Firstly, if you have a need to consider refunds and returns, you likely ordered a product from us or are thinking of ordering. Which means we owe you a "thank you"! Nothing makes us happier than a legion of happy PureXtracts customers, and as such we promise to do our very best to deliver an amazing product and customer experience, and rest assured, to correct any hiccups along the way. That said, here are some things you might want to know...
1. You may cancel an order at any time prior to shipment to get a full refund
2. We are happy to accept returns for any UNUSED & UNOPENED items within 21 days of the purchase for a refund. Please note that we do not reimburse cost of return postage. If you’re unsure about our products, we’d recommend you to go with the starter pack as we are unable to accept return if the item has been opened and used. Please do not send the items unless you have contacted us as the return address can be different.
3. If the product you ordered falls short, something goes wrong, or you're just not happy with it, send us an email to hello@purextracts.co.uk and someone will help you out!
4. Subscription returns- when you buy our products on subscription we assume that you are happy with our product and want to buy it on a regular basis. So unfortunately we will not be able to accept returns for subscription order if you are not happy with the product or you don’t like it. To avoid such circumstances we always recommend to buy for the first time as a one-off and not on subscription.
5. Incorrect address- it is customer's responsibility to make sure their address is correct when they place their order. If the return is due to incorrect postal information been entered by the customer then there will be a £4 charge to send the item again. If customer don't want the order to be redelivered but wants to cancel it, there will be a £4 deduction before the refund. If customer puts incorrect address and the order was delivered there then it will be customer's responsibility to collect it from the incorrect address & PureXtracts accepts no responsibility for the lost parcels in this case.
6. International Returns- it is customer’s responsibility to do the custom clearance in their respective country. If there is an international return due to non payment of customs/duties or address issue then PureXtracts will not be liable and any refund will be subject to a charge of £9 plus any other charges paid by us.
7. All returns are subject to a deduction of £4 towards cost of original postage.
All refunds are processed back to the original card used to place the order and it can take up to 3-5 working days for the refund to appear in your card.
