Refund policy

Return window

You can request a return for an eligible physical item within 30 calendar days after delivery. For a change-of-mind return of gear, accessories, or apparel, keep the item unused and in its original condition with the original packaging and any applicable tags or seals. Reasonable inspection does not by itself make an item used.

Start a return

Email info@purolaae.shop with your order number, the item you wish to return, and the reason. Wait for our approval and instructions before sending anything. We cover the cost of shipping for approved returns and provide a prepaid label when an item needs to be sent back. We do not charge a restocking fee.

For food, drinks, and supplements, contact us before sending anything so we can confirm the applicable return or refund instructions. If you have a problem with access to a digital item, contact us with your order number so we can help.

Damaged, defective, or incorrect items

Contact us promptly with your order number and a description of the issue. Photos can help us review it. We will arrange an appropriate remedy, such as a refund or a replacement where available. We cover any return shipping we require for an item that is damaged, defective, or incorrect.

Refunds

We inspect the returned item, notify you of the result, and initiate an approved refund to your original payment method within 10 business days after receiving your return. Your bank or payment provider may take additional time to post the credit.

For an approved change-of-mind return, we refund the amount paid for the returned item and any refundable tax. Original delivery charges are normally not refunded for change-of-mind returns. If a problem with the supplied items requires the whole order to be returned, we also refund the original delivery charge.

Exchanges and cancellations

For a different size or item, return the eligible original item and place a separate order. For an order that has not shipped, contact us as soon as possible to ask whether we can cancel it.

This policy does not limit your rights under applicable law. For help, use our contact form or view our contact information.