Refund policy
Your satisfaction is our priority. If you're not happy with your purchase, we're here to help.
Our Promise
If you're not satisfied with your order for any reason, please contact us directly at info@purallia.com before taking any other action. Our customer support team typically responds within 24 hours and we resolve most issues the same day. We would much rather work with you directly to find a solution than have you go through your bank or card provider.
30-Day Satisfaction Guarantee
You have 30 days from the date you receive your order to contact us if you're not satisfied. We handle each case individually and offer the following solutions depending on the situation:
- Full refund to your original payment method
- Replacement product shipped at no extra cost
- Partial refund if only part of your order was affected
To request a refund or report an issue, simply email us at info@purallia.com with your order number. No complicated forms, no long wait times.
How Refunds Work
All refunds are processed back to the original payment method (the same card or payment method you used to place the order). Refunds are processed within 5-7 business days of approval. Please allow an additional 5-10 business days for your bank or card provider to reflect the refund on your statement. You will receive an email confirmation when your refund has been processed.
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or incorrect, please contact us immediately at info@purallia.com with a photo of the issue. We will resolve this at no cost to you — either by sending a replacement or issuing a full refund. You do not need to return the item.
Cancellations
If you need to cancel your order, contact us as soon as possible at info@purallia.com. If your order hasn't shipped yet, we will cancel it and issue a full refund immediately. If it has already shipped, we will work with you on a return or refund once you receive it.
Returns
If you'd like to return a product, please contact us first at info@purallia.com so we can arrange the return and provide you with instructions. Items should be in their original packaging where possible. Please do not send items back without contacting us first.
European Union Customers — 14-Day Cooling Off Period
If you are located in the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in accordance with EU consumer protection regulations. To exercise this right, contact us at info@purallia.com. Your refund will be processed to your original payment method.
Exchanges
If you'd like to exchange a product, the fastest way is to contact us at info@purallia.com. We'll arrange the return of your current item and send out the replacement as quickly as possible.
Questions?
If you have any questions about your order, a refund, or anything else — please reach out to us at info@purallia.com before contacting your bank or card provider. We're here to help and we resolve most issues within 24 hours.
