Refund Policy

Introduction

At Pura, we stand behind the quality of our smart home fragrance diffusers, fragrance refills, and subscription services. This Refund Policy outlines the terms and procedures for requesting refunds, ensuring transparency and fairness for all customers. By purchasing our products or subscribing to our services, you acknowledge and agree to the provisions below.

1. Refund Eligibility

We offer refunds for eligible products and services, subject to the following conditions:

1.1 One-Time Purchases (Diffusers, Individual Refills)

  • Eligible Items: Unused, undamaged products in their original packaging, returned within 60 days of delivery. This includes diffusers that have not been activated or used, and fragrance refills with unbroken seals.
  • Ineligible Items:
    • Used diffusers with visible wear, activation records, or altered serial numbers.
    • Opened or used fragrance refills (due to quality and safety concerns).
    • Products returned without original packaging, accessories, or complimentary items. If complimentary items cannot be returned, we may deduct their stated value from the refund.

1.2 Subscription Services

  • Pre-Delivery Cancellations: If you cancel a subscription refill before it ships (within 1-3 business days of fulfillment), you will receive a full refund for that upcoming cycle.
  • Post-Delivery Refunds: Subscription refills are eligible for refunds only if they arrive damaged, defective, or incorrect. Used or unopened refills returned outside of these scenarios are not refundable.
  • Partial Subscription Periods: No refunds are provided for partial subscription months. Cancellations take effect after the current billing cycle, and you will retain access to the service until the end of that period.

1.3 Defective or Incorrect Products

  • If you receive a defective, damaged, or incorrect item (e.g., wrong fragrance, broken diffuser), contact us within 7 days of delivery. We will arrange a free replacement or full refund, including any applicable shipping costs. You do not need to return defective items unless requested.

2. Refund Request Process

Follow these steps to initiate a refund:

Step 1: Request Return Authorization (RMA)

Contact our support team at service@puraoutlet.com with:
  • Your order number (found in the confirmation email).
  • Reason for the refund (e.g., unused, defective, wrong item).
  • Photos of the product (if damaged or defective).
We will review your request within 24-48 business hours and issue an RMA number if approved. Do not return items without an RMA number—unauthorized returns will not be processed.

Step 2: Return the Product (If Required)

For eligible returns, ship the item(s) to the address provided with your RMA number. Include the RMA number on the package and retain the shipping receipt (with tracking information) for reference.
  • Return Shipping Costs: You are responsible for return shipping unless the refund is due to our error (e.g., defective item, wrong order). If you received free shipping on your original order but return items that no longer meet the free shipping criteria, we may deduct the original shipping cost from your refund.

Step 3: Refund Processing

  • Once we receive and inspect the returned item (typically 2-3 business days after delivery to our warehouse), we will approve or deny the refund.
  • Refunds are issued to the original payment method (e.g., credit card, PayPal) within 5-10 business days of approval.
  • If you paid using a combination of methods (e.g., credit card + gift card), the refund will be split proportionally to match the original payment.

3. Refund Timelines & Details

  • Processing Time: 5-10 business days from the date we approve your refund.
  • Payment Method Delays: Refund timelines may vary based on your payment provider. Credit card issuers typically process refunds within 3-7 business days, while PayPal refunds are often instant.
  • Currency: All refunds are issued in USD (consistent with your original payment).
  • Gift Purchases: Refunds for gift purchases are issued to the original purchaser unless specified otherwise.

4. Special Circumstances

  • Order Cancellations: If you cancel an order within 24 hours of placement and it has not yet shipped, you will receive a full refund. Orders that have already entered fulfillment (after 24 hours) cannot be canceled and must follow the return process.
  • Price Adjustments: If an item goes on sale within 7 days of your purchase, contact us for a price adjustment (refund of the difference). This applies only to one-time purchases, not subscriptions.
  • Fraudulent or Unauthorized Purchases: If you believe an order was made fraudulently using your payment information, contact us immediately. We will investigate and issue a full refund upon verification.

5. Refund Exceptions

The following are not eligible for refunds:
  • Products returned after the 60-day window.
  • Used, damaged, or modified items (unless defective).
  • Subscription refills returned without damage or error.
  • Shipping delays due to carrier issues (e.g., weather, lost packages)—we will assist with tracking or replacement, but not refunds for delays.

6. Contact Us

If you have questions about our refund policy, need help initiating a refund, or want to check the status of a pending refund, reach out to us:
  • Address: 431 Diamond Street, San Francisco, California 94114, United States
  • Website: puraoutlet.com (visit the “Support” tab for additional resources)
We strive to make the refund process as smooth as possible. Your satisfaction with Pura products and services is our top priority.