We want you to love your Pura Nova ritual. If something is not right, this policy explains how returns, exchanges, and refunds work.
Returns Eligibility
To protect product quality and hygiene, opened or used skincare products are not eligible for return, unless the product arrived damaged or defective.
If your item is unopened and in its original condition, you may request a return within 14 days of delivery.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Include your order ID and clear photos of the packaging and product.
Once verified, we will offer a replacement or refund depending on availability and your preference.
How to Request a Return
Please contact our support team through the Contact page with:
- Order ID
- Email used for the order
- Reason for return/refund request
- Photos, if the item arrived damaged or incorrect
Refund Timing
Approved refunds are issued back to the original payment method. Processing times vary by bank, but most refunds appear within 5-10 business days.
Return Shipping Costs
If the return is approved due to damage, defect, or our error, we will provide return instructions. For other approved returns, return shipping may be the customer's responsibility.
Exchanges
We may offer exchanges depending on product availability. If you would like an exchange, include that request in your support message.
Important Safety Note
If irritation occurs, discontinue use immediately. If you believe you are experiencing an adverse reaction, please consult a healthcare professional. You may also contact us to share your experience.
This policy may be updated from time to time. Please check back for the latest version.