Refund policy
We aim to provide a smooth and reliable shopping experience at Purefresca. We offer a 14-day return policy on all eligible products purchased through our website.
Order Cancellation
Orders can be cancelled for a full refund before dispatch.
Please contact us as soon as possible with your order number.
If your order has already been dispatched, it must be returned following the return process below.
Eligibility for Returns
To be eligible for a return:
- Items must be unused and unopened
- Products must be in their original packaging
- Cellophane wrapping must be intact and not tampered with
- Returns must be requested within 14 days of delivery
- Proof of purchase is required
Non-Returnable Items
We do not accept returns for:
- Opened or used products
- Items with damaged or removed packaging or wrapping
Return Process
-
Request a Return
Contact us within 14 days of delivery with your order details -
Follow Instructions
We will provide return instructions and the return address -
Send Item Back
Ensure items are securely packaged to avoid damage during transit
Refunds
- Refunds are processed after inspection of returned items
- Issued to the original payment method
- Please allow 3–7 working days after approval for funds to appear
Return Shipping Costs
- Customers are responsible for return shipping costs
- We recommend using a tracked service
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return the original product and place a new order.
Damaged or Faulty Items
If you receive a damaged or faulty item:
- Contact us within 24 hours of delivery
- Provide clear photos of the issue
- Do not dispose of the item until instructed
Once verified, we will arrange a suitable resolution.
Incorrect Items
If you receive the wrong item:
- Do not open the product
- Contact us within 24 hours of delivery
- Provide your order number and details
The item must be returned in its original condition.
Free Shipping Adjustment
If your order qualified for free shipping over £50, and a return brings the total below this threshold, a £3.99 shipping fee may be deducted from your refund.
Contact Us
For any questions or support:
Email: sales@purefrescaperfumes.co.uk
Phone: 07309472799