1. STANDARD RETURNS
- Pure Essence offers a 7-day money-back guarantee on all products, excluding those on sale or promotion, and e-gift cards.
- You have 7 days, from the day of delivery, to return any products for any reason.
- Kindly contact us at email@example.com to arrange cancellations.
- All returns are subject to the following conditions:
- Item(s) must be unused.
- Item(s) must be in their original undamaged packaging.
- Item(s) must be in a resalable condition.
- You should be able to provide your order confirmation or digital invoice.
- Once the item has been received back at our office and it is verified that all these conditions are met, you will receive a full refund.
- If it is discovered by Pure Essence Luxe that the product was not at fault or damaged at the date of delivery, you will be immediately notified. In this scenario, you will not be entitled to a refund. Following this, you may request that the product be returned to your original delivery address.
- All refunds are processed by the original payment method. If the original card has expired, we will offer a bank transfer as an alternative.
- If you receive your goods faulty on the day of the delivery, do not sign for them. According to this policy, you have the right to reject such products.
- Pure Essence Luxe will not accept the returns of any products outside of the 7-day policy period. In this scenario, we will not initiate a refund or collect the product from the original delivery address.
- Kindly note that all exchanges are subject to availability. In the scenario that there is no availability, you will have the option to keep the original product, request a refund, or switch the products with alternatives from our collection. You will be responsible to pay the difference if you choose to switch the returned item with a more expensive item. If the switched product(s) total less than the original product, we will process a partial refund amounting to the difference.
If you would like to return an item, kindly contact us.
We aim to process your returns as quickly as possible but please allow up to 7 working days for the refund to be processed from the day you return the products. You will be notified via email when we have processed the refund. Please allow further 2-7 working days for your account to be credited or 2-7 working days for an exchange/replacement item to be sent.
4. DAMAGED RETURNS
We take great care when selecting and packing our items and we hope they reach you in perfect condition, however, if they arrived damaged, we apologize and ask you to follow the below returns procedure.
To return items by post, please follow the instructions below:
- Please make the necessary comments in your email to us when you request the refund.
- Pure Essence Luxe will collect the product. An investigation will be carried out.
- Upon receipt, if your item is still in stock, our returns department will inspect the item returned. We will send your replacement items out to you.
- If it is determined that Pure Essence Luxe was responsible for the damage, we sincerely apologize in advance. We will contact you immediately and follow your wishes in regard to resolving our mistake. You will have two options (1) replace the item or (2) request a full refund.
- If you request a full refund, this will be sent to the delivery address on the original order, unless we receive written confirmation from the email attached to the original order.
Unfortunately, we do not offer any return or exchange on the good bough on special offers or promotions.