What is your return policy?
Please make sure that:
- Items can be returned or exchanged within 30 days from the delivered date.
- Items received should be unused, undamaged and in original package with original labels. Supplements may only be returned if the seal in unbroken.
- Return shipping fee is paid by buyer.
Items that do not meet these criteria will not be considered for return.
How can I return or exchange an order?
Please log in our website to check your account order(s). There is a “Return/Exchange” button that you will be able to access. Please click on the button to submit your Return/Exchange request, you will then get authorization and a return address from us in 24 hours by email. For more details, please feel free to email us at [email protected].
How soon will I receive a refund for my return?
Your refund will be issued to the original payment method or as store credit to your account within a week after the refund is approved by one of our customer service representatives. Please note that it may take up to 30 days for the refund to appear on your credit card statement.
Why did Pure Power Company fail to refund you sometimes?
There are multiples reasons why we may fail to refund you in time.
1) PayPal cases. If you had contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can issue the refund to your account.
2) Credit card chargeback. If you had asked your credit card company to stop the payment before contacting us, we can do nothing during their investigation but wait until the case is closed.
3) Credit card issues. Sometimes customers don’t use the original credit card or have changed the card, which will lead to refund failure.
4) Transaction overdue. If you ask for the refund exceed 180 days from the order payment date, we will have to ask our PayPal account manager to help issue the refund, which will cause about 1 week delay as compared to our normal process.
If I receive a wrong/damaged/defective item, what should I do ?
Please send an email to [email protected] with picture(s) of the wrong/damaged/defective item as well as your order number so that we can investigate and take further action to resolve your problem.
What should I do if an item is missing from my order?
Sometimes, your order will be delivered in multiple packages. Please check your order details in your account. If all the packages have been delivered but you are still missing items, please contact our customer service representatives at our Contact Us page and submit a request to us. Our customer service representatives will help you and get back to you within 24 hours.
Where can I return the item to?
We will supply you with the address in which you will return products by email.
What shipping company can I choose for return?
You may use any shipping carrier to ship the parcels back to us . However, USPS is the most convenient and cost effective for returns.
Do you have a phone number?
What if I encounter other problems?
Please take a picture of the problem you have encountered or a screenshot and send it to [email protected] so that we can hand the issue as soon as possible.