Refund policy

Last updated: July 2026

This Refund & Return Policy applies to purchases made through PuraVida Store, which is owned and operated by Puravida Commerce Limited, a company registered in Hong Kong.

By placing an order through this website, you acknowledge that you have read, understood, and agree to the terms set out in this Policy.

Return Eligibility

Customers may request a return within 14 calendar days of receiving their order.

To be eligible for a return:

The item must be unused, unopened, and in the same condition as received.
The item must be returned in its original packaging.
Proof of purchase must be provided.

Items that are used, opened, damaged after delivery, or missing their original packaging are not eligible for a refund.

Return Authorization Required

All returns require prior authorization.

To request a return, please contact:

puravidacommercelimited@gmail.com

Your request must include:

Order number
Reason for the return
Photo or video evidence, where applicable

Returns sent without prior authorization will not be accepted.

Return instructions and the appropriate return address will be provided once your request has been approved.

Return Shipping

Customers are responsible for return shipping costs unless the item is confirmed to be defective or incorrect.

Original shipping fees are non-refundable.
Returns must be sent using a trackable shipping method.

We are not responsible for returns that are lost in transit where tracking information has not been provided.

Damaged, Defective, or Incorrect Items

Customers must report damaged, defective, or incorrect items within 48 hours of delivery.

Photo or video evidence is required.

Claims submitted after this timeframe may not be accepted.

Where an issue is verified, we may provide:

A replacement; or
A refund, where a replacement is not available.

Shipping & Delivery

Orders are processed within 1–2 business days.

Estimated delivery times:

Europe: 7–10 business days
International: 7–10 business days

Delivery times are estimates only and may vary due to logistics providers, customs procedures, weather conditions, local postal services, or other circumstances beyond our control.

Delays caused by external factors do not automatically qualify for a refund.

Non-Delivery

If an order has not been received within 30 days after dispatch, customers should contact us.

We will:

Initiate an investigation with the shipping carrier.
Provide an appropriate resolution if the shipment is confirmed lost.

Claims submitted before this period may not yet be eligible for resolution.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping details.

Orders that fail delivery due to incorrect or incomplete address information:

Are not eligible for a refund.
May require additional shipping charges for reshipment.

Refused Deliveries

If a customer refuses delivery of an order:

The order may not be eligible for a refund.
Any return shipping or handling fees may be deducted from the refund.
Original shipping charges are non-refundable.

Proof of Delivery

All orders are shipped to the delivery address provided during checkout.

If the tracking information confirms successful delivery:

The order will be considered fulfilled.
Claims of non-receipt after confirmed delivery may not be eligible for a refund.

Customers are encouraged to contact the shipping carrier for further assistance.

Refund Processing

Returned items will be inspected upon receipt.

If the return is approved:

Refunds will be issued to the original payment method used for the purchase.
Refunds are typically processed within 5–10 business days.

Additional processing time may be required by the customer's bank or payment provider.

Non-Refundable Situations

Refunds will not be granted for:

Used, opened, or damaged items after delivery.
Requests submitted outside the return period.
Unauthorized returns.
Missing original packaging.
Returns lost in transit without tracking.
Refused deliveries.
Incorrect shipping details provided by the customer.

Order Cancellations

Orders may be cancelled within a short period after purchase, provided processing has not yet begun.

Orders are typically processed within 12 hours.

Once an order has been processed or shipped, it can no longer be cancelled.

Chargebacks & Disputes

Customers agree to contact us before initiating a chargeback or payment dispute.

We are committed to resolving any issues promptly and fairly.

Where appropriate, disputes may be resolved using:

Delivery confirmation
Tracking information
Order records
Customer communication history

Customer Responsibility

By placing an order, the customer confirms that:

All information provided is accurate and complete.
They understand the stated delivery timelines and conditions.
They agree to this Refund & Return Policy.

Fraud & Abuse

We reserve the right to refuse returns, refunds, or service where there is evidence of:

Suspected fraud
Abuse of this Policy
Excessive disputes or claims

Governing Law

This Refund & Return Policy shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region ("Hong Kong SAR").

Any dispute arising out of or relating to this Policy, purchases made through PuraVida Store, or use of this website shall be subject to the non-exclusive jurisdiction of the courts of Hong Kong SAR.