Refund policy

Returns Policy

We want you to love your PuraOud experience. If something isn’t right, we’re here to help.

30-Day Returns

You have 30 days from the date you receive your order to request a return.

To be eligible, your item must be:

  • In the same condition you received it

  • Unopened, unused, and unworn

  • In its original packaging

  • Accompanied by your receipt or proof of purchase

How to Start a Return

Email us at support@puraoud.com to begin your return request.

Once approved, you’ll need to send your package to our Leeds Distribution Center. 

Important:
Items sent back without requesting a return in advance will not be accepted.

Please send all approved returns to:PuraOud
29 Tichbourne Street
Batley
West Yorkshire
WF17 7QW
United Kingdom

For any questions, you can always reach us at support@puraoud.com

Damages & Issues

Please inspect your order upon delivery.
If you receive an item that is defective, damaged, or incorrect, contact us immediately so we can make it right as quickly as possible.

Non-Returnable Items

We cannot accept returns on:

  • Custom or personalised items

  • Personal care goods

  • Hazardous materials, flammable liquids, or gases

  • Sale items

  • Gift cards

If you’re unsure whether your item qualifies, email us, we’re happy to help.

Exchanges

If you’d like to exchange an item, the fastest method is to:

  1. Complete a return for the item you have

  2. Once approved, place a new order for the item you want

EU 14-Day Cooling-Off Period

For customers in the European Union, you have the legal right to cancel or return your order within 14 days, for any reason.

Items must still be:

  • Unused

  • In original packaging

  • In the same condition you received them

  • Accompanied by proof of purchase

Refunds

Once we receive and inspect your returned item, we’ll notify you of approval.

If approved:

  • Your refund will be issued to your original payment method

  • Please allow up to 10 business days for processing

  • Your bank or card issuer may take additional time to post the refund

If 15 business days have passed since your refund was approved and you haven’t received it, please contact us at support@puraoud.com