Returns & Exchanges
If product is unopened and in re-saleable condition, (with exception to cosmetics) returns will be accepted up to 30 days from date of purchase with a refund to your credit card or in-house credit. There is a 15% restocking fee on all returns in re-saleable condition. An exchange or return will not occur if the product does not arrive in the condition we sent it in; so please package it well. After 30 days, we CANNOT credit your card, only offer in-house credit. You must generate an RMA # (return authorization number) to be written on the outside of the package. If items are returned to us without an RMA#, we will not issue a credit card credit, nor in-store credit, if customer wants the package returned in this instance, shipping will be charged according to weight.
Our policies for return are structured around the fact that samples are available for nearly all products. The importance of obtaining samples before purchasing full size items is that many of you may be sensitive and not able to tolerate a certain ingredient. If you are extremely sensitive, or if you are unsure of your purchase as to color, aroma or formula, please make sure you order enough sample for you to know if it is the right product.
If your product is defective, broken, or we have sent the wrong item, please refer below. Please make sure before you do anything with the damaged products that you notify customer service. We feel it is very important to bring the product back to Real Purity, so we can understand fully what happened or caused the issue and implement countermeasures to ensure our customer always receive the highest quality products in the industry.
We do not refund shipping UNLESS we have made a mistake or the product is defective. Please do not ask for this refund. If one can occur, we will gladly offer it first.
International Order Refunds
There are no refunds or exchanges on international orders so make sure you order those samples to know what you want. If a product is defective or is damaged thru transit however, please inform us right away so we can make it right.
We are sorry, but we cannot. We consider them as used because it is impossible for us to know if they have been opened and even used a little. We would not want to chance that. So please choose carefully, and we suggest that you start with a few things rather than to much.
First Class, Parcel Post and Priority Mail shipments can now be traced from ship date to delivery date. If you need confirmation of delivery of package not received, we can forward that information to you so you can inquire at your local Post Office. If you want postage insurance on your package, it must be requested at time of order, this will be an additional charge of up to $3.00 per $100.
First Class, Parcel Post and Priority shipments: If 30 business days have transpired since the order was shipped, Real Purity will attempt to verify that the order has been returned, and may reship the package, additional shipping fees may incur depending on the situation.
If a service was requested at time of order: If a delivery confirmation number, insurance or any other service requested for your order was given, this information will be important to make your claim. We will immediately track your package thru the USPS or UPS websites. That information can be immediately forwarded to you thru email or by phone.
If your order was confirmed delivered and you still claim it was not, than you must inform the USPS immediately after getting the delivery confirmation number or other tracking number from us. Customers must be responsible for the packages safety once delivered. We are not responsible for theft. We suggest that to be safe, you email us regarding signature confirmation, 2nd day air, delivery confirmation and other services that may assist your package arriving safely at the time of order.
In the event of an emergency, Real Purity can ship and bill a duplicate order prior to the tracing process. Credit is applied for the original order when it is returned to the Real Purity Home Office.
All orders of $50.00 and above will automatically be shipped UPS (excluded is Alaska, Hawaii & International orders). All orders up to $100 value is automatically insured.
Neither Real Purity nor any shipping carrier it uses is responsible for any delays in product shipments caused by circumstances beyond their reasonable control, including interruptions or delays due to war, terrorist attacks or natural disasters.
Real Purity will access a $5 reshipping fee (or any greater amount UPS or another carrier bills Real Purity) for non-deliverable orders that are due to the Customers ordering error. When applicable, this reshipping fee will be added to the cost of the order. The reshipping fee will be charged in any of the following situations:
- If a package is returned to Real Purity because customer failed to pick the package up after being notified from carrier. An Additional charge for address corrections from our shipping carriers. The ordering customer moves without giving Real Purity prior notification of the new address, and the order is placed for delivery to the old address, or the carrier finds the new address and delivers the package.
- The ordering customer provides Real Purity with an incorrect address for a drop shipment, phone or internet order.
- If an apartment , floor, or suite number is left out, if a directional road name is left out (i.e.: N,S,E,W, Dr., Rd, Circle, Court, etc.),