Returns FAQs

What are the steps for initiating a return?

  • Visit our Returns page, enter your order number and click "Lookup"
  • Select the item you’d like to return, by clicking "Create Return"
  • In the form, add the reason for return, quantity, condition of the item, and provide any additional information in the notes box. Click "Submit"
  • Repeat this step for all items you’d like to return
  • Review your return summary. If anything is incorrect, immediately click the chat button in the bottom right corner of the screen
  • A confirmation email, with a Return Label, will be sent to the email address you provided within 24 business hours
  • Repackage the item(s) you are returning, removing any previous labels and/or tape from the package, and attach the Return Label to the package using clear packaging tape. Please note that if you’re returning multiple packages, each requires a unique label. (Please avoid using Priority Mail packaging.)
  • Drop your return at the nearest UPS location; no additional postage or insurance is needed

There are a few cases where items may not be returned:

  • Individual items that were purchased as part of a set
  • Items purchased / postmarked after our 60-day return period
  • Free gifts or promotional items with no retail value

If your item was damaged upon receipt, or if you believe the item you ordered is defective, please reach out to Customer Care directly at 800.572.6228.

 

What's your exchange policy?

Exchanges are handled as new purchases, so to avoid multiple concurrent charges on your credit card, we recommend returning your item(s) and placing a new order once your refund is processed.

 

How do I return a gift?

Please contact our Customer Care Team with the order number for your gift. They’ll let you know whether we can offer an exchange or apply a refund to the original payment method. Please contact Support@ThePureCompany.com or feel free to give us a call at 800.572.6228, Monday through Friday 8:30 am - 6:30 pm EST.

 

What if my item is damaged, defective, or incorrect?

If you’ve received a damaged, defective, or incorrect product, please contact Support@ThePureCompany.com and upload a photo of the damage, or the wrong item you received, as well as your order number. Or feel free to give us a call at 800.572.6228, Monday through Friday 8:30 am - 6:30 pm EST.