Returns & Refunds
You can return items from Purevelmoraqx within 30 days of receipt. No reason is required. Here you will find details on the process, costs, and payouts.
Conditions
Customers may return unused items within a period of exactly 30 days from the delivery date. Products must be in their original condition with undamaged original packaging and show no signs of use; hygiene products must not have been opened or unsealed.
Return process
- Send the cancellation notice by email to customer support, specifying the order number and the items to be returned.
- Receive return authorization by email with the official return address and return instructions.
- Pack the item securely for transport in the undamaged original packaging with intact seals, and ship it to the provided address.
- Receive credit of the purchase price to the specified bank account within 3 to 10 business days after a successful quality check of the return.
Who pays return shipping
In cases of defects, damage, or incorrect items, we cover the shipping costs. We will send you a label or arrange a pickup. If you change your mind, you pay the return shipping costs yourself. No additional fees apply.
Refund timing and method
Payout is issued within 3 business days after item inspection. For cash on delivery, we transfer the funds to your specified bank account. For advance bank transfers, we refund to the same account. The credit usually takes 1-5 business days.
Overview of cases
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Correct items delivered, incorrect items collected | None |
| Parcel lost | Replacement or full refund after inspection | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the item value | Return shipping only |
Exchanges
If you would like a different model or accessory, return the item as normal and place a new order. We will refund the product once it arrives with us. If the reason was on our end, we will ship the new order free of charge.
Cancelling an order
Any order can be canceled free of charge before shipping. Send a message with your order number to [email protected]. If the parcel has already been dispatched, the standard return process applies.
Questions about this policy
Contact us at [email protected] or by phone at +49 621 71318340 during our business hours (Mon-Sat 09:15 - 18:00). You will receive a response within one business day.