Returns & Refunds

RETURNS

Your satisfaction is important to us.

Purtique allows 15 days from date of purchase for returns for products that are unused and in original condition and in the original packaging, which includes product boxes (undamaged).  Unfortunately, due to the nature of our products, we cannot accept returns on products that have been opened or used. 

Returns are NOT accepted on the following.

  • Items that have been opened or seal removed.
  • Items that have been used.
  • Items that are not in the original packaging.
  • Items that are purchased on sale or at a discounted price.
  • Items received damaged during returned shipping.  (Please ensure that products are properly cushioned and padded to prevent damage.) 

Return shipping fees are paid for by the customer and will be deducted from the refund. Please note that original shipping costs will not be refunded. 

Please do not return any items without receiving a RAN ( return authorization number ) from us. Any items returned to us without a RAN will not be processed and no refund will be issued.

After you contact us, once we have determined your return eligibility, we will email you a pre-paid return shipping label and a RAN. You can then mail it back to us following the instructions in your returns email. PLEASE NOTE:  You can only return products that have be authorized by us. Any product not authorized to be returned will not be accepted and no refund will be issued. 

Once we receive your return, we will inspect it. If it meets our return requirements, we will process your refund immediately.

PLEASE NOTE: Any free gifts with purchase also need to be returned if you're returning an entire order. Please include it in the package. 

Need to return an item? Please fill out the form on the RETURNS page.  Enter your full name, email address and order number. Then tell us which items you need to return. Once we have determined your return eligibility, we will email you a pre-paid return shipping label. You can then mail it back to us following the instructions in the returns email. Once your return has been accepted and processed, you'll receive a refund minus original and return shipping fees. 

EXCHANGES

We regret that we do not accept exchanges.

 

REFUNDS

We issue refunds on products only if they are received by the customer damaged and can't be replaced. You should contact us within 2 business days of receipt of your order.  We'll have a replacement sent to you in a timely manner.  Please include pictures of your damaged package when you email us.  

Packages returned to us because of a missed delivery due to customer error or an incorrect shipping address provided to us can be reshipped. The customer is responsible for the re-shipment fees as well as return fees.  

If you prefer a refund on returned, undelivered packages, we will refund you minus the actual shipping fees paid to ship your order (this can be more than the shipping fees paid by you when you placed your order).  There is also a $5 restocking fee for returned packages.  Returns are issues in the original payment method.  

CANCELLATIONS & CHANGES
If you need to cancel an order, please contact us within 24 hours of placing your order.  Orders cannot be cancelled after 24 hours. This is because your order probably has already shipped or has been sent to the warehouse.

Unfortunately, we are unable to change an order that has been placed. If you've forgotten something and want to add it to your order or need to swap products,  unfortunately we're not able to do so. You'll have to cancel your existing order and place another. Please email hello@purtique.com to cancel your existing order.