Refund policy

Cancellation & Returns

As a customer purchasing goods by mail order, you may have the right to cancel your order. If applicable, the following terms will apply:

• You must notify us of your intention to cancel and the reason for cancellation within 7 days of receiving the goods.
• The goods must be returned to us within 10 days (20 days for international destinations) of notifying us of your intention to cancel, ensuring the following:
• Both the goods and all packaging are in their original condition.
• The goods are securely wrapped. Sorry, we cannot accept damaged items during transit.
• Our delivery slip is included.
• The return is at your risk and cost.
• Upon receiving the returned goods, we will inspect the returned goods and notify you of the approval or rejection of the refund via email.
• If approved, we will credit your credit or debit card with the full purchase price of the returned goods within 30 days of receipt. Any cost arising from the import of returned goods back to us will be deducted from the purchase price.
• If you do not return the goods to us, you will still be liable for the cost.
• We are not obligated to collect or recover the goods from you. If we do, the costs will be payable by you.
• Proof of return must be provided before any replacement or refund is issued.
• Please choose your goods carefully before you confirm the order. We are not obligated to provide a refund if you change your mind.

For any questions about our returns policy or assistance in returning your goods, please contact us at care@purifyme.com.

Lost or Damaged Packages

If you receive a tracking number via email but believe the expected delivery date has passed, please consider the following:

• Check the order details that the provided delivery address is correct. If incorrect address was provided, please contact the Purify Me for further assistance.
• Check the tracking number.
• Contact your local Post Office (NZ), Courier Post (Australia) or DHL local office, as the parcel can be held in their depot due to a failed attempt at delivery. This is the most effective and efficient way to address and solve a potential issue with delivery.
• If any of the above did not solve your issue and the delivery takes longer than usual, or the parcel is either still in transit or the tracking number does not indicate delivery, please, contact Purify Me by email for further assistance.
• Purify Me is not responsible for replacing orders or providing refunds for packages stolen from customer mailboxes or other common delivery locations.
• Shipment insurance purchased only covers the package if it is lost or damaged by the shipper during shipping.
• If packages are at risk of being stolen from your delivery address, we advise selecting an alternate shipping destination such as a workplace, PO Box, or other secure location.

Damages and Issues

The only exception to the above guarantees is if the product(s) are deemed faulty. Please inspect your order upon reception and contact us immediately if the item is defective or if you receive the wrong item. This allows us to evaluate the issue and make it right.

If you have any further questions or need assistance, please reach out to us at care@purifyme.com.