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Return and refund

Our policy lasts 14 calendar days. If 14 calendar days have passed since your purchase, unfortunately we cannot offer you the possibility of a return.

To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging and ready for re-marketing.

Items that cannot be returned:

* Gift cards,

* Any item that is not in its original condition, that is damaged or has some parts missing for reasons that are not due to an error on our part,

* Any item that has not been approved by our services,

* Any item that is returned more than 14 calendar days after delivery.

The address to return your item to will be communicated to you automatically after our services have approved the return.

Never return an item to the shipping addressor at our head office: it would then be immediately returned to the sender and would not be taken into account. 

The return address for the item depends on the geographic location and the availability of our warehouses to receive your package. 

The costs incurred for the return of goods are not within the scope of the after-sales warranty, an error on our part, or a delivery damage. They are the sole responsibility of the customer.

Once we have received and inspected the returned item, we will send you an email to confirm receipt. We will also notify you of our decision to approve or reject your refund request.

If your request is approved, then your refund will be processed, you will receive a credit note valid for 1 year from the date of issue

Under no circumstances can the customer request a cash refund for a returned item.

The credits issued are valid for one year, are nominative, and cannot be divided.

In the event that your return is not approved by our services, your item will be automatically returned to you for cash on delivery. 

Delayed and / or returned delivery

Delivery times are given as an indication and cannot be the subject of a complaint, or, in the case of late delivery, of any financial compensation. 

Beyond 45 days, if you have not received your order and the service cannot provide proof of shipment, your order will be refunded to you by the means you used to pay for your order. If proof of dispatch can be provided, then no claim will be considered. 

In the event that the delivery is returned to us, you will be reimbursed for your order by means of the payment method used during your order, upon receipt of the package by our warehouse.  

 

Product damaged during delivery

We ask you to check, before accepting the package from the carrier, that your order is free from defects. Otherwise, if no reservations have been made on the delivery note, this applies to acceptance. No claim can then be made. 

For any request concerning a "transport breakage", the request must be made within 3 calendar days after receipt of the item and must be accompanied by the following supporting documents:

  • Photo of the outer packaging,
  • Photo of the open box with the protections visible,
  • Photo of the attached carrier label,
  • Photos of the damage (s),
  • Photo of the product list,
  • Photo of the delivery slip.
  •  

    We will open a dispute with the carrier in charge of your order.

    The carrier has 20 days to provide the information necessary to close the dispute. After this period, you will be fully refunded by respecting the channel used for the payment of your order.

     

    Defective product / missing product

    In the context of a claim for a damaged and / or defective product, the request must be made within 3 calendar days of receipt of the item and must be accompanied by the following supporting documents:

     

  • Photo of the outer packaging,
  • Photo of the open box with the protections visible,
  • Photo of the attached carrier label,
  • Photos of the damage (s),
  • Photo of the product list,
  • Photo of the serial number (if applicable),
  • Video highlighting the dysfunction.
  •  

    We will forward these items directly to the item manufacturer who will be responsible for returning your item.

     

    Obviously, throughout this process, our service will be at your side. 

     

    Once your photos and videos have been received, the manufacturer will send us a return label that we will send you and a carrier will make an appointment with you for the withdrawal of the product, or you will be required to drop off your package at a post office ( this step independent of our company can take up to 25 days). 

    Make sure that the product is returned in its original packaging (without the original packaging, no returns will be accepted).

     

    Upon receipt of the item by the manufacturer and after checking that it is not improper handling, or intentional damage, you will be fully refunded by respecting the channel used to pay for your order.

     

    Product under warranty

    In the context of universal guarantees or extensions of guarantees taken directly on the site, your request for consideration is sent by our customer service to the various brands for which we are resellers. We will accompany you until the file is resolved, but we cannot be held responsible for their processing times (5 to 90 days depending on the brands and brands). No refund will be issued unless the brands that own the returned items have closed the file.

    It is mandatory to send photos and videos as well as a precise description of the malfunction of the item; without this, no return file can be sent to the manufacturer. 

    The items must be sent with a copy of the purchase invoice, and in their original packaging (without this, your return will not be taken into account).

    After receipt of your return request accompanied by the documents mentioned above, a return slip will be sent to you, or a carrier will be responsible for collecting your package directly at home (depending on the brands and the items you are returning).

    After study and closure of the file by the manufacturer or the brand of the returned product, it is possible that your product will be repaired and returned to you, it is possible that your product will be exchanged for an identical product, or it is possible that you are refunded for your item.

    In the case of an exchange, the deadlines may vary depending on the brand from 5 to 90 days. Under no circumstances can Puralya be held responsible for their processing time.

    In the event that the return file results in a refund, this will be made within 20 days by following the means by which you paid for your order.

    All returned products are examined by an expert to see if the item has suffered deliberate damage. In the event of voluntary degradation, the return procedure will be immediately closed to your disadvantage.

    No refund will be given once the item is accepted upon delivery, even if the item is delivered late in relation to the deadlines announced for information purposes; no compensation of any kind can be requested. However, we can assist you if you wish to open a dispute with the carrier.

    Late or missing refund (if applicable)

    If you have not yet received your refund, please check your bank account again first.

    Then contact the entity that issued your credit card, as there might be a delay before your refund is officially posted.

    If you've done all of these steps and you still have not received your refund yet, please contact us at contact@puralya.com.

    If the item was not identified as a gift during purchase, or if the giver of the gift preferred to receive the item first and give it to you later, we will issue a refund to the giver of the gift. and they'll know you've returned the item.

     

    If you are shipping an item valued over $ 75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive your returned item.

    For any questions, please contact us at the following address: contact@puralya.com

     

    www.puralya.com is owned and operated by Digital 360 Ltd.
    Registered under number 10675955 on March 17, 2017.
    Intracommunity VAT number: GB 278 8119 58.
    Our offices are located: 3 Bartholomew court. 10 Newport Avenue. E14 2DW - London (United Kingdom).
    Our warehouse is located in Nemours (77140), Seine-et-Marne, France.
    Telephone: 00 33 977 250 347 - Email: contact@puralya.com.
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