Refund policy
Last updated: June 2026
Overview
We want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
Standard Returns
You have 14 days from the date of delivery to request a return on eligible items. To be eligible, items must be:
- Unused and in their original condition
- In the original packaging with all tags attached
- Accompanied by proof of purchase
Health & Hygiene Items — Important Notice
For the safety and wellbeing of all our customers, we are unable to accept returns or offer refunds on health and hygiene products once they have been opened, used, or removed from their sealed packaging. This includes but is not limited to:
- Skincare and beauty products
- Haircare products
- Intimate wear and undergarments
- Personal care accessories
- Supplements and wellness products
This policy is in place in accordance with UK consumer hygiene regulations and is non-negotiable once the seal has been broken.
Faulty or Damaged Items
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery at [your email]. We will offer a full refund, replacement, or store credit at no additional cost.
Non-Returnable Items
The following items cannot be returned under any circumstances:
- Opened health & hygiene products
- Digital downloads or gift cards
- Sale or clearance items (unless faulty)
Refund Processing
Once your return is approved, refunds will be processed within 5–10 business days to your original payment method.
Contact Us
For any return or refund queries, please contact us at: info@purelyu.shop