Customer Service Policy

Introduction

At Pura, exceptional customer service is as essential to our brand as our smart home fragrance solutions. We are dedicated to supporting you at every stage—from browsing our products and placing orders to using your diffuser and managing subscriptions. This Customer Service Policy outlines our commitments to responsiveness, transparency, and effective problem-solving, ensuring your experience with Pura is as seamless as the scents we deliver. By engaging with our services, you acknowledge and agree to our approach to meeting your needs.

1. Service Mission & Core Commitments

Our customer service team operates under three core principles to guide every interaction:
  • Accessibility: We provide multiple, user-friendly channels to connect with support, regardless of your question or concern.
  • Responsiveness: We prioritize timely follow-ups, ensuring you do not wait unnecessarily for updates or solutions.
  • Fairness: We resolve issues with transparency, aligning with our Shipping Policy, Refund Policy, and Terms of Purchase to ensure consistent and equitable outcomes for all customers.

2. Service Channels & Availability

We offer diverse ways to reach our team, allowing you to choose the option that best fits your schedule and needs:

2.1 Email Support (Primary Channel)

  • Response Time: We aim to reply to all emails within 24-48 business hours (excluding weekends and public holidays). For urgent matters (e.g., missing orders, defective products), include “Urgent” in the subject line to prioritize your request.
  • Best For: Order tracking, subscription adjustments, product troubleshooting, refund status checks, and general inquiries.

2.2 Account & Self-Service Support

  • Website Portal: Log into your account at puraoutlet.com to access self-service tools:
    • Manage subscription preferences (adjust delivery frequency, skip shipments, update fragrance selections).
    • Track orders (view fulfillment status, delivery timelines, and tracking links—consistent with our Shipping Policy).
    • Access FAQs, user manuals, and troubleshooting guides for quick answers to common questions.
  • Availability: 24/7, enabling you to resolve simple issues at your convenience without waiting for support.

2.3 Mailing Address (Formal Inquiries)

For written correspondence (e.g., formal complaints, submission of supporting documents), send mail to:
431 Diamond Street, San Francisco, California 94114, United States
  • Response Time: We process mail within 3-5 business days of receipt and reply via email or mail (per your preference).

2.4 In-Person Support (By Appointment Only)

Our San Francisco headquarters offers in-person assistance for product demos, complex troubleshooting, or subscription consultations—by appointment only.
  • Scheduling: Email service@puraoutlet.com with “In-Person Support Request” to book a time that works for you.

3. Service Scope & Issue Resolution

We address a comprehensive range of customer needs, with clear processes to ensure efficient problem-solving:

3.1 Order-Related Support

  • Order Status: If you do not receive a confirmation email or tracking link within 24 hours of purchase, contact us with your payment details (e.g., order number, email used for purchase) for updates.
  • Order Modifications/Cancellations: As outlined in our Terms of Purchase, we accept order changes or cancellations within 24 hours of placement. Reach out immediately—we cannot guarantee adjustments after fulfillment begins (typically within 1-3 business days).
  • Delivery Issues: For delayed, lost, or damaged packages (in line with our Shipping Policy), provide your order number and tracking details. We will investigate with the carrier, arrange replacements (if applicable), or process refunds (per eligibility criteria in our Refund Policy).

3.2 Product & Troubleshooting Support

  • Smart Diffuser Setup: If you need assistance setting up your diffuser (e.g., connecting to Wi-Fi, using the companion app), we provide step-by-step guides via email or can schedule a virtual walkthrough.
  • Defective Products: If your diffuser malfunctions or fragrance refills arrive damaged, contact us within 7 days of delivery (and include photos of the issue). We will arrange free replacements (shipped within 1-3 business days) or full refunds (as per our Refund Policy).
  • Fragrance Inquiries: Our team can share details about scent notes, longevity, and recommendations (e.g., pet-safe options, seasonal fragrances) to help you select the right refills for your needs.

3.3 Subscription Support

  • Subscription Adjustments: Need to update your fragrance selection, delivery frequency, or payment method? Contact us or use your account portal—changes will take effect for the next scheduled shipment.
  • Subscription Cancellations: Cancel your subscription at any time via your account or email. Cancellations apply after the current billing cycle—no partial refunds are provided, but you will receive all remaining refills for the active cycle.
  • Savings Verification: If your 20% monthly subscriber savings are not applied correctly, provide your subscription ID. We will resolve the issue and apply credits (if applicable) to your next billing cycle.

3.4 Refund & Return Support

  • Refund Status: For pending refunds (in accordance with our Refund Policy), contact us with your return tracking number or order ID. We will confirm if the return has been received and when you can expect your refund (typically 5-10 business days after approval).
  • Return Authorization (RMA): If you do not receive an RMA number within 48 hours of requesting a return, follow up via email—we will issue the number and shipping instructions promptly.

4. Service Follow-Up & Feedback

  • Case Tracking: For complex issues (e.g., prolonged delivery investigations), we assign a unique case number and provide weekly updates until the matter is resolved.
  • Feedback Collection: We welcome your input on our service—email us with “Customer Service Feedback” in the subject line to share your experience. Your insights help us improve our support processes and better serve you.
  • Escalation Process: If you are unsatisfied with a resolution, request to escalate your case to a senior support manager. We will review the issue thoroughly and provide a final decision within 3 business days.

5. Contact Us for Support

No matter your needs, our team is ready to assist you:
  • Website: puraoutlet.com (access account tools, FAQs, and the “Support” tab)
  • Mail: 431 Diamond Street, San Francisco, California 94114, United States
We believe great customer service is the foundation of a trusted brand. Whether you are a first-time buyer or a long-time subscriber, we are committed to making your Pura experience smooth, stress-free, and satisfying.