The satisfaction of our customers is very important to us. We make it our top priority to resolve issues as best we can and work with our customers individually to find solutions together. See below for our official return policy:
Returns for items purchased through any third-party, including our retail partners should be returned to the retailer where it was purchased. For items purchased on our site at PurePail.com, please contact a Customer Service Representative at 1-877-827-4442 or info @purepail.com Monday – Friday 8:30 am – 5:00 CT pm to obtain a RMA# (Return Merchandise Authorization). By placing an order on purepail.com, you are accepting this return policy.
Returns: Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
If an item does arrive damaged or with parts missing, please notify us within 30 days. We're happy to send you replacement parts as soon as possible.
If you received the wrong product, please notify us within 30 days. We're happy to send you your correct order.
If you've changed your mind and no longer want an item, it is at the discretion of PurePail™ to accept the return.
If you've placed an incorrect order, you must notify us as soon as possible, and before the order is processed. Orders are processed at 6AM the following business day. Once the order is processed, we will be unable to fix the error. If you receive an order and realize there was an error upon placing the order, it is at the discretion of PurePail™ to accept the return.
To complete your return, we require a receipt or proof of purchase.
Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a fifteen days.
Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time (5 to 10 days on average) before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges: We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping: To return your product, you please contact firstname.lastname@example.org for the return to shipping address.
If a return request is made and fits the requirements stated above and the item is sold for $20.00 or less, a full refund will be issued without requesting the item be returned. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping item(s), you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Questions about the Return Policy should be sent to us at email@example.com.