All return requests must be sent through within 7 days of receipt of order.
All returns require an authorisation number from Pure Planet, without this your return will not be accepted.
To be eligible for an exchange or refund your items must be returned in their original condition. Unfortunately, if the product has been used, we cannot accept the return for an exchange or refund.
Our money back guarantee applies to all returns approved within 7 days of delivery.
Refunds for all returns including our money back guarantee include the cost of the products purchased only, shipping expenses will not be refunded and are at the expense of the customer.
Once an item has been shipped from our warehouse, it is the customer’s responsibility to organise a return, we cannot recall any deliveries that have left our distribution centre and are with a courier company.
In the unlikely event that your order arrives damaged, please contact us immediately with images of the damaged goods so we can rectify the issue and ensure it does not happen again in the future.
We recommend that you purchase tracking or insurance for your return as we cannot be held liable for lost or stolen parcels in transit.
Once your return has been received and inspected, you will be notified via email if it has been accepted.
If you have been approved for a refund, your credit card used to place the order will be refunded, please note, refunds can take up to 7 business days to appear on your account. Please get in contact only if your refund has not appeared in your account after 7 business days of your return approval.
To lodge a return request please email firstname.lastname@example.org with your order information.