Last Updated: August 1, 2025

At Pure Process, we are committed to providing you with high-quality skincare, hair care, and body care products. Your satisfaction is important to us. Please read our policy carefully to understand how we handle refunds and exchanges.

1. Eligibility for Refund or Exchange
* We offer refunds or exchanges only for products that are:
* Damaged during transit: If you receive a product that has been damaged during shipping.
* Incorrect item received: If you receive a product different from what you ordered. * Manufacturing defect: If the product has a clear manufacturing defect (e.g., broken bottle, pump not working).
To be eligible, the product must be unused, in its original packaging, and returned within 7 days of delivery.
* We do not offer refunds or exchanges for:
* Products that have been used or opened.
* Products where you have changed your mind.
* Products that cause an allergic reaction (as individual sensitivities vary, and we recommend patch testing all products before full application, especially if you have sensitive skin). While our products are formulated for sensitive skin, we advise checking the full ingredient list and performing a patch test.
* Products purchased during a sale or promotion (unless damaged/incorrect).

2. How to Initiate a Refund or Exchange * To initiate a return, please contact our Customer Service team at [hello@thepureprocess.com] within 7 days of receiving your order.
* Please provide:
* Your order number.
* A clear description of the issue (damage, incorrect item, defect).
* Photographic or video evidence of the damaged, incorrect, or defective product.
* Our team will review your request and guide you through the return process. Please do not send products back to us without prior authorization.

3. Return Process & Inspection * Once your return is authorized, we will provide you with instructions on how and where to send your product. * Upon receiving the returned product, our quality control team will inspect it. This process may take 3-5 business days. * If the product passes inspection and is deemed eligible as per our policy, we will proceed with the refund or exchange.

4. Refunds * Approved refunds will be processed to your original method of payment within 7-10 business days after the inspection is complete. Please note that banks or payment gateways may take additional time to reflect the refund in your account. * Shipping charges paid at the time of purchase are non-refundable.

5. Exchanges * Approved exchanges will be for the same product as originally ordered, or a product of equivalent value if the original is out of stock. The replacement product will be dispatched within 3-5 business days after the inspection is complete.

6. Damage During Return Transit * Pure Process is not responsible for products damaged or lost during the return shipping process. Please ensure proper packaging and consider using a trackable shipping service.

7. Policy Changes * Pure Process reserves the right to modify this refund and exchange policy at any time. Any changes will be updated on this page.