Refund and Returns Policy for PureTopic

Effective Date: November 29, 2024

At PureTopic, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Please review our refund and returns policy carefully to understand how we handle returns, exchanges, and refunds.

1. Return Policy

We offer a 30-day return policy on all purchases, so you can shop with confidence. If you are not satisfied with your product, you can return it within 30 days from the date of receipt for a refund or exchange, subject to the following conditions:

1.1 Eligibility for Returns

To be eligible for a return, the item must meet the following criteria:

  • Unused and Unwashed: The plush toy must be in its original, unused, and unwashed condition. It should not show any signs of wear, damage, or alterations.
  • Original Packaging: The item must be returned with its original packaging, including any tags, labels, and accessories that were included at the time of purchase.
  • Proof of Purchase: You must provide proof of purchase, such as an order number or receipt, to process your return.

1.2 Non-Returnable Items

The following items are non-returnable:

  • Personalized or custom items (including embroidered names, special orders, and other custom-made products)
  • Gift cards
  • Sale or discounted items, unless otherwise stated

2. How to Initiate a Return

To initiate a return, follow these steps:

  1. Contact Us: Reach out to our customer support team at info@puretopic.click within 30 days of receiving your order. Please include your order number, the product(s) you wish to return, and a brief explanation for the return.
  2. Return Authorization: Once we receive your return request, we will send you a Return Merchandise Authorization (RMA) and instructions on how to return your item.
  3. Prepare the Item: Carefully package the item to prevent any damage during shipping. Please ensure that the item is in its original, unused condition, and include all packaging materials.
  4. Ship the Item Back: Send the return item to the address provided in the RMA instructions. You will be responsible for the return shipping costs unless the item is defective or the return is due to an error on our part.

2.1 Return Shipping Costs

  • Customer Responsibility: If you are returning an item for reasons other than a defect, wrong item shipped, or our error, you will be responsible for the return shipping costs.
  • Prepaid Shipping Label: In some cases, we may provide a prepaid shipping label for returns. This will be at our discretion and only in situations where we are at fault (e.g., if the item is defective or incorrect).

3. Refund Policy

Once we receive your returned item, we will process your refund according to the following guidelines:

3.1 Refund Process

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. Please note that it may take 5-7 business days for the refund to appear on your bank statement, depending on your bank or payment provider.
  • Refund Amount: Your refund will include the cost of the item(s) returned, minus any applicable restocking fees, shipping fees, or taxes. Shipping fees are non-refundable unless the return is due to a defective item or an error on our part.

3.2 Partial Refunds

If the item is returned in a damaged or used condition, we may issue a partial refund, depending on the extent of the damage or use. We reserve the right to assess the condition of the returned item before issuing a refund.

3.3 Restocking Fees

A restocking fee of up to 15% may apply to certain returns, especially on large or heavy items, or if the item is returned without its original packaging. This fee will be deducted from your refund amount.

4. Exchanges

If you would like to exchange an item for a different size, color, or style, we recommend that you first return the original item for a refund and then place a new order for the replacement item. This ensures that your new order is processed quickly and accurately. Exchanges are subject to the same terms and conditions as our return policy.

5. Defective or Damaged Items

If your item is defective or arrives damaged, we apologize for the inconvenience. In these cases, we offer the following solutions:

5.1 Reporting Defective or Damaged Items

  • Contact Us Immediately: Please contact our customer service team within 7 days of receiving a defective or damaged item. Provide photos of the damaged item, the packaging, and any other relevant details to help us resolve the issue quickly.
  • Replacement or Refund: We will offer a replacement of the item at no additional cost or issue a full refund, including the original shipping fees, depending on your preference.

5.2 Return Shipping for Damaged or Defective Items

For defective or damaged items, we will cover the return shipping costs and provide a prepaid return shipping label.

6. Late or Missing Refunds

If you haven’t received your refund within the expected time frame, please check the following:

  • Bank Processing Time: Refunds can take 5-7 business days to reflect on your account, depending on your bank or payment processor.
  • Contact Us: If you still haven’t received your refund after the specified time, please contact us at info@puretopic.click, and we will investigate the issue.

7. Gift Returns

If you received a gift from PureTopic and wish to return it, you can follow the same return process outlined above. However, we can only refund the purchase price to the original purchaser unless a gift receipt is provided.

8. Cancellations

If you need to cancel your order, please contact us as soon as possible. We process orders quickly, so we may not be able to cancel it once it has been shipped. If the order has already been shipped, you will need to follow our standard return process.

9. Exceptions

We reserve the right to refuse returns or refunds for items that do not meet the conditions stated in this policy. If an item is returned in an unsellable condition (e.g., worn, damaged, or missing parts), we may reject the return or offer a partial refund.

10. Contact Us

If you have any questions regarding our refund and returns policy, or if you need assistance with a return or exchange, please don’t hesitate to contact us. Our team is here to help!

PureTopic
4599 Thorn Street,
Garden Grove, California, United States
Phone: 307-621-0431
Email: info@puretopic.click
Website: www.puretopic.click