Puras Satisfaction Guarantee - No Questions Asked Return and Exchange Policy


At PURAS we are committed to your satisfaction. We want you to be completely happy with your purchase. If for any reason you are not satisfied with your order, we offer a 30-day satisfaction guarantee, along with a hassle-free, no questions asked return and exchange policy.

       1)No Questions Asked:

  • Our return policy is completely hassle-free, and we do not require you to provide a reason for the return.
  • You can return the item for any reason, whether it's a change of mind, dissatisfaction with the product, or any other valid reason, as long as the products are purchased from PURAS official online and retail stores.

    2)Eligibility for Return, Refund, or Exchange:
  • You may request a return, refund, or exchange for any eligible item within 30 days of the purchase date.
  • To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it.

    3)Returns due to Allergic reaction
  • If you've experienced an allergic reaction with one of our products, please get in touch with us at info@mypuras.com or message us at +6011-16683033.
  • Our Customer Service Team may also ask for
  • A full view photo of your store receipt (if applicable);
  • Photos of the product; and
  • Photos of the affected area

    4)Easy Process:
  • To initiate a return, refund, or exchange, simply contact our customer support team by emailing us at info@mypuras.com or message us at +6011-16683033.
  • Alternatively, you may also visit any PURAS outlet to process your request.

    5)Refund or Exchange Process:
  • Once we receive your returned item and verify its condition and proof of purchase, we will issue a refund to your original payment method or process an exchange based on your preference.
  • If you choose to exchange the item and purchase it online, we will promptly ship the new item to you, subject to stock availability.
  • Exchanges are subject to product availability. In case the desired item is out of stock, we will contact you to discuss alternative options or provide a refund.

    6)Discounted/promotional/End of Season Sale items:
  • Discounted/End of Season Sale items will only be refunded in the form of store credit or exchanged for other products. No cash refund or payment will be provided for items purchased during the discounted or promotional period.

    7)Return Methods:
  • In-Store: For products purchased in any PURAS official store, you may return the product to any PURAS store in the country of purchase for a refund or exchange.
  • Online: For products purchased from the PURAS official online store, you may return the product to any PURAS store in the country of purchase or request a return through the online store by contacting us.

    8)Return Shipping:
  • You will be responsible for covering the return shipping costs unless the return is due to our error, such as a defective or incorrect item. We recommend using a trackable shipping method for the safe return of the item.

    9)Timely Refunds:
  • We understand your eagerness to receive your refund. Once we receive and inspect your returned item, we will process the refund promptly.
  • Please note that it may take a few business days for the refund to appear in your account, depending on your payment provider.

    10)Final Decision:
  • PURAS MALAYSIA reserves the right of final decision if the returned product is in unsatisfactory condition or if the terms mentioned above are not met.



Q&A


  1. Q: Can I have my item returned and exchanged for a different item?

    A: We offer refunds for all products returned in unopened and original condition within 30 days of purchase. If you would like to return an item purchased via our online store, please send us a request at info@mypuras.com or message us at +6011-16683033. Alternatively you may visit our stores.
     
  2. Q: Do you accept returns and refunds for damaged items?
    A: If an item has been damaged in transit, we will provide a replacement or a full refund. Please contact us with your order number, a photo of the damaged item(s), and a description of the fault.

  3. Q: I have received an incorrect item in my order.
    A: Kindly contact us via our customer service at 011-16683033 with your order number and a photo of your package, and we will be pleased to assist.
     
  4. Q: How long does it take to receive a payment refund?
    A: Please allow 10 - 14 working days for the processing of the refund, which will be made via your original mode of payment.
     
  5. Q: What is considered as proof of purchase for refunds?
    A: Proof of purchase can take the form of a receipt (paper or electronic) or a bank statement. If your purchase was recorded against your customer profile, it can be found in our system.
     
  6. Q: Can I get an exchange or store credit if I have a gift receipt?
    A: If you have a gift receipt, we will provide you with an exchange or store credit.
     
  7. Q: What if I don't have any proof of purchase?
    A: If you do not have any proof of purchase, unfortunately, we will not be able to honor any return, refund, or exchange
     
  8. Q: How will refunds be processed?
    A: All refunds will be processed via the store credit. Products may be exchanged for any products up to the purchase value of the returned products. Any additional amount owing beyond the value of the returned products must be paid by the customer.
     
  9. Q:What is the policy for discounted/promotional/End of Season Sale items?
    A: Discounted/End of Season Sale items will only be refunded in the form of store credit or exchanged for other products. No cash refund or payment will be provided for items purchased during the discounted or promotional period.
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