Refund Policy

Important information:

• 90 days to initiate returns upon receipt
• 7 days to process refunds
• No restocking fees
• The customer pays return shipping fees

You have the right to return your order within 90 days of receipt. Please be aware that we require the returned items to meet certain criteria — they must be unopened, with the original factory seal intact, and in their original packaging. Opened items cannot be returned under any circumstances.

Return Process

If your items meet the return criteria mentioned above, you may begin your return process by reaching out to trypurenza@gmail.com. Our customer support team will instruct you on how to proceed and provide all the necessary information, including the return address.

Please securely pack your items and, when sending, choose a delivery service that provides a tracking code (which you should then share with our customer support) — we don't want your return to get lost.

Delayed Orders

If the maximum time limit for processing and dispatching the order has expired and your order has still not arrived, don't panic. Please allow up to 2 additional days and remember to use your tracking code. If your parcel has still not arrived, please contact us quoting your order number.

Damaged or Wrong Items

If your package arrives damaged or you receive a wrong item, please immediately take a photo as evidence of the contents and the damage. Then send it to trypurenza@gmail.com along with your order number so that we can find a suitable solution for you.

Unclaimed or Refused Parcels

If a parcel is not accepted or not collected from the post office, it will be automatically returned to our warehouse. In such cases, we reserve the right to deduct a fee of $20 from the refund amount.

Contact

Purenza
Email: trypurenza@gmail.com
Business hours: Monday – Friday: 09:00–17:00
Business address: Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom