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At Pure Petals, customer satisfaction is our top priority. We take great care in delivering quality skincare products that meet your expectations. However, if there is ever an issue with your order, please review our policy below.

1. Eligibility for Return or Exchange

We accept returns or exchanges only in the following cases:

  • You received a damaged or broken item

  • You received the wrong product

  • The product was expired or defective at the time of delivery

To qualify for a return or exchange:

  • You must notify us within 48 hours of receiving the order

  • The product must be unused, unopened, and in its original packaging

  • You must provide photo/video evidence of the issue

2. Non-Returnable Items

Due to hygiene and safety reasons, we do not accept returns or exchanges on:

  • Opened or used skincare products

  • Products without original packaging

  • Orders placed by mistake or due to a change of mind

3. How to Request a Return or Refund

To request a return or refund, please contact us at:

📧 support@purepetals.co , www.purepetals.co.uk@gmail.com

Please include:

  • Your order number

  • A brief explanation of the issue

  • Clear photos or videos of the product

Our team will review your request and respond within 2–3 business days.

4. Refund Process

  • If approved, refunds will be issued via your original payment method or through bank transfer (for COD orders)

  • Refunds may take 7–10 working days to process

  • Shipping charges are non-refundable, unless the return is due to our error

5. Exchange Process

  • If your exchange is approved, we will ship the replacement product at no extra cost

  • In case the requested product is out of stock, a full refund or store credit will be offered

6. Order Cancellation

  • Orders can only be canceled before dispatch. Once the order is shipped, it cannot be canceled

  • To cancel your order, contact us as soon as possible

Note: Pure Petals reserves the right to refuse returns or refunds if the request does not meet our policy criteria.

Thank you for shopping with Pure Petals. Your trust means everything to us.

Let us know if you need further assistance at
📧 support@purepetals.co , www.purepetals.co.uk@gmail.com