Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn or unused

  • With tags

  • In its original packaging

  • Receipt or proof of purchase required

To start a return, you can contact us at support@purenova.com.

Please note that returns will need to be sent to the following address:

114/768 Elizabeth Street
Waterloo New South Wales 2017
Australia

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@purenova.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if:

  • The item is defective

  • The item is damaged

  • You received the wrong item

This allows us to evaluate the issue and make it right as quickly as possible.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (food, flowers, plants)

  • Custom products (special orders or personalized items)

  • Personal care goods (beauty products)

  • Hazardous materials

  • Flammable liquids or gases

Please contact us if you have questions about your specific item.

Unfortunately, we cannot accept returns on:

  • Sale items

  • Gift cards

Exchanges

The fastest way to ensure you get what you want is to:

  1. Return the item you currently have

  2. Once the return is accepted, place a separate purchase for the new item

European Union 14-Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

Your item must still be:

  • Unworn or unused

  • With tags

  • In original packaging

  • With receipt or proof of purchase

Refunds

We will notify you once we’ve received and inspected your return, and inform you whether your refund is approved.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time: within 10 business days

Please note:
It may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at:

support@purenova.com