Refund policy
Our Return Policy
Defective Items
If your product arrives defective or damaged, please let us know within 7 days of delivery and we'll do our best to make it right.
Give It a Fair Try
Most customers notice real benefits after 8 to 12 weeks of consistent use. We recommend giving Purelia this time before forming a final opinion.
Still Not Satisfied?
If Purelia isn't right for you within 60 days of delivery, just reach out. We'll work with you to find a solution, whether that's a replacement, store credit, or a refund.
Defective or Damaged Items
If your item arrives damaged or defective, please contact us within 7 days of delivery at support@officialpurelia.com. Once the defect is confirmed, we will arrange one of the following:
- ✓A replacement, or
- ✓A refund credited back to your original payment method.
Please include photos or a short video highlighting the damage or defect to help us process your request as quickly as possible.
Returns for Unopened Items
We accept returns for items that remain sealed and unopened within 60 days of purchase. If you purchased multiple units of the same product, any unopened units are eligible for a refund. Items must be in their original condition with proof of purchase included.
Cancellation and Order Changes
To request changes to your order, please reach out to us as soon as possible after placing your order at support@officialpurelia.com. Once an order is in our system, it moves quickly — we often can't stop our warehouse from completing the shipping process once it has started.
If we can stop your order before it ships, we'll do our best to accommodate any changes, and you'll receive a partial refund if you choose to remove an item. If we can't intercept the shipment, you can still return the item(s) in accordance with our Return Policy and receive a refund for those items.
Return Policy
Please contact us before sending anything back — items returned without first requesting a return will not be accepted.
If your return is approved, we'll send you a return address along with instructions on how and where to send your package. Once returned, please send us the tracking number together with a photo of the Return Merchandise Authorization (RMA) form so we can track the status of your return.
After your return has been received and processed, you will receive an email confirming that your refund is being processed. Refunds are credited back to the original payment method. Please allow 7–10 business days (or longer depending on your bank's processing times) for funds to appear in your account.
Return Shipping Costs
Customers are responsible for return shipping costs if they no longer wish to retain the items. We will only accept returns for items that are sealed and unused.
Not Eligible for Return
We cannot accept returns on sale items or gift cards.
If more than 15 business days have passed since your returned item is marked as delivered, please contact us at support@officialpurelia.com.
Replacements
We're committed to delivering quality products. We understand that occasionally, despite our best efforts, items may arrive damaged or with defects.
Eligible for Replacement
- ✓You received a defective product or the product was damaged during shipping.
- ✓There is a missing item or items in your order upon receipt.
Not Eligible for Replacement
- ✗Customer-caused damage. Damages caused by the customer are not eligible for replacement.
- ✗Discarded units. If you are unable to provide original photos or video of the defective units, replacement claims cannot be processed.
Please provide a photo or video highlighting the defect or damage when contacting us. If your order is still within the satisfaction period (60 days from delivery), we'll arrange a replacement. You are not required to return the defective item.
Refund Eligibility
The following circumstances are not eligible for a refund.
Factors Within Your Control
- ✗Incorrect Address: An incorrect or incomplete shipping address provided at checkout leading to delays or non-delivery.
Factors Outside Our Control
- ✗Weather Conditions: Natural disasters, storms, or severe weather events disrupting transportation.
- ✗Customs Clearance: International shipments delayed due to customs processing or documentation issues.
- ✗Carrier Issues: Technical issues, transportation breakdowns, or operational challenges with the shipping carrier.
- ✗Public Holidays: National or regional holidays impacting shipping schedules.
- ✗Global Events: Pandemics, strikes, or geopolitical issues disrupting global supply chains.
- ✗Peak Seasons: High-demand periods such as holiday seasons overloading shipping systems.
- ✗Unexpected Events: Accidents, emergencies, or road closures disrupting the transportation network.
- ✗Carrier Strikes: Labor strikes by shipping company employees disrupting normal operations.
Shipping fees paid at checkout are non-refundable. Damages caused by the customer are also not eligible for a refund.
Refund requests can be submitted within 15 days after the estimated delivery period (45 days) has expired by emailing support@officialpurelia.com. Our support team will ask for any needed documents — such as photos or videos — to properly assess your request.
Need Help?
Our team is happy to assist with any questions about returns or refunds.
support@officialpurelia.com