Refund policy

Order Changes / Add-On Orders Policy

To help our warehouse team process orders accurately and efficiently, all order changes, add-on requests, and combined shipping requests must be submitted before 12:00 PM (EST) or before the order enters processing.

Once an order has entered processing or fulfillment, we may no longer be able to accommodate additional changes, cancellations, or add-on requests.

Return Policy

New, unused, and unopened merchandise in its original packaging with unbroken inner/outer seals may be returned within 14 days from the date the package was received (based on the shipping carrier’s delivery date).

To request a return, please contact us at hello@pureraum.com. If your return request is approved, we will provide return instructions. Returns sent without prior authorization will not be accepted.

If returned items are used, opened, seal broken, or not in their original packaging, no refund will be issued. Customers may choose to have the items shipped back at their own expense; otherwise, the products will be discarded.

Return shipping costs are the responsibility of the customer. Original shipping fees (if applicable) are non-refundable.

Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect so we can evaluate the issue and assist accordingly.

All sale items, promotional purchases, purchases made using discount codes, gift cards, machines, and equipment are final sale and are not eligible for return or exchange.

Refund / Cancellation Policy

All payment processors (Shopify Payments, credit cards, PayPal, etc.) charge a non-refundable 3–6% processing fee at the time an order is placed. Because these fees are not refunded to us by the payment processor, the processing fee will be deducted from all customer-requested refunds and cancellations.

Please review the following conditions carefully:

1. Order Cancellation Before Processing
Orders cancelled before processing begins are eligible for a refund minus the non-refundable 3–6% payment processing fee.

2. Order Cancellation After Processing (Before Shipment)
If an order has already been processed or packed but has not yet shipped, a 10% restocking fee will apply.

3. Returns After Shipment / Delivery
Approved returns after shipment are subject to a 15% restocking fee.

Once your return is received and inspected, we will notify you regarding approval status. If approved, refunds will be issued to the original payment method. Please note that banks and credit card companies may require additional processing time.

We appreciate your understanding and cooperation.