At Pura Shop, we believe your fragrance journey should be as perfect as the scents we curate. Just as we carefully craft each diffuser and seasonal collection, we approach your satisfaction with the same dedication to excellence. If your purchase doesn’t create the fragrant sanctuary you envisioned, we’re here to help.
Important Information
We accept returns and exchanges within 15 days of your receipt date. All items must be in original condition, unused, and in their original packaging to qualify for a return or exchange.
Return & Exchange Process
Follow these simple steps to initiate your return or exchange:
- Contact Our Customer Care Team
Email us at [email protected] within 15 days of receiving your order. Include your order number and reason for return/exchange. - Complete the Return Form
We’ll email you a return authorization form and shipping instructions. Please use the template below for your initial request. - Package Your Items Securely
Place the items in their original packaging, include all original documentation, and seal the package securely. - Ship Your Return
Send your package to our returns center at:
Pura Shop Returns
1633 Five Points
Baltimore, US 21202 - Receive Your Refund or Exchange
Once we receive and inspect your return, we’ll process your refund or ship your exchange within 3-5 business days.
Non-Returnable Items
To ensure the integrity and safety of our products, the following items cannot be returned or exchanged:
- Opened or used Scent Samples
- Products from Sets that have been opened or partially used
- Any items that show signs of use or damage not related to manufacturing defects
Refund Information
Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect your return. Please note:
- Original shipping fees are non-refundable
- Return shipping costs are the responsibility of the customer unless the return is due to our error
- You will receive an email confirmation once your refund has been processed
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Dear Pura Shop Customer Care Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Items to Return/Exchange: [List items and quantities]
Reason for Return/Exchange: [Please provide details]
Please send me the return authorization form and instructions at your earliest convenience.
Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]
Need Assistance?
Our customer care team is here to help you create your perfect fragrant sanctuary. Contact us with any questions about returns or exchanges:
Email: [email protected]
Address: 1633 Five Points, Baltimore, US 21202
We typically respond to all inquiries within 24-48 hours during business days.
Thank you for choosing Pura Shop for your fragrance journey. We’re committed to ensuring your experience with us reflects the same sophistication and excellence we bring to every scent we curate.