Refund policy

Returns & Refund Policy

Last updated: 17 May 2026

We ship worldwide and want every customer to be completely satisfied with their purchase. If you're not happy with your order, we're here to help.

Return Eligibility You may request a return or refund within 30 days of receiving your order, provided that:

  • The item is unused and in its original condition and packaging
  • You have proof of purchase (order confirmation email)
  • The item is not listed as a non-returnable item (see below)

Non-Returnable Items The following items cannot be returned:

  • Items that have been used or damaged after delivery
  • Items returned without prior authorisation

How to Request a Return To initiate a return, please contact us at hello@purelyus.netΒ with:

  • Your order number
  • A description of the issue
  • Photos of the item (if damaged or faulty)

We will respond within 2–3 business days with return instructions. Please do not send items back without contacting us first.

Refunds Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or card provider.

Damaged or Faulty Items If your item arrives damaged or defective, please contact us within 7 days of delivery with photos. We will offer a replacement or full refund at no additional cost to you.

Late or Missing Refunds If you haven't received your refund after 10 business days, please check with your bank first, then contact us at hello@purelyus.netΒ .

Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect
  • Original shipping fees are non-refundable
  • For international returns, customers are responsible for any customs duties or import fees incurred

Duties & Taxes We are not responsible for any customs duties, taxes, or import fees charged by your country upon delivery. These charges are determined by your local customs authority and are the buyer's responsibility.

Your Local Consumer Rights This policy does not limit any rights you may have under the consumer protection laws of your country. If a product is faulty, not fit for purpose, or doesn't match its description, you may be entitled to a remedy under your local laws regardless of this policy.

EU & EEA Customers β€” Right of Withdrawal If you are located in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, contact us at hello@purelyus.net within 14 days of delivery. You will receive a full refund to your original payment method within 14 days of us receiving the returned item. Return shipping costs are at your expense unless the item is faulty or incorrect. This right does not apply to items that have been used or damaged after delivery.

Contact Us πŸ“§ hello@purelyus.net

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