Shipping Details
Delivery varies by location, please see the expected timeframe to receive your product below:
QLD Metro: 3-4 business days
SA Metro: 4-5 business days
NT Metro: 5-6 business days
WA Metro: 5-6 business days
TAS Metro: 5-6 business days
Regional: 6-7 business days
If you are unavailable at the time of delivery re-delivery fees may apply.
*Estimated delivery time is in business days. Delivery times may vary, especially during peak periods and depend on the delivery company.
Returns
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
Product with obvious signs of use
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 7 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We reserve the right to provide partial or full refunds of an order at our discretion, without prior notice to the customer. We may issue a refund for a variety of reasons, including but not limited to product quality issues, inventory shortages, or shipment delays.
If we decide to issue a refund, we will do so in a timely manner and in the same form of payment used for the original purchase. Please note that refunds may take several business days to process, depending on your payment provider.
Late or missing refunds
If you haven’t received a refund yet, first check your PayPal Account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Damaged or Defective Products
If you receive a product that appears damaged during transit or seems defective, please don't discard it. Here's what to do:
Retain all packaging materials: This includes the original box, any inner linings, protective cushions, and any original product materials (capsules, tablets, powders, liquids). Having everything together allows for a thorough inspection.
Take photos and video if possible: If the damage is clear, capturing it with a photo can expedite the resolution process.
Purchasers should inspect goods upon arrival and report any freight damage to us within 7 days of receipt (any damage reported outside this time frame will not impact your consumer law rights). When contacting us, please include a detailed description of the damage or defect and attach any photos you may have taken.
Returns and Replacements Damaged or Defective Products
Upon receiving your email and inspecting the photos, Pure Product Australia will work with you to find a suitable resolution. This may include:
Issuing a full or partial refund for the damaged or defective product.
Replacing the damaged or defective product with a comparable product of equal value.
We may require you to return the damaged or defective product for inspection and testing. The customer will be responsible for covering the cost of the return shipment.
In some cases, we will provide you with a pre-paid shipping label for returning the damaged or defective product when the return is approved. This way, you won't incur any additional expenses for approved returns.
Exchanges
Our policy lasts 7 days. If you need to exchange it for the same item, send us.
Shipping
To return your product, you should mail your product to Pure Product Australia (attn. RMA Team).
Unless you receive a defective product confirmed by us, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping item(s) over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
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