Returns Policy

Returns Policy

This returns policy applies to products bought directly from our website. If you have purchased products from a third party then please contact them for their own returns and refund procedures.

We believe you should be completely satisfied with your products and your experience with our company. 

We have a 60-day return policy, which means that you have 60 days after receiving your item to request a return.

We will refund your first order of any product as long as you reach out within 60 days of your purchase, and all unused bottles are returned back to us. 

If you're not entirely happy with your purchase, for any reason, you can contact us within 60 days and we will make things right for you.

We will arrange a return of any unused items back to us and once received we will either refund your money in full or exchange the goods.

All we ask is that you contact us first to start the returns process. 

Return Policy Terms

* All returns require a return authorisation number to be issued. Please email us at support@purolabs.com to start the returns process. You will then be issued with a returns/RMA number and provided with further instructions on where to send your return. 

* All returns must first be approved by our customer service team via email and issued with an RMA (Return Merchandise Authorisation) number. We are not able to accept any items returned without a valid RMA number issued via email.

* All items must be sent back to us within a reasonable timeframe once you have requested a return via our customer services team. When an RMA is issued, the specified items in the request must be returned back to us within 14 days from the date of issue for the return to be valid. All returns must be postmarked and in the hands of the return delivery provider within this timeframe for your return to be valid.

* We cannot be held responsible for items sent to an incorrect address (one not provided by our customer services team). Please do not send returns to our main office address as unfortunately they won't be accepted. 

* Please note that in order to qualify for our money back guarantee, we expect customers to have only used a maximum of 60 days dosage of the product purchased. This means that the remainder of the product (unopened bottles) need to be returned to us in a re-sellable condition. We are not able to refund multiple open bottles/containers

* Please that our 60 day guarantee covers your first order of any individual item. We are unable to accept returns for items where the same product has been purchased previously. 

* Please note that you are responsible for making sure your items arrive back to us in good condition. We cannot be held responsible for missing/lost returns and so you may wish to use a recorded service to ensure that your items arrive safely.

* Assuming the unused item(s) to be returned are received in good condition to the correct address provided, we will then process your refund within 10 working days.

* Refunds are issued to the same debit/credit card or method of payment that was used during the original purchase.

* Please note it can take 10 working days AFTER we receive your items back to our warehouse for your refund to be processed. Please allow sufficient time for your return to be processed before contacting us.

* Once we have issued your refund please note it may take some time for your bank to process the refund on their side and post the funds back to your account. Please contact your financial institution for assistance if you do not see your refund within 10 days AFTER receiving confirmation from our customer service team that your refund has been processed on our side.

* Please note that we are unfortunately unable to cover the cost of any return postage to send your items back to us. 

Damaged / Incomplete Orders

We always try our best to ensure that all items arrive to you safely and complete. However on any rare occasions if you receive any items that are damaged on arrival or have missing items then please just let us know by emailing  and we’ll take care of this for you as a priority.

Please note that any damaged or incomplete items must be reported to us within 7 days of receipt. Please ensure that you keep all packaging and documentation received with the items as photographic evidence of the damage will be required for us to issue a replacement/refund.

We are unable to accept damaged or incomplete claims where you are unable to provide us with photographic evidence of the damage or missing items or where you have disposed of the packaging/documentation received with your order.