Refund policy

At PURET, a brand owned and operated by ANNA HAIR SALON PTY LTD, we are committed to providing an impeccable consumer experience. We understand that purchasing goods online requires trust. To eliminate all consumer risk, we offer a comprehensive 30-Day Free Return Policy alongside a contractually bound 10-Day Refund Processing Framework for our United States customers.

1. The 30-Day Free Return Window

You have exactly 30 calendar days from the verifiable date of physical delivery (as recorded by the logistics carrier, e.g., USPS, UPS, or FedEx) to initiate a return request. If 30 days have elapsed since your package was delivered, we regret that we cannot legally offer you a refund, credit, or exchange.

Zero Return Fees: Returns are entirely free for consumers. We do not charge restocking fees, administrative handling fees, or physical processing fees. We will provide a pre-paid return shipping label at zero cost to you.

2. Eligibility Criteria for Returns

To qualify for a full refund, your returned item must be submitted in a condition that permits resale. This means:

  • The item must be unused, unwashed, unaltered, and free from any signs of cosmetic wear, scent, pet hair, or physical degradation.
  • The product must remain enclosed in its original retail packaging, including all protective plastic sleeves, factory tags, structural foam inserts, user manuals, accessories, and promotional items originally packed inside the box.

3. Step-by-Step Return Process

To eliminate shipping friction and avoid unauthorized, un-trackable parcels, please follow our mandatory procedural workflow:

  1. Initiate Request: Email our dedicated support team at support@puret.shop. Provide your legal name, 4-digit or 5-digit Order Number (e.g., #1001), and an objective reason for your return.
  2. Receive Label: Once our support agents verify your order parameters, we will issue a digital, pre-paid return shipping label (PDF format) via email within 24–48 hours, alongside explicit instructions on how to package the item.
  3. Package and Ship: Safely affix the pre-paid label to the exterior of your package, ensuring any old shipping barcodes are completely obscured. Drop the package off at the designated carrier location (e.g., local USPS office or UPS drop box) within 7 days of receiving the label.

Warning: Do not ship returns to the original manufacturing fulfillment warehouse or back to the shipping carrier's return address listed on your parcel label. All unauthorized returns will fail our system identification and cannot be refunded. You must use our provided pre-paid label.

4. Damaged, Defective, or Incorrect Deliveries

Please inspect your shipment thoroughly immediately upon arrival. If the product arrives with physical manufacturing defects, structural damage incurred during international or domestic transit, or if you received an incorrect item/variant, contact us at support@puret.shop within 48 hours of receipt.

Please attach clear photographic or video evidence documenting the damaged or incorrect item. Upon rapid administrative validation, we will dispatch a brand-new replacement unit immediately at zero cost, or process an instantaneous full refund—whichever option you prefer.

5. Mandatory 10-Day Refund Processing Window

Once your returned item arrives at our designated inspection station, our specialized returns team will unpack and inspect the goods within 2 business days to confirm compliance with our eligibility criteria.

Following this inspection, an email notification will be issued to confirm whether your return has been formally approved or rejected.

Approved Refunds: Once approved, the financial transaction is executed immediately. Under our strict customer service charter, the funds will be credited back to your original payment instrument (e.g., the specific credit card, Apple Pay account, or debit card utilized during checkout) within a maximum of 10 business days.

6. Late or Missing Refunds

If you have received an approval notice but do not see the credit reflected on your statement after 10 business days, please execute the following checks:

  • Review your online banking portal or credit card account thoroughly, as transactions can occasionally be back-dated to the initial purchase date.
  • Contact your credit card issuer or banking institution directly. Financial entities frequently require an internal processing delay of 2 to 5 business days to post electronic clearance credits to consumer balances.

If you have fulfilled these steps and your refund remains missing, please contact our compliance desk at support@puret.shop for instantaneous assistance.

7. Exclusions and Non-Returnable Items

The following categories are contractually excluded from standard 30-day returns due to hygiene, safety, and regulatory mandates: gift cards, clearance/final-sale liquidation items clearly marked as non-returnable at the point of sale, and custom-manufactured or hyper-personalized items.