Refund policy

At Pureterms, we are committed to providing high-quality wellness and recovery products. If you are not fully satisfied with your purchase, we offer a clear and fair 60-day returns and refunds policy in compliance with international e-commerce standards, including Google Shopping and Meta Ads requirements.

1. Return Eligibility (60 Days Policy)

Customers have 60 days from the date of delivery to request a return.

To be eligible for a return:

  • The product must be unused and in original condition
  • All original packaging, accessories, and manuals must be included
  • The item must not show signs of damage caused by misuse or improper handling
  • Proof of purchase (order confirmation) is required

⚠️ Certain items may require inspection before approval (especially electronic wellness devices such as chillers, sauna systems, and therapy mats).

2. How to Request a Return

To start a return, please follow these steps:

  1. Contact our support team at: oateskketayqzgn@hotmail.com
  2. Include your:
    • Order number
    • Reason for return
    • Photos/videos of the product (if applicable)
  3. Wait for return approval instructions from our team
  4. Ship the product back using the provided return instructions

📦 Important: Customers must not return items without prior approval. Unauthorized returns may not be accepted.

3. Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective or damaged upon arrival
  • We strongly recommend using a trackable shipping service
  • Pureterms is not responsible for lost return shipments without tracking

4. Refund Process & Timeline

Once your returned item is received and inspected:

  • Inspection time: 3–7 business days
  • Refund approval notification: sent via email
  • Refund method: original payment method (Shopify Payments)

Refund timeline:

  • Approved refunds are processed within 5–10 business days
  • Depending on your bank or payment provider, additional time (up to 3–5 days) may be required for funds to appear

5. Damaged or Faulty Products

If your product arrives damaged or defective:

  • Contact us within 48 hours of delivery
  • Provide clear photos or videos of the issue
  • We will offer a replacement, repair, or full refund depending on the situation

6. Non-Refundable Situations

Refunds may not be granted in cases of:

  • Damage caused by misuse or improper installation
  • Products returned without original packaging
  • Items returned after the 60-day return window
  • Unauthorized returns

7. Customer Support

For any return or refund inquiries, our support team is always ready to help.

📧 Email: Oateskketayqzgn@hotmail.com
📍 Address: So nha 381, To 4, Phung Chi Kien, Thanh pho Bac Kan, Bac Kan Bac Kan 260000 Vietnam
🏢 Business Name: Pureterms
👤 Owner: Dung Vu