RETURN, REFUND AND CANCELLATION POLICY
Last updated: 23/09/2026
- Overview
We want you to be happy with your purchase. This policy explains when you can cancel, return or exchange an order, and how refunds work. Nothing here limits your rights under the Consumer Protection Act, 2019. - Cancelling an order
Before dispatch: you can cancel your order by emailing SUPPORT@PUREOEARTH.COM or calling 8884700044 with your order number. We’ll refund the full amount.
After dispatch: we can’t cancel an order that has already shipped. You may refuse delivery, or accept it and request a return if it qualifies under this policy.
We may cancel an order if a product is unavailable or another issue arises (see our Terms and Conditions), and we will refund you in full. - When you can return a product
You can request a return within [7] days of delivery if:
The product arrived damaged or defective.
You received the wrong product, or an item is missing from your order.
*Email [SUPPORT@PUREOEARTH.COM] within the window above with your order number.
*Attach clear photos of the product, the packaging and the shipping label. We strongly recommend recording an unboxing video showing the parcel being opened, as it helps us resolve claims faster.
*We’ll review and reply within [2] business days.
4. Return conditions
To be eligible, the product must be:
Unused, unopened and in its original condition and packaging (except where the product arrived damaged or defective)
Returned with all tags, accessories, free gifts and invoice
5. Items that cannot be returned
Unless they arrive damaged, defective or incorrect, we cannot accept returns for:
Opened, used or tested products, for health and safety reasons
Food, perishable or consumable items
Products bought on final sale, clearance, or marked “non-returnable” on the product page
Gift cards
Products damaged through misuse, wrong handling or normal wear
(Edit this list so it matches what you sell.)
6. How returns are collected
Once we approve your return, we’ll either arrange a pickup or give you instructions to send the item back. “We arrange free pickup for damaged, defective or wrong items.” / “Return shipping is free for damaged, defective or wrong items; for other approved returns, the customer pays the return shipping.” Pickup may not be available at all PIN codes; if it isn’t, we’ll guide you on sending it by courier and reimburse reasonable cost where the return is due to our error.
7. Inspection
When we receive the returned item, we’ll inspect it. If it meets the conditions above, we’ll process your refund or replacement. If it doesn’t, we’ll tell you why and may send it back to you.
8. Refunds
Method: Refunds go back to the original payment method (card, UPI, net banking or wallet) used for the order.
Cash on Delivery orders: we’ll refund by bank transfer or UPI. We’ll ask you for the details, and you must give us accurate ones.
Timeline: We initiate approved refunds within [3-5] business days of approving your return (or of receiving and inspecting the returned product). After we initiate it, your bank or payment provider typically takes an additional [5-7] business days to show the credit.
Amount: You get the product price paid. Original shipping fees are refunded only if the return is due to our error (damaged, defective or wrong item).
Failed or double payments: if money is deducted but the order isn’t created, or you’re charged twice, the amount is refunded to your original payment method, normally within [7] business days. If it isn’t, email us with the transaction ID.
We’ll send you an email or message when your refund is initiated.
9. Replacements and exchanges
If you prefer a replacement over a refund for a damaged, defective or wrong item, tell us in your request. Replacements depend on stock availability. If the product is out of stock, we’ll refund you instead.
10. Contact
Email SUPPORT@PUREOEARTH.COM or call 8884700044 (MON-FRI 9AM TO 8PM ). We acknowledge complaints within 48 hours and aim to resolve them within one month.