue (e.g., broken seal, leakage, damage to the packaging).
3. Ensure that the batch number and invoice are clearly visible in the submitted images or videos.
- Replacement Process:
- After verifying the proof, we will arrange a pickup within 4–7 business days.
- Once the product is returned to our warehouse in its original packaging, with seals, labels, and barcodes intact, we will process the replacement.
Important Notes:
- Replacement is subject to stock availability. If the product is not in stock, no replacement will be issued.
- Refunds will not be provided for defective products; only replacement orders will be initiated.
Refund Policy
Refunds are not applicable in the following cases:
- If the receiver is unavailable to collect the delivery during multiple delivery attempts.
- If the delivery address provided is wrong or unreachable.
- If the product is returned for reasons other than damage or defects.
Refunds are strictly limited to cancellations made before the order is shipped.
Notification of Changes to this Policy
We reserve the right to update or modify this policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. Customers are advised to review the policy periodically to stay informed.