We want you to be happy with your purchase from Pure Beauty. This policy explains how product returns and faulty product returns are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
Important: Please Check Your Products on Arrival. Please inspect your products as soon as your order arrives and, wherever possible, before opening or using them. If a product appears empty, substantially underfilled, damaged, leaking, incorrectly sealed or otherwise faulty, please stop using it and contact us immediately. Where possible, do not open, dismantle, empty or otherwise tamper with a product that you believe is faulty. Retain the product and all packaging until we have investigated the issue.
If you change your mind about an item purchased online, you may return it within 14 days of receiving your order in accordance with the Consumer Contracts Regulations.
You then have a further 14 days to return the item to us once you have notified us that you wish to cancel your order.
Please contact us before returning any item.
To be eligible for return, products must be:
Due to hygiene, safety and product integrity reasons, we cannot accept returns of products that have been:
This applies particularly to skincare, cosmetic and other hygiene-sensitive products unless the item is faulty.
We reserve the right to refuse returns or reduce refunds where products have been handled beyond what would reasonably be permitted in a retail environment.
Customers are responsible for return postage costs for unwanted or cancelled orders.
Original delivery charges are non-refundable except where required under UK consumer law.
All product returns must be sent using Royal Mail.
Returns must be taken to a Post Office counter and a valid proof of postage receipt must be obtained and retained until your return has been fully processed.
Returns must not be placed into a post box.
Pure Beauty cannot accept responsibility for items lost or damaged in transit where proof of postage cannot be provided.
Refunds are normally processed within 5 to 10 working days of the returned goods being received and inspected.
Refunds will be issued to the original payment method.
We reserve the right to reduce refunds where returned items show signs of use, damage, missing packaging or diminished value.
We take great care to ensure that products are correctly supplied, securely packaged and in good condition when they leave us. However, occasionally a product may have a manufacturing fault, may be damaged in transit, or may not be the product ordered.
Please inspect your order and products as soon as they arrive and, wherever possible, before opening or using them.
If you believe that a product is faulty, damaged, empty, substantially underfilled, leaking, incorrectly sealed or otherwise not as it should be, please stop using the product and contact us immediately.
Wherever possible, do not open, dismantle, test, empty, alter or otherwise tamper with a product that you believe is faulty. Please retain the product, its packaging, seals and any other associated materials until we have had an opportunity to investigate the issue.
This is particularly important where a customer believes that a product is empty or contains substantially less product than it should. Once a product has been opened, used or substantially emptied, it may no longer be possible for us to establish whether the reported problem existed when the product was supplied.
When reporting a suspected fault, please provide details of the problem and, where possible, photographs of:
The product itself;
The packaging;
Any seals or closures;
The batch or lot number;
Any visible damage, leakage or other defect.
We may also ask you to return the product to us for inspection or, where appropriate, to provide additional information so that we can investigate the matter with the manufacturer or supplier.
A suspected fault should be reported as soon as it is discovered. We will consider the circumstances and evidence provided with every report and will deal with genuine faults in accordance with your statutory consumer rights.
Where we require a product to be returned for inspection, the product itself must be returned to us. The original product should not be disposed of or retained while a refund is requested for the same item.
If a customer agrees to return a product but we receive only the outer packaging, an empty box or other incomplete return, we will contact the customer and may withhold any refund until the purchased product has been returned.
A refund will not be issued for merchandise that has not been returned where the return of the merchandise is required to establish the validity of the claim or to process the return.
Where a product has been substantially used, emptied, altered or otherwise tampered with before a fault is reported, we may require additional evidence or inspection before determining whether the reported fault existed when the product was supplied.
Once we receive a returned product, we will assess the reported fault and, where appropriate, may liaise with the manufacturer or supplier.
Depending on the circumstances and the nature of the fault, the available remedy may include a replacement, repair, refund or another appropriate remedy.
Nothing in this policy affects or restricts any statutory rights you may have under applicable consumer protection legislation.
Please contact us before returning any item so we can provide the correct returns instructions.
