Return & Refund Policy

We appreciate your purchase from our website, and we are committed to providing high-quality products and customer service. However, we understand that sometimes things can go wrong, and you may need to return or exchange a product. Please read our Returns and Refunds Policy carefully before making any return or refund requests.

Return:

For easy returns and exchanges. Customers need to provide pictures or videos of the defective product for proof.

We accept returns on products that were shipped out by us and if the item is faulty due to an error on our end (e.g., wrong item or damaged item, faulty item). You can return (any/all) the products you have purchased directly from our website within 30 days of receiving the item.

For item exchange due to any problem, please contact our customer service via support@purupo.com and we will try our best to resolve the problem.

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. However, make sure to send the request for the return of the product with photos of evidence of damaged/broken/wrong items to our email support within 7 business days from the arrival date. Otherwise, we cannot accept your return for a refund.

Note that:

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable.

Please contact our customer service to confirm your problem and take the return address before you make any decision. If you return the item without our confirmation, we cannot assure you that it will be returned successfully to our return address, and we will NOT refund it in this case.

Please do not send your return to the address on your package. That is not our return address, and we will not take responsibility for any return package without confirmation or notice from us.

Contact our Customer Service to get the return address before you make any decision. Please do not refuse the delivery or send your return to the address on your package. That is not our return address and we will not take any responsibility for any return package without a confirmation notice from us.

Refund:

For the damaged, wrong, error item: our policy lasts 7 days from the arrival date for you to send photos of evidence of damaged/broken items. If 7 days have gone by since you received the item, unfortunately, we can’t offer you a refund or exchange.

For unsuccessfully delivered items: Any item that is unsuccessful to be delivered due to reasons such as customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund you in case you REFUSE to receive it either.

For other reasons, please contact our customer email and we will try our best to deal with your problem.

Note:

Shipping fees will NOT be refundable once items have been shipped.

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.

If you haven’t received a refund yet, first check your bank 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 (2-8 business days) before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@purupo.com.