Return & Refund Policy
The moment your order is submitted online, it is immediately routed to our fulfillment center for preparation for the fastest shipping possible. For this reason, we are unable to accept changes to an order once it’s been placed. If you need assistance after placing an order, contact us immediately.
If you receive the wrong item(s) in your order, we will replace them at our expense. Please document the incorrect items and contact us immediately for return instructions.
If you receive damaged items in your order:
If you receive damaged item(s) in your order, and you chose to insure your package with our Green Shipping Protection®, please follow the instructions in your shipping protection email to file a claim with Corso, our shipping protection provider. If you chose not to insure your package with Green Shipping Protection, we are unfortunately unable to be held accountable for damage to our products caused by 3rd party carriers such as DHL, FedEx, UPS or USPS and you must file a claim with the carrier.
- A return request must be submitted within 6 months (180 days) of the purchase date.
- A physical return of the item is required to receive a refund.
- Items may be opened and used.
- Maximum one return per item/SKU per customer/household.
- Gift cards and other digital item returns carry a 5% processing fee to cover our merchant costs.
- Each order requires its own Return Authorization. Multiple orders cannot be combined and returned in one parcel.
- A refund will be processed once the package has been received at Pure TheraPro Rx.
- The $9.97 return shipping charge will be deducted from the refund.
- Pure TheraPro Rx reserves the right to refuse refunds we deem unreasonable, or abusive of our policy.
- This policy applies to items purchased on our Shopify store only. Items purchased on Amazon.com must be handled according to Amazon’s return policies.
- TIP: Use the tracking number in your return shipment authorization email to keep an eye on your return after shipping your package. Having trouble locating or using your tracking number? Contact our Customer Support Team via email at email@example.com.
- How long do I have before making a return?
- We offer a 6-month money back guarantee to give our customers the opportunity to try our formulas. You have a full 180 days to return a purchased item from the date of purchase.
- Do I have to pay for shipping?
- Pure TheraPro Rx will provide a shipping label upon request for all orders shipped within the U.S. and the shipping label will be sent to you via email.
- We require a $9.97 return shipping fee for all U.S returns. International customers are responsible for paying return postage with their carrier of choice.
- How do I make a return?
- To start the return process please fill out the following form: https://purethera.com/pages/contact-us or you can contact us at 888-655-4648. We can also be reached via firstname.lastname@example.org.
- Refund timing?
- The refund process may take 1-3 business days once received, depending on your payment processor.
- Shipping charges are not eligible for refunds.
- How do I find my return label?
- We will email the return label within 2 business days after submitting your request.
- Can I return an opened item?
- Yes, you can return an opened/used item(s) for a refund (minus shipping).
- Damaged, defective, or incorrect items must be reported within 14 days of delivery. In certain situations descriptions and/or photos may be required.
- Do refunds go back onto the original form of payment?
- All refunds will go back onto the original form of payment, if this is no longer a valid form of payment, we will be able to issue a giftcard to the Pure TheraPro Rx web store. We are not able to submit your refund to a different credit or debit card.
- Is a return of the item required?
- Yes, we do require a physical return for a refund of purchase.