Refund policy
Returns, Refund & Replacement Policy
This returns, refund & replacement policy applies to products bought directly from our website. If you have purchased products from a third party then please contact them for their own returns and refund procedures.
Returns
Refunds & Replacements
Any claims for damaged/defective items must be submitted within 30 days of receiving the product:
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.
Claims deemed an error on our part are covered at our expense and are either replaced or fully refunded.
Replacement/Refund Exemptions
Puro Labs Inc will not grant a refund, credit your account, or replace a produced product in case of:
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment to yourself or to your end customer (if and as applicable).
Damaged / Incomplete Orders
We always try our best to ensure that all items arrive to you safely and complete. However on any rare occasions if you receive any items that are damaged on arrival or have missing items then please just let us know by emailing support@purolabs.com and we’ll take care of this for you as a priority.
Please note that any damaged or incomplete items must be reported to us within 30 days of receipt. Please ensure that you keep all packaging and documentation received with the items as photographic evidence of the damage will be required for us to issue a replacement/refund.
We are unable to accept damaged or incomplete claims where you are unable to provide us with photographic evidence of the damage or missing items or where you have disposed of the packaging/documentation received with your order.
If your claim gets approved, and you require a replacement, we will have a new order shipped to you within 3 business days. If you request a refund, a credit will be automatically applied to your credit card or original payment method within a few work days.