Estimated Delivery Time in Business Days:
| Location |
VIC Metro |
NSW Metro |
QLD Metro |
SA Metro |
NT Metro |
WA Metro |
TAS Metro |
| Estimated Delivery Time* |
3-4 |
2-3 |
3-4 |
4-5 |
5-6 |
5-6 |
5-6 |
*Estimated delivery time is in business days. Delivery times may vary, especially during peak periods, and depend on the delivery company.
Returns Policy
At Pure Product Australia, your satisfaction is our priority.
14-Day Money-Back Guarantee
If you're not completely happy with your purchase for any reason, simply contact us within 14 days of receiving your order.
You can choose either:
-
A full refund to your original payment method, or
-
Store credit to use on a future purchase.
Returns After 14 Days
In some cases, returns after 14 days may be accepted and are eligible for store credit only.
Please contact us at orders@pure-product.com before returning your product so we can review your request and confirm whether your order is eligible for a return.
Return Conditions
- Products must be returned to Pure Product Australia.
- Please contact our customer support team before sending your return so we can provide return instructions.
- Unless the product is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer.
Our goal is to ensure every customer has a great experience with Pure Product Australia. If you have any questions or need assistance with a return, our customer support team is here to help.
Your Rights Under Australian Consumer Law
Our 14-day guarantee is offered in addition to your rights under Australian Consumer Law, and does not limit them. If a product is faulty, unsafe, significantly different from its description, or does not do what it is supposed to do, you are entitled to a repair, replacement or refund regardless of how much time has passed.
Refunds
Once your return is received and inspected, we will email you to confirm that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit automatically applied to your original method of payment.
We reserve the right to provide partial or full refunds of an order at our discretion. We may issue a refund for a variety of reasons, including but not limited to product quality issues, inventory shortages, or shipment delays. Refunds are issued in the same form of payment used for the original purchase and 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 original payment account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often processing time before a refund appears.
If you've done all of this and still have not received your refund, please contact us at orders@pure-product.com.
Damaged or Defective Products
If you receive a product that appears damaged in 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 cushioning, and the original product itself. Having everything together allows for a thorough inspection.
-
Take photos or video if possible: Capturing the damage clearly will speed up the resolution process.
-
Contact us within 30 days: Let us know as soon as possible by emailing orders@pure-product.com. Please include a detailed description of the damage or defect and attach any photos you have taken.
Returns and Replacements for Damaged or Defective Products
Once we receive your email and review the photos, we will work with you to find a suitable resolution. This may include:
- Issuing a full or partial refund for the damaged or defective product.
- Offering store credit for the full purchase price of 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. In many cases we will provide a pre-paid shipping label once the return is approved, so you won't incur additional expenses.
Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded, except where required under Australian Consumer Law.
Exchanges
Our policy lasts 14 days. If you need to exchange an item for the same product, email us at orders@pure-product.com and send your item to:
Pure Product Australia
Unit 1, 5 Cary Grove
Minto NSW 2566
Australia
Return Shipping
To return your product, mail it to:
Pure Product Australia (attn. RMA Team)
Unit 1, 5 Cary Grove
Minto NSW 2566
Australia
Unless you receive a defective product confirmed by us, you will be responsible for paying 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 takes for an exchanged product to reach you may vary.
If you are shipping items over $50, consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.
